Author of the book 'Customer Advocacy; When You Care, People Notice'

Nicolette Wuring Msc, former Vice President Customer Care for UPC Broadband Europe, a +10 million customer Multi System (Cable) Operator in Europe (UPC Broadband), was responsible for the turn around of the customer facing side of its business from worst to best in class for serving its customers, winning 2 Contact Center Awards and a nomination for the CRM Award. Service has become one of their key differentiators, the cost to serve and the customer acquisition costs decreased materially, the customer loyalty as well as the share of wallet increased significantly.

She has a long, successful history in the field of Customer Operations. She has been responsible for launching services like Pay-per-View, Pay-TV, High Speed Data, Cable Telephony and e-services as well as mergers and reorganizations in a variety of industries in Europe and the United States of America.

Nicolette is the founder and managing director of Customer M@nagement Services a strategic consulting company that specializes in creating and implementing value propositions that increase companies their brand equity, their bottom line performance, as well as inspires their employees and customers to advocacy.

Nicolette her passion is assisting, guiding and inspiring people and companies in their strategic reorientation and transformation from management by control to transformational leadership, from shareholder to stakeholder-driven, and from product to customer-driven.

She also is the initiator of the 'Transformational Leadership Curriculum' that assists managers, teams and organizations in their (personal) growth process transforming the way they operate and manage themselves and others from being driven externally to their own essence, from human doing to human being; creating work environments that are meaningful, and that encourage among people a sense of effectiveness and competency, autonomy, initiative, creativity and entrepreneurship. The kind of engagement that creates a compelling connective quality to 'mission' and 'values'; that connects mission & values with culture and structure.

Topics

• Customers: Loyalty in Behavior & Attitude

• Customer & Employee Advocacy

• Advocacy Builds Equity

• Advocacy & Sustainability

• Engagement & Emotional Commitment of Employees and Customers

• Change management

• Embedding Mission & Vision in Culture & Structure

• Service Propositions & Brand Positioning

• Value, Brand & Relationship

• Strategic Positioning & Role of Customer Service/Care

• Transformational Leadership: Creating the Kind of Environment where People, Independent of Formal Positions, Engage Each     Other and Raise One Another to Higher Levels of Motivation, Commitment, Responsibility, Quality, and Performance

• Women & leadership

• Employee & Customer Advocacy Masterclass

• Return on Involvement (vs. Return on Investment)

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