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Agenda – Thursday, February 3
Keynote
9:15-10:00am - BATTLING FOR THE CUSTOMER HIGH GROUND
Richard Owen, Co-Author, Answering the Ultimate Question, and Satmetrix CEO
When customer expectations change, nimble organizations don't just react, they stay ahead of the curve. Better still, they innovate to redefine expectations and leave their competitors in the dust. Richard will discuss why information-rich organizations are crushing ones that are information-poor; and how the customer experience battle plays out on shifting sands that generate winners and losers in dramatic fashion. Hear how the Net Promoter discipline can arm your innovation strategy, or trap you if you become complacent.
Keynote
10:00-10:45am -
WHAT SUCCESS LOOKS LIKE WHEN THE CUSTOMER IS FRONT AND CENTER
What Success Looks Like When the Customer is Front and Center
Andy Lark, Vice President, Large Enterprise, Dell
Dell was founded 26 years ago on the premise of direct-to-customer relationships – everything they do is driven by customer needs, and measured in terms of customer outcomes. Using NPS to embrace customer feedback in order to improve customer experience, Andy Lark will share how focusing on "the one number" can show your organization what success looks like, but beyond that, give people permission to think innovatively and creatively about how customers can best be served. It's what you do with that number that really counts.
A winner of 2010's Forrester Voice of the Customer Award, Dell is putting this creative thinking into action in new and powerful ways: using Twitter, Facebook and community forums to stay connected to customers, and through innovative programs like IdeaStorm – which allows customers to innovate on the organization's behalf, and EmployeeStorm – an identical internal portal which gives voice to Dell's customers through some their best advocates, the agents who serve them every day.
TRACK - INNOVATION: Taking a New Approach
11:15-12:00pm - CUSTOMER-DRIVEN INNOVATION – THE EVOLUTION OF A SUCCESSFUL PRODUCT
Roy Rosin, Vice President, Innovation, Intuit
More than 80% of all successful innovations end up in a completely different place from where they start. Hear how Intuit navigates this innovation maze by nurturing employee product ideas, understanding customers’ unmet needs, savoring the surprises along the way, and creating products with an element of delight. Roy will illustrate these concepts using the evolution of the Intuit Health product line as an example. Through multiple innovation cycles, the company moved the Intuit Health NPS from -19 to + 77 and surpassed 3 million registered users, creating a new growth engine for the company.
TRACK - INNOVATION: Point of View
11:15-12:00pm - TURNING THE TELESCOPE ON OURSELVES - THE CUSTOMER'S POINT OF VIEW
Graham Button, Partner, Genesis, Inc., and Guest Blogger for Fast Company
For a moment, take off your work hat. Forget who you are on your business card and remember who you are at heart. An ordinary human being, a consumer just like your own customers. Someone living in a branded world, exposed all day long to a tone and pace set by companies and corporations. In this competitive atmosphere, how do you really know which way is up? Do the things that matter to you matter to them? Really matter? Graham Button will help us "turn the telescope around" to see how NPS® can be used as a safeguard in the marketplace, and is as much a customer tool as it is a corporate one.
TRACK - Net Promoter® Technology Workshops
11:15-12:00pm - CUSTOMER FEEDBACK DRIVES CUSTOMER RESULTS – USING CLOSED LOOP PROCESSES TO IMPROVE BUSINESS PERFORMANCE
Cameron Conway, Director, Business Consulting East Region, Satmetrix
By definition, customer experience management solutions allow you to follow up on customer feedback. But all closed loop processes are not created equal! In this session, join Satmetrix consultant Cameron Conway for a conversation about how best practices in action planning and action management can improve the business performance of your Net Promoter program. Topics of discussion will include: how to decide who will own alerts, predictive modeling on alert volume, and using customer data to do account planning. Cameron will be joined by Satmetrix product experts who will demonstrate innovative technology that can help you deliver these results.
TRACK - INNOVATION: Taking a New Approach
1:15-2:00pm - AN INNOVATIVE PRESCRIPTION FOR CHANGE – THINKING LIKE A RETAILER TO MAKE HEALTHCARE A MORE POSITIVE EXPERIENCE
John A. deLorimier, Senior Vice President and Chief Marketing Officer, Concentra, and Ted Bucknam, President, Concentra Urgent Care
With over 300 medical centers and more than 250 workplace clinics in 40 states, Concentra provides workers and families with a variety of health and wellness services. In 2008, the company had an opportunity to redefine themselves, with the goal of making a visit to one of their facilities a more welcoming, respectful, and skillful experience. Once the executive team agreed that change was necessary, they took radical steps to create a brand around the kind of experience they wanted people to have. They conducted focus groups; rewrote their mission, vision, and values statements; rebranded "storefronts" and redesigned their logo, adding the tag "Treated Right" to reflect the company's enhanced commitment to customer service and clinical excellence. And then, they lived their brand – linking compensation to NPS®; building dash boards so that centers could check their numbers on a daily basis; holding "execution training" to address customer concerns. John deLorimier and Ted Bucknam will share their results and talk about where Concentra goes from here.
