Rialto Consulting - People Solutions for Business

Company Think or Customer Think

Friday 13th October 2017 - 12pm to 2pm



Every CEO states that they are driven by their customer needs.....it's a statement of the obvious....and comments such as:

  1. "driven by our customers"
  1. "put customers at the heart of our business"
  1. "driving decisions from customer insight"
  1. "superior customer understanding"
  2. " transform us into a customer driven company where every strategic decision starts with the customer"

......are heard all the time emanating from the C-Suite.

Yet, whilst there has been some recent evidence of gradual improvements in customer satisfaction over the last couple of years (it has to be said after several years of decline), it has also become even more challenging to achieve tangible loyalty and advocacy. Furthermore, “more customers have experienced problems with organisations. The amount of effort customers say they expended in dealing with organisations has increased.” (UKCSI State of the Nation Report Jan 17)

The Challenge

Every challenge represents a significant opportunity for organisations that CAN change their behaviour and deliver to customer needs. Those that will succeed are those that can deliver experiences that adapt to customers’ changing needs. Companies need to offer their customers straightforward, seamless experiences as well as empathetic, proactive help and advice.

But, how do you know what to offer when customers themselves often don’t know exactly what their changing needs are?

Session Themes

  1. 1. You will be introduced to the theory of Customer Closeness
  2. 2. ….and to the construct of “Company Think” and “Customer Think”
  3. 3. How companies that align these 2 closely are able to enter the Value Creation Zone
  4. 4. What steps you need to take to undertake real behaviour change in your company – turning theory into practise


Speaker Danny Russell will take delegates through the theory of Customer Closeness sharing his experiences of working with organisations such as BA, Sky and O2 Telefonica as well as insights from organisations varying from South West Trains to Uber.  As well as talking through case studies from companies that have entered the Value Creation Zone, Danny will share those that who have (spectacularly) failed to do so.

Delegates will leave the session with a true appreciation as to:

    1. Whether your company is merely paying lip service to Customer Think
    2. What actions you need to take if this is the case
    3. How to deploy the crucial, often missing, aspect of Behaviour Change
Who should attend?

C-Level Directors, Marketing Directors / Managers, HR Directors, Line Managers, Change Leaders, Senior HR Managers OD Practitioners and Leadership Development Specialists.

The forum is held in complete confidence (under Chatham House rules) and will assist you to further innovate, develop, enhance and transform your business.


Danny Russell

Customer Experience Expert

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12:00 arrival
12:15 session commences
14:00 session close

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Richard Chiumento

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For enquiries contact events@rialtoconsultancy.com

Multi award winning business and leadership transformation specialists.

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