Joakim Thörn

Customer Engagement beginns here!

Joakim Thörn's Bio:

Joakim Thörn's Experience:

• CEO & Partner at Bright Verksamhetsutveckling AB

  January 2010 - December 2011

  Bright was founded in 2000. Since then over 1,000 contact centre reviews have been carried out and millions of clients' customers have been surveyed. Based on this we know what it takes to become a best in class customer service operation and have perfected our tools to help clients achieve this. The Bright Suite analyses and benchmark key performance indicators of contact centres in all sectors. Main areas covered are: - Performance - Customer satisfaction - Employee engagement The results form a platform for participants' target setting and improvement plans. The end goal is to significantly improve our clients' competitive edge, at the same time as we improve overall customer and staff satisfaction.

• Marketing manager at YouCall Sverige AB

  April 2002 - January 2010

  People, advanced telecommunications and deep integration into the customer's IT systems and processes are three main components of YouCalls outsoursed businessvalue. A combination of expertise, service and advanced it allows the company to provide services of great value to companies and municipalities, government agencies and counties. Customers do not invest in expensive equipment. Suffice it to connect to YouCalls attendant or customer service functions.

• Co Founder at Itrim Sverige AB

  February 2003 - March 2006

  Itrim is a Swedish network within exercise and weight loss that won't let you out of its sight until you are at the weight you are most comfortable with. A scientific study of Itrim's weight loss results shows that members on average lose 10.8 kg (23.8 lbs) with a waistline reduction of 11.8 cm (4.65 in) during the first 12 weeks. This result lasts even after an entire year. That makes Itrim's program a world leader within sustainable weight loss. We follow your progress personally and give you support and guidance the whole way. We contribute with great personal commitment and appeal to women and men of all ages who want to live a healthier life.

• CEO at SYSteam Telecom

  January 1999 - May 2002

  SYSteam arbetar som strategisk helhetsleverantor inom IT och erbjuder tjanster inom management, engineering, affarssystem, systemutveckling/integration samt teknisk infrastruktur och drift. SYSteam fungerar dels som helhetsleverantor till sma och medelstora foretag och dels som specialist gentemot storre foretag och utvalda branscher. Denna specialistkunskap erbjuds aven till SME-segmentet. Ingaende insikt om kundens verksamhet och processer tillsammans med omfattande kunskap inom informationsteknik gor att SYSteam kan tillfora affarsnytta. SYSteam har kontor och dotterbolag pa drygt 50 orter i Norden och har cirka 1 030 anstallda.

• Business Consultant at Concent Affarstelefoni AB

  August 1997 - December 1998

  Co-founder, CEO

• Customer Engagement Advisor at Graden Mattsson AB

  August 2011

  Overview GM Graden Mattsson was founded in 1997 and is still owned by the founders Ulrika Graden and Maria Mattsson. The Group currently has 180 employees and consists of three companies (one pending). The total turnover for 2011 was about 63 million. Main activities GM is working with Co-sourcing for client meetings remotely. We run, together with our customers, sales and service organizations with the ambition to be as close to market and customer as possible. We work in long-term relationships which we build the future of organizations, focusing on wealthy people who through their passion and knowledge, creates actively engaged customers who spread good reputation of our clients' brands. The subsidiary GM Direct communication is specifically targeting insurance intermediaries. The company staffs If Insurance's sales centers in five locations in Sweden and, together with If responsibility for the results and progress. Competence GM has also been engaged in building and managing sales and service organizations in order to give our clients more and more committed and engaged customers. We build our team to the customer's needs and challenges.

• Partner at Qualitycoach Sweden AB

  November 2008

  Qualitycoach helps businesses and organizations to build greater loyalty and engagement among employees and customers. With over thirty years of combined experience in customer service & loyalty, sales and leadership we create value that can be directly quantified in measurable metrics for the business. We are very passionate about the idea that people influence people, and that it is through shared values, conversation and dialogue that attitudes and behaviors can seriously change. We believe in personal influence with strong leadership as a key to success in communication. Large customer focus from "out to in", structure and culture are the basics that we always assume. We started in November 2008 and our workplace is the Nordic region.