The Retail Conference 2012 - Keynote Seminar Presentations

Details of the keynote seminar presentations for The Retail Conference 2012 are being confirmed. Some of those already confirmed are below. Click the links for more details.

• How do you manage customer expectation and improve the experience in a multi brand, multi channel and multi country environment?

How do you manage customer expectation and improve the experience in a multi brand, multi channel and multi country environment?

This keynote will be delivered by Ian Golding, Head of Group Customer Experience, Shop Direct Group (SDG).

Delegates will walk away from this session with an much clearer perspective on how to meet and exceed customer expectations in a complex multi-brand, multi-channel and multi-country retail environment. During his keynote Ian will share:

• How, as one of the UK's leading online and home shopping retailers, SDG operates multiple brand fascias in the UK and now globally
• How each of the brands is supported by a core operating model - from sourcing of product, warehousing, delivery, and provision of customer service through our contact centres
• How SDG is working towards delivering differentiated customer journeys that align to each brand proposition
• How the differing expectations of the customer base is becoming an ever increasing influence in brand differentiation
• How SDG have proven that effectively managing customer expectation has a direct effect on loyalty

This session will be a great insight to a fascinating retailer who, on the same day in 2011, because truly global, going live in over 40 new countries simultaneously!

Back To Top

---