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04/05/2017 » 06/05/2017
ALTO Conference Madrid 2017

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Leaders and Decision makers - Professional Development by ALTO
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Leaders and Decision makers - Professional Development by ALTO

This session is open to Primary and Secondary ALTO members who hold senior manager position within their organisation.

When: 7th September 2015
09:00 - 16:30
Where: Westminster Bridge Park Plaza Hotel
200 Westminster Bridge Road
London SE1 7UT
United Kingdom
Contact: Reka Lenart
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Our professional development sessions series continues with two great speakers. Shaun Smith's presentation in the morning is about enhanced customer service and how to transform customers into fans. The afternoon session is run by Paul O'Kelly who will bring us update on Verne Harnish' latest book, Scaling Up! These presentations are exclusively open to the senior manager representatives of ALTO member organisations. The event will run the whole day with bus transfer available to those who attend the StudyWorld Workshop starting the same evening. 

09:00 Registration/ welcome tea and coffee

09:30 - 13:00 Managing your customer experience – turning your customers into advocates by Shaun Smith

Customer service is in crisis – not because it’s bad, but because it’s undifferentiated. How do you create
customer experiences that define your brand? How do you create a level of customer satisfaction that is so
strong that customers become your best advocates? How do you avoid becoming one of the 55% of
companies that drive customers away through their CRM systems? This highly practical presentation or
workshop is based on Shaun’s book ‘Managing the Customer Experience – Turning customers into advocates’
co-authored with Joe Wheeler (published by FTPrentice Hall 2002) - Read session outline here

Introducing Shaun Smith 

Shaun has been a key catalyst in expanding management attention from the narrow focus on customer service to the much wider and strategic issue of customer experience. He has developed some of the latest thinking and practice around this subject, helping organisations world-wide create a compelling customer experience that achieves brand differentiation and long-term customer loyalty.

Shaun runs the highly regarded customer experience consultancy, Smith+co, which is firmly rooted in the ‘keep it simple’ ethos. Smith+co has worked on customer experience initiatives for leading brands like
Burberry, PayPal, O2, HSBC and IHG.

Read Shaun's bio here

13:00 - 14:30 networking lunch

14:30 - 16:00 “Scaling Up! – How a Few Companies Make It … and Why the Rest Don’t”  
and … What YOU can do THIS year to make sure that YOUR business Thrives!
- what the Amazon Best Selling Book “Scaling Up” does not tell you! by Paul O'Kelly

Paul O'Kelly is a member of the Gazelles International Advisory team. He contributed to Scaling Up the new book by Verne Harnish, which is now an Amazon best seller.

In this workshop Paul will share some key messages from the book and case examples from his clients around the world. The emphasis will be on tools you can use immediately to help you build a thriving sustainable business.

Paul will also share insights into how you can take your leadership to the next level – helping you and your team learn and grow faster than your competition, and be happier doing it.

Introducing Paul O'Kelly 

Paul works exclusively with leaders and teams who are deeply committed to growth and positive change. His focus is on Making the Vital Difference through transforming strategic thinking, turning strategy into practical plans, and developing high performance cultures and teams. 

Paul thrives in the most challenging environments. His passion is working with leaders, teams and entire organisations in the creation of a compelling vision, developing breakthrough strategies and building the culture to deliver, often globally. 

Read Paul's bio here

16:00 - 16:30 tea/coffee and departures

16:30 Bus transfer to Hilton Metropole