Using science to challenging your thinking on customer service
Customers don’t do what they say. Their actions are driven by unconscious decision making and emotional reaction.
Tim brings together the latest science of customer behaviour and organisational culture to unearth how you can create a brand and customer experience that delivers a genuine return on investment.
Find out what truly influences customers’ decision making and behaviour. Challenge what you think to be true about customer behaviour. Discover how you can create customer experiences that connect emotional with your customers. And turn this into serious growth.
Combing scientific evidence with case studies from his own work Tim goes beyond the old stories of John Lewis. He challenges your thinking and brings tangible solutions that will help your business grow.
About Tim Wade
Described as engaging, passionate and thought-provoking, Tim is a recognised business speaker and consultant on customer experience, marketing and business growth. Tim inspires audiences to think bigger and bolder about their customer experience, brand and growth strategy.
Tim is the founder of CX Lab and has lead the transformation of businesses across multiple sectors including hospitality, retail, telecoms, financial services, B2B, energy and technology. It all began for Tim in fast paced retail. From there Tim’s rapid rise took him through roles in telecoms, financial services and hospitality ending his corporate career as Marketing Director for the worlds largest hotel brand – Best Western.
Tim’s entrepreneurial spirt was strong so after delivering a huge growth in performance at Best Western and a stint as Managing Director of a management consultancy he decided to start his own consultancy.
Customer experience have been full of stories from John Lewis or Virgin but what is lacking is the science and the how to deliver it. The CX Lab philosophy is based on the facts and methods of science rather than the rhetoric of hype. Using the study of human behaviour to create customer and employee experiences that generate measurable and evidenced growth for organisations. This thinking brings new insight and real business growth to clients.
Tim brings this experience alive when he speaks, showcasing proven, tangible solutions and interesting stories and case studies that will differentiate and grow your organisation.
From a keynote speech to a two day workshops, here are some of the key topics covered:
How science can help improve your customer experience
Customer experience has become the core way for business to differentiate and grow. Gartner state that 87% of marketing leaders expect CX to be their primary differentiation strategy. The challenge for business is HOW! How do you create a customer experience that differentiates your organisation and grows your business?
Tim’s presentation and workshops bring together behavioural science with amazing case studies to show you how. He challenges the audience about how to influence customers. And shows them what they need to do to deliver a leading brand and customer experience.
Creating a customer centric organisation
With brands like Amazon providing drone delivery, to Uber disrupting the taxi market. Merely keeping up, never mind differentiating, is becoming a constant challenge. In this fast paced digital world where customers expectations are ever increasing, how do you stand out?
What the leading businesses have in common is that they place the customer at the centre of their organisation. In a keynote speech, Tim will inspire audiences about understanding customer behaviour and what it takes to create this customer centricity. The growth benefits are huge.
The Best Western Story
Tim joined Best Western at the beginning of the financial crisis. The hotel sector wasn’t growing, the Best Western brand was performing poorly and the customer experience was best described as random. Tim completely transformed the Best Western brand. ‘Hotels with Personality’ became the brand strategy and Tim drove this through a complete transformation of customer experience, marketing, plus a major culture change throughout the group. The results saw double digit growth every year with the Best Western brand becoming the number one in its sector. How to take a middle of the road organisation and transform it is a story that audiences can relate to and be inspired into action.
What it takes to make your brand stand out in a digital world
When customer choice and expectation are rapidly growing, how do you stand out? Brands have become more important than ever in this digital world. But the rules have changed. Creating distinctive brands now relies on the ability to create the brand experience that people talk about and share.
“Delegates at our 2015 conference were captivated by Tim’s illuminating session on highlighting the fundamental importance of customer experience. Several members commented on how interesting it was to hear from someone with such a good, proven track record. His message is relevant for any industry.”
“The session delivered by Tim at our customer experience event was engaging and thought-provoking and certainly met the brief we had given him. His knowledge, real-life examples and questioning approach meant that delegates went away with ideas and perspectives that will help them on their customer experience journey. We would be happy to work with him in the future”
“Tim joined us in Australia as an international keynote speaker at the Customer 360 Symposium, a by-invitation conference for leaders in Customer Experience. I found Tim to be a pleasure to work with and highly knowledgeable and experienced in the field of Customer Experience. His keynote was very well received by our audience of enterprise marketing and Customer Experience leaders. I have no hesitation in recommending Tim as an expert in CX”
Canon, Bayer, eNett, Estee Lauder Companies, Shell, TUI, Fiat, Oracle – Net Suite, Barchester Care Homes, Provident, Greene King, Taylor Wimpey, Basware, Salesforce, Maritz CX, Clarabridge, Self Storage Association, Hilton, UK active, World Hotels, John D Wood, Transversal, Frees, Deutsche Bank, Corona Energy, National Housing Maintenance Forum, RBS