Nicolette Wuring MSc
Biography of Nicolette Wuring MSc
Customer & Employee Advocacy and Transformational Leadership
Author of the book 'Customer Advocacy; When You Care, People Notice'
Nicolette Wuring Msc, former Vice President Customer Care for UPC Broadband Europe, a +10 million customer Multi System (Cable) Operator in Europe (UPC Broadband), was responsible for the turn around of the customer facing side of its business from worst to best in class for serving its customers, winning 2 Contact Center Awards and a nomination for the CRM Award. Service has become one of their key differentiators, the cost to serve and the customer acquisition costs decreased materially, the customer loyalty as well as the share of wallet increased significantly.
She has a long, successful history in the field of Customer Operations. She has been responsible for launching services like Pay-per-View, Pay-TV, High Speed Data, Cable Telephony and e-services as well as mergers and reorganizations in a variety of industries in Europe and the United States of America.
Nicolette is the founder and managing director of Customer M@nagement Services a strategic consulting company that specializes in creating and implementing value propositions that increase companies their brand equity, their bottom line performance, as well as inspires their employees and customers to advocacy.
Nicolette her passion is assisting, guiding and inspiring people and companies in their strategic reorientation and transformation from management by control to transformational leadership, from shareholder to stakeholder-driven, and from product to customer-driven.
She also is the initiator of the 'Transformational Leadership Curriculum' that assists managers, teams and organizations in their (personal) growth process transforming the way they operate and manage themselves and others from being driven externally to their own essence, from human doing to human being; creating work environments that are meaningful, and that encourage among people a sense of effectiveness and competency, autonomy, initiative, creativity and entrepreneurship. The kind of engagement that creates a compelling connective quality to 'mission' and 'values'; that connects mission & values with culture and structure.
Topics
- Customers: Loyalty in Behavior & Attitude
- Customer & Employee Advocacy
- Advocacy Builds Equity
- Advocacy & Sustainability
- Engagement & Emotional Commitment of Employees and Customers
- Change management
- Embedding Mission & Vision in Culture & Structure
- Service Propositions & Brand Positioning
- Value, Brand & Relationship
- Strategic Positioning & Role of Customer Service/Care
- Transformational Leadership: Creating the Kind of Environment where People, Independent of Formal Positions, Engage Each Other and Raise One Another to Higher Levels of Motivation, Commitment, Responsibility, Quality, and Performance
- Women & leadership
- Employee & Customer Advocacy Masterclass
- Return on Involvement (vs. Return on Investment)
Photos of Nicolette Wuring MSc
Books of Nicolette Wuring MSc
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Title:Customer Advocacy Subtitle:When You Care, People NoticeAuthor:Nicolette WuringPublisher:BookSurge Publishing Book:Paperback, 118 pagesISBN:978-1-4392-0024-7Order this book? Click here!Customer advocacy is the next competitive battleground. In 'Customer Advocacy &mdash When You Care, People Notice', author Nicolette Wuring sees that companies can no longer afford to deal with customers only as efficiently and effectively as possible from a company perspective. Every business is becoming a people business. It’s not the technology that sets companies apart, but company-customer interaction — consumers are at the forefront of business nowadays.
Unique in its genre, this book not only addresses the increasing need for Employee and Customer Advocacy and the growing sense of urgency, it enables you to assess whether this strategic direction is right for your company, and how to do it!
With a long, successful history in the field of Customer Operations, Nicolette Wuring has been responsible for launching services such as pay-per-view, pay-TV, high speed data, cable telephony, and e-services as well as mergers and reorganizations in various companies and countries in Europe and the U.S. Nicolette is the founder and managing director of Customer Management Services, a strategic consulting company that specializes in creating and implementing value and service propositions that increases brand equity and bottom line performance, inspiring employees and customers to a level of advocacy. She also facilitates 'Transformational Leadership Programs', and 'Employee & Customer Advocacy Masterclasses'. Her passion is guiding and inspiring companies in their strategic reorientation and transformation from shareholder- to stakeholder-driven, from product- to people-driven.
References of Nicolette Wuring MSc
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Stephen M.R. Covey
"Great customer service is hard to come by in today's world of 'faster, not better.' In Customer Advocacy, Nicolette Wuring proves great customer service is the key to creating growth through consumer-led promotion, loyalty, and peer-to-peer recommendations. Customer advocacy is high trust in action, increasing speed and lowering costs. Set yourself apart—care!"
'New York Times' bestselling author of 'The Speed of Trust: The One Thing That Changes Everything'
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Wessel Ganzevoort
"In Customer Advocacy, Nicolette Wuring shows the vital importance of making real connections with customers. She does this brilliantly by giving both very practical and effective recommendations and profound conceptual insights."
Boardroom consultant for Leadership and Organization and Professor at the Amsterdam Business School
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Jenny Elissen
"Wake up! Growth fetish nearly made us believe business isn't about love but preferences. It's not about people but FTE's, not about customers but RGU’s (revenue generating units). Well, guess what, in Customer Advocacy, Nicolette Wuring shows us it is a dead end street. In a world where nothing is truly original anymore, authentic customer care is magic! Great to give, fantastic to receive. It makes our day! So ask yourself: is your brand ready to make the day?"
Founding Partner NewGenes, Business innovation network
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Robert Murray, President
"Great energy; Great use of the videos; A great speech, informative, entertaining, touching emotions and moving to action! Great use of space!"
CompassPeak Inc., Canada
Publications of Nicolette Wuring MSc
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Article EFMA Magazine, July-August 2008
Development of customor loyalty:
When you care, people notice
Video's of' Nicolette Wuring MSc
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