Delivering a Great Client Experience

24 March 2010

2:00 PM - 5:00 PM


The Harry Hems Centre, Exeter


This dynamic and interactive workshop will provide you with up-to-date knowledge,

strategies and skills to identify, manage and meet client expectations.

The workshop will include:

• How to identify what your clients really value

• Creating the client experience that gives you a unique competitive advantage

• How to build individual relationships with all project stakeholders to achieve a great


• Understanding the key communication tools, skills and service language to ensure you

successfully manage your customers' expectations

• Sharing of best practice within the industry

• Problem solving across the group to ensure you can overcome your current client

challenges and increase the performance of your business.

Speaker: Derek Blackburn, Sidona Group

Derek Blackburn is Managing Director of Sidona Group. He spent 20 years in senior service

leadership roles within financial services including the setting up of Egg plc before forming

Sidona Group in 1999. Derek has delivered customer experience consultancy and training

to many companies in the construction sector as well as in retail, housing, tourism and the

communications industry. His support has enabled these companies to achieve greater

revenue, customer loyalty and a unique competitive edge from developing their customer

experience. Derek's style is energetic, humorous and down to earth.


Fees (per seminar) – 17.5% VAT applies

RIBA members £55.00 + VAT (£64.63) Students members £27.50 + VAT (£32.31)

Non-members £65.00 + VAT (£76.38) Students non-members £48.75 + VAT (£57.28)


Michelle Taylor

0844 800 2767


RIBA South West

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