Knowing your customers is key to increasing trust and loyalty – but how well do you REALLY know them?
Andrew will take you on a personal journey that starts way back in his past and continues with his experience of an institution that he trusted deeply (who should have known him better than even his wife does………). He will highlight the implications of their use of data and how it has impacted his loyalty, while providing insights into the emerging data economy with the aim of stimulating discussion and thinking around the data you have on your customers and how it can be used to mutual benefit, to increase advocacy and loyalty by meeting your customer’s expectations.
Duration – 30 minutes ** This session can also be delivered in an 18 minute “TED Talk” style
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