TRACK - INNOVATION: Point of View
1:15-2:00pm - REINVENTING THE WHEEL – THE SCIENCE OF CREATING LIFETIME CUSTOMERS
Chris Zane, President, Zane's Cycles
Everyone knows that acquiring new customers is considerably more expensive than maintaining a relationship with your existing ones, but do you know what the lifetime value of one customer is to your bottom line? Zane's Cycles unique and inspiring approach to customer relationship marketing has resulted in a 25% annual growth for 29 years. Chris Zane will talk about needing to understand the psychology of your customers; offer ideas for reinventing your organization; and discuss the tools needed to build trusting, lifetime relationships in both the B2C and B2B markets.
TRACK - Net Promoter® Technology Workshops
1:15-2:00pm - OUR SECRET RECIPE FOR SUCCESSFUL SURVEY DESIGN – TECHNIQUES AND TECHNOLOGY
Dr. Vince Nowinski, Director, Methodology, Satmetrix
When it comes to survey design there are some clear do's and don'ts for your Net Promoter program. Vince will lead a dialogue about best practices for business surveys including a background on survey and question design. Specific examples will be utilized from relationship and support surveys, and we will demonstrate how quickly and easily these best practices can be implemented in a design session using the latest technology from Satmetrix.
TRACK - INNOVATION: Taking a New Approach
2:15-3:00pm - NPS PLUS INNOVATION – WATCH WHAT HAPPENS
Gibbs Jones, Senior Vice President, Customer Experience, Suddenlink Communications
As the seventh largest cable operator in the United States, Suddenlink Communications knows that innovation can be a key competitive advantage. Over the years, Suddenlink has implemented a number of innovative programs and processes that have resulted in proven success. Gibbs Jones will talk about how an organization that stressed innovation as part of its customer service culture was perfectly poised to take advantage of NPS and turn up the volume on the voice of the customer; use feedback to impact employee engagement and commitment; and harness the power of social media – not only as a way of addressing customer problems, but also as an essential tool to help add value.
TRACK - INNOVATION: Point of View
2:15-3:00pm - THE OWNERSHIP QUOTIENT – PUTTING THE SERVICE PROFIT CHAIN TO WORK FOR UNBEATABLE COMPETITIVE ADVANTAGE
Joe Wheeler, Executive Director, The Service Profit Chain Institute
The Service Profit Chain Institute, a Boston-based consulting firm dedicated to helping companies achieve better performance by improving the linkage between employees, customers and profits, was founded by Joe Wheeler and Professors James Heskett and W. Earl Sasser of the Harvard Business School, to partner with companies to bring the concepts associated with The Service Profit Chain® to life in their own organizations. World class companies such as Harrah's Entertainment, SAS Institute, Wegmans Food Markets and Build-A-Bear Workshop apply the service profit chain in such a way that they achieve high levels of engagement and ownership from both customers and employees. In this session Joe will share some of the findings from his recently released book: The Ownership Quotient – Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. During this presentation you will learn how Service Profit Chain leading companies focus on improving their "Ownership Quotient" of both customers and employees, increase their Employee "OQ" through more authentic engagement, and foster a culture of ownership.
TRACK - Net Promoter® Technology Workshops
2:15-3:00pm - CREATING CHANGE WITH FEEDBACK – SUCCESSFULLY ANALYZE, SHARE AND OPERATIONALIZE RESULTS
Dr. Laura Brooks, Co-Author, Answering the Ultimate Question, and Vice President, Innovation and Strategy, Satmetrix
So often, we fail to use customer feedback to improve our businesses. Whether surveys are run separately across multiple departments or operations is not bought into your program –there are a number of stumbling blocks that can hinder your ability to increase loyalty and drive growth for your organization. In this workshop, Laura will take us through key elements every Net Promoter® program needs to analyze, share and operationalize results. She will identify best practices for a successful program and review key capabilities your technology should have –including alerts, dashboards and account level reporting– to ensure you can increase customer loyalty. Laura will be joined by Satmetrix product experts who will be on hand to illustrate how to utilize the latest software for customer experience management.
