Customer Relations in Rail Conference 2013

CUSTOMER RELATIONS IN RAIL CONFERENCE 2013
19th & 20th March 2013 - Radisson Blu Plaza Hotel, Sydney

We are pleased to share with you a paper written by Vanessa Gavan , Founder and Managing Director of Maximus International, on customer centricity as the key to a sustainable future in today’s competitive business environment:

Vanessa is an insightful and experienced organisational development consultant. For over 15 years, Vanessa has consulted to an impressive range of leading Australian and international organisations to enhance business strategies, improve executive and leadership capability, redesign organisation structures, and deliver business-wide performance solutions. We are pleased to welcome Vanessa to the speaker faculty of Customer Relations in Rail 2013.

ARA Customer Relations in Rail Forum will identify the strengths and weaknesses in rail’s current relationships with its customers, examine the needs of the customer in both freight and passenger operations, and develop strategies to meaningfully engage our customer base. Key discussions will include:

• Why better customer relations is the next big challenge for the rail industry to conquer
• The true cost of inadequate customer relations – What does it mean for your business?
• Defining and driving customer-centric outcomes within your organisation
• Understanding the intricacies of your customers’ business in order to create value – For them!
• Methods to effectively, and efficiently, analyse the market, the customer and the competition
• Turning customer data into revenue for your organisaton
• Targeted customer relationships management
• Identifying the current gaps in current relations for both passenger and freight rail providers and the necessary actions that need to be taken to bridge them
• How as rail operators are we able to deliver a service which results in added value for our customers?
• What do rail customers want from their freight services?
• Techniques to build more flexibility into rail scheduling in order to meet the needs of the customer base whilst maintaining operation efficiencies
• Customer experience mapping to identify barriers to achieving optimum passenger satisfaction
• Integrating social media with customer relationships management strategies

Attendees will have the opportunity to learn from, and network with, rail industry leaders, rail customers plus customer relationship experts across a variety of customer-centric organisations. Plus - Take away key strategies your organisation needs to realise the competitive advantage that results from outstanding customer relations.