Lynn Baker - Customer Experience Specialist

Lynn Baker - Customer Experience Specialist Lynn Baker - Customer Experience Specialist (CXS) (CX University) Customer Experience is often confused with customer service; but there is a vast difference.

BEYOND CUSTOMER SEREVICE TO DRIVING CUSTOMER EXPERIENCE -
a keynote speech for conferences and corporate events delivered by professional speaker Lynn Baker

Every business today is looking for that something special to differentiate themselves from the competition and Customer Experience (CX) is acknowledged as being the key point of competitive differentiation that companies need to focus on to

not only survive, but thrive in a highly competitive global market. Customer Service takes a one dimensional view of how we interact with customers, which is often only focused on the point of sale. Customer Experience takes a 3 dimensional view of the ‘entire interaction and relationship with a customer from beginning to end’. Customer Experience requires that we focus on each and every touch point a customer uses to interact with our company; whether it be by phone, email, website, retail outlet, call centre, social media or sales representative, to consider where improvements can be made to enhance the relationship with the customer. Customer Experience means placing the customer at the centre of the business. Its about understanding customer needs and using innovative methods and technology to meet those needs. Done correctly, Customer Experience management attracts new customers, retains current customers and reduces churn; all of which ultimately increase revenue and drive profitability. During this fast paced and fascinating presentation, Lynn shares what Customer Experience (CX) is; why we need it and how we get it! Highlighting the demands of today’s tech savvy customers, Lynn shares insights into how successful brands such as Disney, Apple, Coca Cola and many others are using customer experience to attract and retain customers. This presentation is designed to shift the thinking of each member of the audience about the role they play in the customer journey and what contribution they can make to improve the experience customers have with a company. The 6 key demands of today’s tech savvy customers include:-

Convenience
Customisation
Customer Service & CRM
Cost & value
CSI / Social Responsibility
Customer Engagement

In addition to the 6 key demands of customers,
companies need to continuously evaluate
if and how they are remaining relevant
to their target market, as well as
practicing high levels of employee
engagement, both of which are
non-negotiable features of any
Customer Experience strategy. Contact # 27 82 457 5752
Web : www.executivepresence.co.za

Thank you so much to all my wonderful friends and family for all my birthday 🎂 wishes, flowers and gifts. I had an absol...
26/11/2025

Thank you so much to all my wonderful friends and family for all my birthday 🎂 wishes, flowers and gifts. I had an absolutely amazing day 🙏😊🤗

Thank you ASI for allowing Peach Olive and myself the privilege of presenting at your conference. It's such a pleasure ...
15/02/2025

Thank you ASI for allowing Peach Olive and myself the privilege of presenting at your conference. It's such a pleasure to work with a dynamic business, who are intentionally focused on delivering exceptional customer experience. Thank you to all your amazing delegates for playing and really embracing The Customer Journey Game
I was blown away by the passion and enthusiasm of everyone who works with ASI, the culture they have created is exceptional 👏

Playing the Game in
15/10/2023

Playing the Game in

Back to Dubai to play again 😀
26/09/2023

Back to Dubai to play again 😀

Customer Journey Game now available in Dubai.Let's Play!
06/09/2022

Customer Journey Game now available in Dubai.
Let's Play!

Lynn Baker Speaker Portfolio
20/01/2019

Lynn Baker Speaker Portfolio

   

lynn baker - executive presence ebrochure 2018
20/01/2019

lynn baker - executive presence ebrochure 2018

lynn baker – executive presence ebrochure 2018

Gulf Customer Experience Awards 2019 – Judge Lynn Baker
11/01/2019

Gulf Customer Experience Awards 2019 – Judge Lynn Baker

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So proud to have been invited to be a Judge at the International Customer Experience Awards 2018 in Amsterdam in Novembe...
10/06/2018

So proud to have been invited to be a Judge at the International Customer Experience Awards 2018 in Amsterdam in November. Hard work does pay off and dreams do come true.

08/06/2018

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Sandton
Johannesburg
2068

Telephone

+27824575752

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