Revolutionising business travel, Louise Fowler introduced the British Airways Executive Club and the first beds on a plane. Since then, Louise has consulted for M&S, Allianz, and O2 and recently concluded a 20-month assignment as Chief Marketing and Digital Officer at the Post Office, leading a significant marketing integration program to improve the customer journey. As a keynote speaker, facilitator and event chair, Louise helps audiences define and deliver breakthrough customer strategies by stressing customer-centricity and how to connect with them in the digital age.
This session explores the importance of creating memorable moments for customers and how it can elevate their overall experience. Attendees will learn practical strategies for creating these moments, including personalization, surprise and delight, and emotional connections. By implementing these techniques, businesses can improve customer loyalty and satisfaction, increasing revenue and growth.
