"Customer First" and "Business Lessons from the World of Sport"

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Start Date: 25 Sep 2014

Start Time: 5:30 PM

End Time: 8:30 PM

Duration: 3 hours

Capacity: 50

Venue: Park Inn Hotel (Was the Moat House), Birmingham Road, West Bromwich, B70 6TU › View map

Member price: £16.50

Non-member price: £22.00

Event Capacity: Full

We have two excellent speakers for this event:

Speaker 1: Customer First by Keith Willdig

Most businesses claim to be customer led but how many truly are? This presentation will cover the subject of Customer First in the social media age and is intended to help consultants to test and improve the customer responsiveness of clients and, perhaps more importantly, potential clients.

Social media is certainly challenging the traditional rules and tenets of Customer First and Keith with explore the new capabilities and possible implications for your clients. Your clients might not be using it now in the service domain but it is coming. He will outline the elements that determine whether a business can truly claim to be Customer First and how these vary in different sectors and markets. These variations significantly determine the detailed elements of Customer First required to meet different market and competitive situations. Along the way, Keith will introduce a Customer Power Index that you can use to assess your clients and to identify what support you can offer.

At the end of the session you will have a deeper understanding of what Customer First means today, a power index to assess actual performance and a knowledge of what critical questions to ask clients which, hopefully, will identify where you can add value to their business. You will also have an appreciation of how social media is starting to impact Customer First and the direction of travel your clients will have to take at some point.

Keith has worked in customer service for over 20 years from when it first evolved as a profession up to present times. He has worked in corporate and SMEs in covering both B2B and B2C markets and understands the contrasting demands and capabilities of these areas. He now chiefly focuses on SMEs as a consultant and non-exec director and also as a coach on the various high growth programmes since their inception in 2006.

Speaker 2: Business lessons from the world of sport by Fiona Cohn

It’s incredible how many practices that go on in business would simply fail in the competitive world of sport.  It’s also true that some of the best examples of leadership are shown by sports people and their coaches.  In this very interactive talk, Fiona will highlight some of the shocking things that businesses do and how they can improve by learning lessons from what goes on in sport.  She’ll share stories and demonstrations that will make you think differently about how businesses can perform better and make better decisions.


Fiona started her career in the sports industry and she has a wealth of experience in marketing communications, business development and management. She is also a qualified coach. Over the last decade, she has specialised in internal communications, business transformation, consultation, change and employee engagement in corporate as well as smaller businesses.

She is a skilled communications and engagement practitioner, and business growth professional. She is passionate about leadership, culture, and empowering people in business – underpinned by effective communication and engagement techniques. She also enjoys supporting business change and has helped a range of organisations make change work for them, their staff and customers.

You can find out more about Fiona at: www.excelarate.co.uk and  http://uk.linkedin.com/in/fionacohn

Come along, bring a friend or colleague and enjoy the experience. It’s an excellent opportunity for you, and them, to network, gain valuable knowledge and information, and to contribute to the continued success of the Institute.



 17.30  Arrival, Networking & Buffet - All
 18.30  Introduction, agenda and Regional Business
 John Wells, IC Network Chair
 18.40  Customer First
 By Keith Wildig
 19.25  Break
 19.40  Business Lessons from the world of sport
 By Fiona Cohn
 20.25  Thanks & Close

Please pre-book your place as we need to ensure sufficient seating and refreshments are booked.

Additional Information

Meeting includes buffet and networking which starts at 5.30pm for meeting to start at 6.30pm.

VAT receipts can be provided at the meeting.

Please note: If you book to attend the event you will be charged, unless you inform us at least a day beforehand that you will not be attending.

Contact Hotel re disabled facilities.


  • Buffet

Enquiries contact

Questions about this event should be addressed to Marion Taggart at marion@taggart56.fsnet.co.uk or by telephone on 0121 449 7468.

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