In this episode of The Conference Collective, Darrell Hardidge takes centre stage to unravel the intricacies of customer success in the realm of business events. Join us as we delve into the critical role of analytics and reporting in monitoring client satisfaction, event success, and attendee engagement.

Darrell sheds light on common pitfalls affecting client happiness and emphasises the pivotal role of effective communication. The discussion unveils why proactive engagement with clients is paramount and explores the contrast between proactive and reactive approaches in ensuring long-term success.


About Darrell Hardidge:
Darrell is the founder and CEO of Saguity. A specialist customer experience company that has interviewed over 600,000 customers.Darrell helps businesses understand what creates extreme Customer loyalty, and how to create and replicate the service excellence behaviours that earn the trust of your market.

Customer Satisfaction as a measurement of your loyalty is no longer valid or effective, it’s the yellow pages of the past. The new focus, leading companies have, is on measuring Customer Appreciation, the heart connection and what makes you highly Relevant to your market. Darrell is the published author of “The Client Revolution” and the best seller “The 10 Commandments of Client Appreciation”.

Darrell’s LinkedIn: https://www.linkedin.com/in/darrellhardidge/
Saguity Website: https://saguity.com/


About The PCOA:
The PCO Association is the leading body representing the interests of Professional Conference Organisers and Event Managers in Australia and New Zealand.

The Association’s objectives are to increase the standard of professionalism of its members and promote a better understanding of the roles, functions and contributions of Professional Conference Organisers and Event Managers and other practitioners in the conference and event sector.

Website: www.pco.asn.au


About Connected Event Group:
At Connected Event Group we offer innovation and creativity in audio-visual services and event production, employing technical solutions that help people and businesses communicate with each other. We’ve been translating event technologies for our clients for over two decades specialising in AV equipment and service, technical event production management and broadcasting, across a range of industries. We’re experts in making the impossible possible.

Website: www.connectedeventgroup.com


About Libbie Ray:
Libbie Ray is the Director of Connected Event Group and the President of the Entrepreneurs Organisation Sydney. Libbie's 20 years of experience across marketing, events, technology, and broadcast production provides a well-rounded approach to the new world of events. Libbie's passionate about sharing her knowledge and insights and works with Skills IQ and TAFE to assist in the development of the training and education framework for her sector.

Libbie’s LinkedIn: https://www.linkedin.com/in/libbie-ray/