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Key Speakers:



Geoff Balfour- Management and marketing consultant

“Managing the customer experience for sustainable profitable growth”



More than 30 years sales, marketing, management and leadership experience member of the Chartered Institute

of Marketing and Institute of Customer Service. Having worked with large global corporates and small one person

businesses and many in between Geoff knows from personal experience that ultimately peoplebuy from people;

customers and suppliers are people, and it is the meeting of each others needs that creates a win-win sales

environment. Marketing, management, leadership and sales are all about detailed research analysis and control

of the interaction of people, both internal and external customers.



The presentation will discuss the management of the customer experience and describe how the processes are

directly linked to predictable, sustainable profitable growth. The weaknesses of many customer satisfaction

programmes, why they fail and how to develop one that succeeds. The enormous gap between perception of

companies and their customers when it comes to delivering customer service excellence. Business success is

the responsibility of the business leader, business failure is not from external competition; it is from lack of

focus on customers.



There will be a few examples of how to improve customer service, how it leads to enhanced customer experience

and how that ultimately leads to measurable profit growth.



Founder and Managing Director of Business Initiatives, an independent, associate based, management consultancy.

Currently focusing on delivering support to SME business Owners through the NWDA Winning Pitch High Growth

Programme, Customer Service Training and implementing Exemplar Customer Management Programmes.





Stuart Heaton – Rock FM

“Your Future Project”



The project enables everyone involved in education to gain a multimedia presence online as part of the Rock FM website.

It is also designed to offer students and parents a reputable comparison guide to schools and colleges throughout the Northwest.

In addition, the Your Future project also incorporates Days At Rock FM that provides students of all ages with a chance to gain

work related experience in a working radio station. Rock FM has designed a number of sessions that will enhance the students’

abilities with the real life skills they need to support their studies.



The Day at Rock FM sessions offer on-air and on-line podcast production where they will produce and record a live show, record

a podcast, experience audio editing using industry standard software and equipment, experience a DJ Masterclass and so much more.

Professionals who work everyday in the media will support all of this and pass on their own experiences direct to the students.



Rock FM is working with a number of organisations and are always looking for potential businesses to ensure the project is targeted

at helping to achieve learning outcomes needed by students.