7 Steps to Deliver Better Customer Experiences

Featuring brand-building expert Denise Lee Yohn, author of the books What Great Brands Do and Extraordinary Experiences: What Great Retail and Restaurant Brands Do.
Sponsored by KPMG
Complimentary Video Webinar

Tuesday, November 15, 2016

12:00 PM - 1:00 PM US Eastern
11:00 AM - 12:00 PM US Central
10:00 AM - 11:00 AM US Mountain
9:00 AM - 10:00 AM US Pacific
5:00 PM - 6:00 PM GMT

Webinar Overview

The customer experience is the single most important factor for business success. 

This was declared more than a decade ago by marketing gurus Don Peppers and Martha Rogers. Yet today, most companies still use an incomplete definition of customer experience and have incomplete tools and approaches to manage it. Instead of an integrated, holistic customer experience, companies have narrow silos that each focus on different pieces of the experience in an uncoordinated way.

This doesn’t have to be the case. Using seven key steps, brand-building expert Denise Lee Yohn helps companies design and deliver dramatically improved experiences by using a customer experience architecture. This framework enables companies to deliver optimal experiences to different customer segments.

On November 15, in a live, interactive Harvard Business Review webinar, Yohn will share the seven parts of this customer experience architecture and provide practical examples of how companies are breaking down silos and delivering differentiating experiences.

To learn about a proven, practical tool for transforming your organization’s customer experience, join Denise Lee Yohn and HBR on November 15.

About the Speaker

Denise Lee Yohn   Brand-Building Expert, Speaker, and Author

Denise Lee Yohn

Brand-Building Expert, Speaker, and Author

Denise initially cultivated her brand-building approaches through several high-level positions in advertising and client-side marketing. She served as lead strategist at advertising agencies for Burger King and Land Rover and as the marketing leader and analyst for Jack in the Box restaurants and Spiegel catalogs. Denise went on to head Sony Electronic Inc.’s first ever brand office, where she was the vice president/general manager of brand and strategy and garnered major corporate awards.  She has run her own firm as an independent consulting partner since 2004.

An influential writer and brand expert, Denise wrote the bestselling book What Great Brands Do: The Seven Brand-Building Principles that Separate the Best from the Rest (Jossey-Bass) and the new book Extraordinary Experiences: What Great Retail and Restaurant Brands Do.  She enjoys challenging readers to think differently about brand-building. She has been a regular contributor to the Harvard Business Review blog, Forbes, Seeking Alpha, and the monthly column Brand New Perspectives to QSR Magazine.  Denise regularly appears on Fox Business TV and other international news media as a commentator on breaking business news. In 2008 she launched her blog, brand-as-business bites™, which the Marketing Executives Networking Group (MENG) named as one of the top 20 marketing blogs.

With her expertise and personal approach, Denise has become an in-demand keynote speaker and addresses business leaders around the world. When she’s not writing or speaking, she serves as a board member of San Diego Sport Innovators and the non-profit Urban Life.

Outside of her professional roles, Denise counts hiking Mount Kilimanjaro, dancing with a professional ballet company, and flying a helicopter as some of her greatest life experiences.

Please note that KPMG LLP’s sponsorship of this webinar is not intended to address the specific circumstances of any particular individual or entity and does not constitute an endorsement of any entity or its products or services. This content represents the views of the author, and does not necessarily represent the views or professional advice of KPMG LLP. 

The KPMG name and logo are registered trademarks or trademarks of KPMG International.