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MT 17 April 2016

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45 Events maltatoday, SUNDAY, 17 APRIL 2016 MRB hosts successful B2B networking conference ON 8 April, MRB Publications Ltd held its annual B2B market- ing and networking event "Cus- tomer Journey, How to Achieve Excellence in the Customer Experience", a theme of funda- mental importance to any busi- ness today. The conference was launched by Evarist Bartolo, Minister of Education and Chris Cardona, Minister of the Economy, In- vestments & Small Business. Never before have some of Malta's finest brains and prac- titioners in this subject assem- bled under one roof in Malta to talk about The Customer Jour- ney and the Customer Experi- ence. As Don Peppers and Martha Rogers stated, in their famous book 'Return on Customer', "the customer experience is the single most important factor for business success. The only val- ue your company will ever cre- ate is the value that comes from customers — the ones you have now, and the ones you will have in the future." And what a conference it was, with two key speakers f lown purposefully from the UK. Steve Woolley, from the Chartered Institute of Market- ing, highlighted new research on branding where the brand promise was not meeting cus- tomer expectations. He argued that delivering on the brand promise, expressing the brand personality, and bringing the brand attributes to life should be the primary objectives when designing the customer experi- ence. Another guest from the UK was Mike Ashton, one of the UK's leading experts on cus- tomer excellence and part of the Hilton International team which designed the service excellence model which the Hilton Hotels currently uses, talked about "Making customer Experience Happen". Prof. Louis Naudi gave an overview of the Customer Jour- ney where businesses have long emphasized individual touch points which are moments when customers interact with an organization, from purchase and thereafter e.g. marketing, selling, post-sale servicing and renewal. He emphasized that most businesses measure cus- tomers' satisfaction with each transaction involving different parts of the organisation and perfecting such touch points is a common way for business to maximise customer satisfac- tion. However, research by Mc- Kinsey showed that while in- dividual touch points matter, a customer's complete total, end-to-end journey, managing customers' entire experiences across multiple touch points is the most important. Businesses able to manage the entire end- to-end customer engagement processing cycle rather than the channels used to interact with customers - could reap enor- mous rewards. Throughout the conference speakers referred to technol- ogy and people in the quest for excellence and Pierre Mallia talked about customer reten- tion management improving customer experiences. He il- lustrated this by demonstrat- ing how technology, designed by IMOVO, was able to improve the customer experience of eCABS. Dr Margaret Magnion, from the Edward De Bono Institute talked about whether user expe- rience could drive innovation; she provided one of the best examples of how observing the user experience led to design innovation in the environment of an MRI scanning suite which used to terrif y children. The morning was rounded off by Dr Silvio De Bono CEO of Idea Management who provid- ed an exceptionally witty yet se- rious message on organisational transformation and Steve Ten- don who talked about designing the "Customer experience from the inside out", the role of peo- ple in achieving excellence. The conference finished with a surprise visit by the renowned Dr Edward De Bono, inventor of the term lateral thinking who gave a witty rendition of his new word "Bonting", who also explained this terminology in his forthcoming book "Think- ing to create Value." Using advanced technologies for excavation work ORIGINALLY, the act of digging anything into the ground was a tough feat for anyone who was un- lucky enough to be assigned the manual task. Creating a big hole in the ground, regardless of the in- tention, required mainly a shovel and a tremendous amount of mus- cle power, which also brought with it obvious dangers and physical challenges. The first mechanical trenchers were initially invented to aid soldiers in digging trenches in the First World War. Buckets were attached to a rotating wheel that would scoop the earth as they pass to build the hole. Dirt would then proceed to be dumped in a chute and spread throughout the sides. While it was a clear step forward for the industry, a sub- stantial amount of manual work still had to be done. Needless to say, the transformation that has occurred in trenchers ever since has undeniably enhanced its per- formance. Nowadays, trenchers have com- modified a number of otherwise challenging tasks such as: bull- dozing, cutting hard ground and rock, digging wells and dredging amongst others. Faceworks Ltd. provides a trencher service which cuts in less time, provides a higher quality and better precision, as well as equips the worker han- dling the machinery with higher security. Trencher technology eliminates inconveniences caused by vibration and provides a con- siderable decline in the potential damage of neighbouring proper- ties. Faceworks Ltd., a leading com- pany specialised in demolition and excavation works, is commit- ted to invest in the most advanced technologies in order to offer the safest solutions on the market. Faceworks Ltd. prides itself on its ability to guarantee peace of mind, particularly for developments in residential areas. This is due to the modern fleet of excavators and trucks that are equipped with the latest technology designed to avoid accidental damages and pre- vent excessive noise levels. For a free quote or more information regarding the services, kindly call on 7942 8152 or send an e-mail to info@faceworks.com.mt Waffles Bros bring Belgium's favourite snack to Ta' Xbiex IN Belgium the best waff les are still the ones found on the streets made by vendors who, to this day, use the traditional ingre- dients, dating back to the 18th century, and the method of only serving the most freshly baked ones. The original waff le maker, Waff le Bros, is finally bringing authentic Belgian waff les to our shores, opening a more perma- nent place in Ta' Xbiex These delicious waff les first appeared locally at a food stand at the Isle of MTV two years ago, creating a regular demand for further appearances at other national events such as Notte Bi- anca. The next logical step was to open an espresso bar serv- ing superb coffee and fragrant teas to accompany a selection of both savoury and sweet waff les. These savoury gourmet waff les are perfect for a light yet satis- f ying brunch, lunch and even early supper. From mainstay ones such as bacon and cheese to the more sophisticated eggs Benedict waff les, you'll be spoilt for choice. And then treat your- self to a sweet tailor-made treat, choosing from a dizzying selec- tion of toppings, one more deli- cious than the next. Like the Waff le Bros Facebook page to find out more about regular deals, on both the daily menu and private catering. Waf- f le Bros also take bookings and delivery orders for surround- ing areas. Their mission simply aims to provide an eating expe- rience that will leave you happy and satisfied as all good eateries should.

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