Being a "Customer-First" Organization is not a marketing campaign, but a way of doing business that impacts every part of your organization. Learn about how ever part of your business has a role to play in transforming how your customers think about you:

• Management - How do "Customer-First" cultures build their organizations? What do they do differently in regards to managing people? Why is "Branding" a critical task for management, not just for marketing? Learn how Management can make the difference for customers and in the process make your business a desirable place to work.
• Marketing - What do world-class service companies do that make them seem like brilliant marketers? Why is "Marketing" so different for these companies (or even unnecessary from one perspective)? And why will they tell you that things like "CRM" and "Social Media" don't really matter - even though they seem to do it better than anyone?
• Operations - As an executive, do you know what happens to your hard-earned customer when they finally pick up the phone to call or walk in one of your stores? How does the management of your shop floor or fulfillment center impact your customer? Learn why this often overlooked area of your business is often the achilles heel in good customer engagement and a real loyalty-killer for your Brand.

A "Customer-First" Brand brings together these key functions of the business into a common cause to drive real sustainable success. They are organized in a way that literally turns traditional business org models on their head (as illustrated below). Building a culture in your business that works this way will create a long list of benefits, including:

1. Higher Customer Satisfaction
2. Lower-Complexity of Business Processes
3. Improved Employee Retention
4. Greater Innovation and Competitiveness

David Dallaire has been part of launching and building two of America's best-loved "Customer-First" Brands - LL Bean and Lands' End - in the world's most demanding consumer market - Japan.  With a career spanning twenty years in creating customer-centric business cultures, David has worked with over fifteen Global Fortune 500 Brands and has seen the best and worst of customer cultures around the world.

This presentation includes case studies, examples from other local and global Brands, and a lot of common sense. Suitable for Small, Medium and Enterprise business owners and management. Duration 50-60 minutes.