Romancing your customer

Taking a broad definition of customer, we will be trying to give an inside view behind different as well as best customer techniques. Looking at this topic from usual and unusual angles, we want to share knowledge and experience of, for example, how to turn a bad/challenging situation into a good/positive one and thereby retain the customer. Also touch on current challenges and future/outlook on customer service.


  • Don Williams

  • Inge Proost

  • Giovanni M. Mancini

Date: 25th of September

Time: 4 to 8.30PM

Venue: One Alfred Place, 1 Alfred Pl, Fitzrovia, London, WC1E 7EB

Done Williams is a quintessential entrepreneur. Insightful, smart, driven, talented and a creative wizard. He is genuinely interested in helping others succeed.
— Lelslie Hayes, Leadership Committee at Entrepreneurs Organization

Key Speaker - DON Williams

CEO * Keynote Speaker * 2 Time #1 Best Selling Author & #International Best Selling Author

Don Williams Global is a company dedicated to changing business around the globe one “WOW Experience” at a time. Author of #1 International Best Seller Romancing Your Customer, Don speaks, trains and coaches on the magic that happens when you “Get Your Heart in the Game”. For 30 years Don has worked with Fortune 500 and International firms elevating customer experience to a level of Love. Don’s International clients include companies like Alcon Lab, Thyssen Kruppe, Essilor, BLUELINE Rediform, etc

Do you want to passionately attract, retain, and win-back loyal customers for unbelievable profitability?

Don Williams, CEO, is your guide to quickly and easily elevate your customer service to provide an experience so positive that customers return again and again to do business with you. In this practical, interactive handbook, learn the secrets to lower cost acquisitions, higher conversions, and increased customer life cycles. Add the Wow! factor to your customer service and your clients will recommend your company to others. The Wow! is in the how, and Don Williams shares insights from his 30-year history working with successful Fortune 500 clients. Make romancing your customer a priority and a lifestyle and you'll attract the right clients, keep them longer, and do significantly more business.

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Guest Speaker - INge proost

After another so-so dinner in a restaurant, Inge combined her extensive experience as a marketer with her digital enthusiasm and founded DineRate. This SaaS platform enables giving feedback that actually reaches the right people and helps them to improve their service. Wouldn’t you love to return to a restaurant knowing your feedback led to continual improvement?

And so DineRate evolved to the Rate-group, that helps fields (i.a. Dutch healthcare, Education and Government Institutions) to continuously improve through feedback.

Inge will speak of her entrepreneurial journey and best practices to create a positive work culture and keep your customers happy!

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Guest Speaker - Giovanni Mancini

Founder of TopLife Concierge, the Italian specialised outsourcer for concierge services for both corporate (Accenture, etc.) and private individual clients, founded 10 years ago with offices in Milano, Sofia and Lugano.

Giovanni is also an active investor in luxury leisure start-ups, such as Pure Drivers Club. He is a member of the third generation of a family operating in hospitality management and Real Estate. Graduated from Università Commerciale 'Luigi Bocconi' and mentor of their entrepreneurship student association 'E-Club’.

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Brian leads the Institute of Customer Service’s activities in research and insight. He joined the Institute from BT where, over 18 years, he worked in a variety of marketing, commercial and strategic roles for a broad range of customers from small businesses to large, global corporates and government departments.

He began his career BT heading up a busy customer service operation in the North East of England. Brian was educated at New College, Oxford and has completed an MSC in European Policy and Management at Birkbeck College, University of London. He has also worked as a Pontin’s bluecoat.

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After nearly being an actor, Ben started his entrepreneurial journey building an IT consulting business in the mid 90’s.  He ended up joining his biggest client, one of the UK’s leading film extra casting agents. He was their General Manager for 7 years, leading a team casting all the zombies in Shaun of the Dead and all the Centurions in Gladiator amongst may other weird and wonderful projects.  

In 2005 Ben joined a small consultancy specialising in executive and team development and coaching, and in 2007 founded Coachmatch, alongside the partners.  Coachmatch grew to be a leader in the executive coaching market, serving many of the world’s largest organisations, connecting them with a global network of 300 coaches and facilitators. 

He now is a member of the founding team at Atomex, which provides investment, capability and strategy to mid-stage SMEs looking to accelerate growth.  Alongside this he also consults independently to a select group of clients supporting creation of strategy, vision and innovation, as well as speaking and acting as an event host.