Peter Fisk : Session Ideas : SPEAKERS for BUSINESS

Peter Fisk

Founder and CEO of the Genius Works

Session Ideas

Customer Genius

“Customer Genius” is about transforming your business from the outside in (to be published by Wiley Capstone in Autumn 2008). It describes how to do business on customers terms - using your intelligence and imagination to serve customers more personally and intuitively, focused and profitably - where, when and how they want - for everyone who delivers part or all of the customer experience.

Outside in - becoming a customer-centric business

Part 1: Do you know who I am?

• Me - the 21st century customer at Amazon and Baidu

• About me - Seeing things differently with Dove and Tesco

• On my terms - The outside in business from Toyota to Zara

Part 2: What do I really really want?

• Context - redefining business at Green & Blacks and FC Barcelona

• Propositions - engaging customers with Lastminute and Cath Kidston

• Solutions - customer molecules at Banyan Tree and Vom Fass

Part 3: See me, feel me, thrill me!

• Connections - customer channels with Net a Porter and Singapore Airlines

• Experiences - customer theatre at Build a Bear Workshop and Hotel Armani

• Communities - customer enablement at NTT DoCoMo and the Cooperative

Part 4: My kind of business!

• Blueprint - becoming a customer-centric business with Eskom and MyDeco

• Change - taking people and customers with you at O2 and Home Depot

• Performance - commercial and customer champions by M&S and Best Buy

Visit www.thegeniusworks.com