[Fully booked]

What do Lexus, Okura Hotels and Changi Airport have in common when it comes to profits and growth? All three apply Customer Delight as a business strategy; thereby creating customers as ambassadors. Ambassadors are loyal, practice positive word of mouth (on social media) and commit a higher share of wallet with your company. And …. they are beneficial to employee engagement.

Consultant Marieke van der Laan​ will explain how your company can benefit from a Customer Delight strategy. She will illustrate different steps in the strategy with key learnings from benchmark companies around Asia. During the presentation you will be invited to think about opportunities and possible challenges for implementation in your organization. Furthermore, you will receive tools to start working on the Customer Delight strategy by yourself.

Marieke van der Laan is the author of several books on the subject of Customer Delight. "YOU make the difference" is a workbook for employees with customer contacts. "Positief verrast" is a practical management book, guiding readers with a step-by-step approach to implement the Customer Delight strategy. Both books are for sale during the event. (600 THB and 900 THB respectively).