Inspirational Leadership and Profitable Customer Relations - SLP M3


IEDC, Bled
18.11.2021 09:00 AM
€ 1.250 without VAT
€ 1.125 without VAT
October 18, 2021

Give your customers reasons to stay. If not, sooner or later they will find a reason to leave. 

About the Seminar

Inspirational Leadership and Profitable Customer Relations is part of a series of two seminars offered under the scope of the Senior Leadership Program.

The seminar can be taken separately or as a part of the whole Senior Leadership Program. Give your customers reasons to stay. If you don’t, sooner or later they will find a reason to leave. Learn how to provide customers and employees with relevant, differentiated and credible reasons to be with us, to talk about us, to co-create with us, to let us grow together with them.


should attend?

  • Middle and top management responsible for improvement of customer and employee relations.
  • Employees that have direct contact with customers.
  • Suitable for representatives of both servicebased and product-based companies, as well as public sector organizations and NGOs.


should I attend?

  • Acquire ready-to-use tools to understand, measure and foster customer centricity and customer loyalty.
  • Learn from the best B2B and B2C practices.
  • Get inspiration and ideas to implement in your business or area of responsibility.
  • Develop a plan to turn profitable customer relations into a competitive advantage.


The seminar covers the following topics

  • Managing Customer Experience in the present (and post) pandemic situation: a Volatile, Uncertain, Complex and Ambiguous (VUCA) environment.
  • Analysis of a service profit chain
  • Co-creation of experience with customers and employees
  • Communicating value to customers and employees and an overview of common errors to be avoided
  • Creating successful value propositions
  • Capturing value from customers in todays’ challenging environment: eight ways to increase profitability
  • Leadership practiced in customer- and
    employee-centric organizations


Start date: November 18, 2021 at 9:00 AM

End date: November 19, 2021 at 5:00 PM

Program fee

1.250 € + VAT for one separate module

Early Bird: 1.125 € + VAT until October 18, 2021

Senior Leadership Program

The program is intended to provide managers with new insights into the successful leadership practices that create transformational shifts in organizational culture and performance.

  • Module 1: Sustainable Growth through Innovation

    R.D. Austin, Ivey Business School, Western University, Canada
    May 20-21, 2021

    Based on “Artful Making” – a scientific theory with high respect for the creative process - developed by Prof. Robert D. Austin, this 2-day seminar is designed for top managers and team leaders responsible for creating innovative products and services, leading innovation processes, or who wish to set up an innovation culture in their organizations. 


  • Module 2: Leadership, Complexity and Change
    P. Casse, IEDC-Bled School of Management, Slovenia and
    Moscow School of Management Skolkovo, Russia 
    September 13-14, 2021 

    The seminar explores key leadership challenges in organizations facing turbulent changes, outlines leadership competences needed and allows the participants to reflect on their own competences and skills. 



Albina Ribic
Albina Ribič
Executive Education Sales Advisor
Seminar »Inspiring Leaders and Engaged Employees, Profitable Customer Relations« with Juan Serrano

The IEDC seminar with Prof. Serrano was one of the most engaging I have ever attended. He created an environment allowing for a constant exchange of ideas and experiences. I found real value in course material - it broadened my views and showed me some new perspectives.

Predrag Ćulibrk, Bosnia and Herzegovina

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