Delivering your Branded Customer Experience

The Branded Customer Experience Workshop: The Missing Link 
George Aveling is the Group CEO and International Partner of TMI, TACK International in Malaysia and digital learning consultancy, Elementrix. He is a mentor to senior leaders. He is an organisational leader, a writer, and a respected consultant.
Last year, Time Out London labelled Pret a Manger sandwiches as the one reliable constant in every Londoner’s life. The sandwich store which started its humble beginnings in London in 1986 has now amassed to 486 stores in 8 countries in 32 years.
It’s more than just sandwiches. Pret has focused on standing out in the market by delivering on its promise. And how does Pret deliver on its promise? They know how to make customers feel good. And they know how to make their people feel good. The word “good” is often associated with Pret. Customers feel good when they enter a Pret shop. With the wide choice of fresh food on display, customers know they will be feeding their bodies with good food. The company does good things, donations from sales are made to charities.
The company’s branded customer experience resonates in the physical shop environment. There are beautifully designed signs and pictures on the walls with words that remind customers that they are doing good things for their body. Examples are “Freshly prepared, good food”, “Pret’s spiced pumpkin latte”, “Organic coffee, natural food”, “Handmade natural food…”
And more, down to the packaging, complete with reinforcing messages, all very tastefully designed. Basically, what can we learn from Pret a Manger?
Building company brands is just half the story. The other half is following through to make sure that your company delivers on the branded customer experience through your people, product, environment and processes.
Companies spend millions but that investment can be eroded in seconds at the moment of service delivery. But it does not need to be so. The missing link is to build a culture that delivers your branded customer experience. And how does one do so?
This is a practical workshop, led by George Aveling, a seasoned customer experience practitioner, who will give you the practical steps to build trust in your brand through your Branded Customer Experience. You’ll be given a model to help you move forward, as well as examples from overseas, case studies of success, and the root causes of some failures. By the end of this workshop, you will be armed with the ideas to further strengthen your brand from inside out.

Date: 26th March 2018
Venue: Sime Darby Convention Centre, Bukit Kiara
To register: Call Ruby 03 7726 2588 or email [email protected]
Download PDF program here

After 20 years of evolving technology, shifting market trends, and adapting to changing consumer behaviour, the media landscape has nearly reached saturation.

We’ve optimised to the fullest, providing advertisers with abundant choices across technology, platforms, data-driven marketing, CTV, OTT, DOOH, influencer marketing, retail, etc.

Media specialists have diversified, but with more options comes the challenge of maintaining income growth. The industry is expanding, but revenue isn’t keeping pace.

Now, we’re at a TURNING POINT: time to explore and harness new sustainable revenue streams. While GroupM forecasts a 7.8% global ad revenue growth in 2024, challenges like antitrust regulation, AI and copyright issues, and platform bans persist.  

Collaboration is key: partnerships that thrive on synergy, shared values, and aligned goals are becoming increasingly essential.

Hence, the Malaysian Media Conference, in its 20th year, has assembled the partners and players under one roof on October 25 for a day of learning, sharing, and exploring.

 

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