Keynote
3:30-4:15pm - THE PROMOTER FLYWHEEL – POWERING GROWTH BY LEVERAGING EMPLOYEE AND CUSTOMER ADVOCACY
Rob Markey, Partner and Global Head, Customer Strategy and Marketing Practice, Bain & Company, Inc.
Loyal employees help create loyal customers. Based on that realization, loyalty-leading companies have been working to turbo-charge profitable, sustainable organic growth through a combined, coordinated approach to employee and customer Net Promoter Scores. What are they doing? Which drivers of employee NPS® have the greatest impact on customer NPS? What are some practical lessons to be learned from the companies on the leading edge? Rob Markey will share some of the latest research and best-odds actions that any company can use to achieve a "multiplier" effect on customer loyalty with engaged, loyal employees.
Keynote
4:15-5:00pm - A WINNING STRATEGY – HOW A FANATICAL FOCUS ON CUSTOMER EXPERIENCE DRIVES BUSINESS RESULTS
Brian Scudamore, CEO, with Simon Lowe, Director of Operations, 1800-GOT-JUNK?
Brian Scudamore revolutionized the world of junk removal, building the world's largest junk removal service through his fanatical focus on customer experience. He was first to market with clean, shiny trucks; friendly uniformed drivers; upfront rates; and on-time service. Today, that's not enough to stay ahead of the competition. Find out how Brian's commitment to listening, really listening, to his customers has helped him continue to innovate and lead the industry by evolving his service model. In addition, Simon Lowe, 1-800-GOT-JUNK?'s Director of Operations, will let you in on how customer feedback is used at all levels of the organization to ensure 1-800-GOT-JUNK? wows every customer, every time.
Agenda – Friday, February 4
Keynote
9:00-9:45am - TWITTER, FACEBOOK, LINKEDIN OH MY! SOCIAL MEDIA'S ROLE IN YOUR NET PROMOTER PROGRAM
Deborah Eastman, General Manager, Business Consulting, Satmetrix
Social media is here to stay. Facebook reports 400 million users, LinkedIn 60 million and twitter 50m tweets per day. Whether you are a B2B or B2C organization, social media provides customers with a megaphone to share their experiences. Positive experiences translate to higher acquisition and negative ones can severely damage your brand. In this session we will evaluate three critical areas where social media should integrate with your Net Promoter program – extending your listening to include unsolicited feedback, connecting social media with your closed loop processes, and activating recommendations from your Promoters. Learn how to leverage new social media channels to increase loyalty and activate word of mouth.
Keynote
9:45-10:30am - DRIVING THE QUALITY UP – KEY TRENDS IN CUSTOMER EXPERIENCE
Megan Burns, Principal Analyst, Forrester
Organizations focus on many things in their attempts to drive customer experience improvement. But how well do those plans actually translate at the customer level? Megan Burns, of independent research firm Forrester Research, Inc., will share her latest research on customers' experiences with leading firms as measured by Forrester's Customer Experience Index, 2011. She will also discuss key trends in customer experience programs inside large companies, the challenges customer experience professionals face as they try to drive meaningful, lasting change across the organization, and tips for overcoming some of the most common barriers to change.
TRACK - Influencing Who Matters
11:00-11:45am - LEVERAGING YOUR PROMOTERS – USING FEEDBACK IN BOTH DIRECTIONS
Kathleen Stringfield, Global Director of Customer Experience, Lawson
Lawson provides ERP software and service solutions to more than 4,000 customers in manufacturing, distribution, maintenance and service sector industries across 40 countries. In spite of their global view, they have a concise motto – "Simpler is better." In this case, that's not only listening to what your customers have to say – it's letting them tell other customers what they need to hear! Kathleen Stringfield will share some of the simple actions Lawson has taken that have resulted in big gains. Whether creating a dynamic reference program that truly leverages their Promoters, developing a system to help customers better understand the product enhancement process, or recognizing that, based on customer feedback, "Lars" (you'll meet him at the conference!) is a huge differentiator for the organization, you'll hear how Lawson is delivering on a key part of their vision statement: "Offering our customers a superior experience."
