Defining a customer experience that matches your brand identity

Our organisation Brand Image markets itself to our customers shapes our customer expectations. The experience of shopping at Marks & Spencer’s is completely different to shopping at ALDI but these two supermarkets top the customer satisfaction surveys, so clearly there isn’t a one size fits all approach. It is impossible to be great at everything, so we need to focus our effort on what is most important to our organisation and our customers. In this workshop we can align our strategies, measures and targets to deliver an experience that is aligned with our customer expectations.

Bob Stella joined The Forum team after being a member for over a decade during which he has been an accreditation panel member for both planning and insight professions, a Forum Hero, chatter champion, innovation award winner and a constant advocate for The Forum's values. Bob brings to the team a broad experience in transforming customer service in any industry: From the global, multisite, multinational organisation to the local two seater operation. Throughout his career Bob has remained close to his mantra of fostering efficient environments where engaged people deliver extraordinary service. It is our affinity for people engagement and exceptional results that has kept Bob so close to The Forum for so long and why he will be a great asset in our joint pursuit of superior service through professionalisation.