TRACK - Planning for Action
11:00-11:45am - THE FUTURE OF BUSINESS – PREDICTING CUSTOMER BEHAVIOR WITHOUT A CRYSTAL BALL
Michael McOmber, Customer Experience Manager, Siemens IT Solutions and Services, North America
How valuable would it be to be able to know and address your customers' concerns before they started looking to the competition? There may be no such thing as a crystal ball, but Siemens IT Solutions and Services, a global provider of state-of-the-art IT solutions and outsourcing services, uses an approach that comes close. Michael McOmber will talk about some of the programs Siemens has implemented to evolve their organization from one that focuses on customer satisfaction to one that reaps the rewards of customer loyalty, including a dramatic increase in NPS®. By leveraging solid data to identify at-risk accounts, proactively addressing concerns, and working with key decision makers in "Critical-to-Quality" Workshops to develop and implement action plans for improvement, Siemens is increasing the organization's revenue as it moves customers up the spectrum from Detractors to Promoters.
TRACK - When Changing Your Culture Is Key
11:00-11:45am - HOW CREATING A CUSTOMER-FIRST CULTURE SETS YOU UP FOR SUCCESS
Jeff Anglin, Director, Customer Experience, Medtronic Diabetes
Medtronic Diabetes is committed to helping people with diabetes live longer healthier lives, through their technology as well as their responsive customer support. But in the midst of "business as usual," customers often stop being people and start being numbers, and strategies, and outcomes. To change that, Medtronic Diabetes changed their culture. Jeff Anglin will showcase some of the actions the organization has implemented to ensure decision-making keeps the customer top-of-mind. Whether hanging pictures of their customers in every conference room, videotaping customer stories, holding customer forums or making sure that VOC feedback is disseminated to all groups within the organization, Medtronic Diabetes is building trust, changing the way they communicate and making sure that the customers' interests come first, every time.
TRACK - Impactful Program Design
11:00-11:45am - THE BIG BANG THEORY
Judy Kay, Vice President, Strategic Initiatives, JDSU
No, we're not talking about the cosmic event or the television show – it's the way JDSU approached their initial Net Promoter® rollout! The leading designer and manufacturer of broadband and optical innovations across both commercial and consumer markets, JDSU didn't have a dedicated team in place to measure customer loyalty, didn't have a big budget, and didn't have unlimited resources. But what they did have was a small army of volunteer recruits, and the will to go all in – all at once! They've been global with their program since Day 1, across every line of business, in every country. While not for the faint of heart – Judy Kay will lead you through the organization's process and share what they learned, what they accomplished, and where they plan to go next, while illustrating that in a company full of "doers," putting NPS® on the fast track and jumping in with both feet might be something to consider.
TRACK - Net Promoter® Technology Workshops
11:00-11:45am - CUSTOMER FEEDBACK DRIVES CUSTOMER RESULTS – USING CLOSED LOOP PROCESSES TO IMPROVE BUSINESS PERFORMANCE
Cameron Conway, Director, Business Consulting East Region, Satmetrix
By definition, customer experience management solutions allow you to follow up on customer feedback. But all closed loop processes are not created equal! In this session, join Satmetrix consultant Cameron Conway for a conversation about how best practices in action planning and action management can improve the business performance of your Net Promoter program. Topics of discussion will include: how to decide who will own alerts, predictive modeling on alert volume, and using customer data to do account planning. Cameron will be joined by Satmetrix product experts who will demonstrate innovative technology that can help you deliver these results.
TRACK - Influencing Who Matters
1:00-1:45pm - PUTTING THEORY INTO PRACTICE – HOW THE PROMOTER PERSPECTIVE CAN IMPROVE YOUR BUSINESS RESULTS
Arne Van de Wijdeven, Director Customer Experience and NPS, Global Marketing and Communication, Royal Philips Electronics
Philips Healthcare solutions deliver value throughout the care cycle – wherever care is given – be it in the hospital or at home. Key to their approach is learning and focusing on what it's like to be a patient, as well as understanding the complexities facing care givers. Philips Lighting is dedicated to introducing innovative end-user-driven and energy-efficient solutions and applications for lighting, based on a thorough understanding of the customer needs, both in public and private context.
For both these B2B sectors Philips is building a unique reference program which allows potential buyers to consider solutions from a customer-focused perspective – one that goes beyond the traditional specifications, features and price negotiations standard to most procurement processes.
Arne Van de Wijdeven will illustrate how Philips' Net Promoter team uses their reference library as an important way to close the loop, not only with Promoters, but with their own internal account teams who are central to the NPS feedback system. Promoter testimonials build trust in a similar way to site visits, phone references and the relationship-building skills of the sales team, but they are also a critical tool to help the sales team achieve their objectives, rather than simply a mechanism for checking on the health of their accounts.
TRACK - Planning for Action
1:00-1:45pm - THE CASCADE EFFECT OF CLOSING THE LOOP
Carey Sealy, Director, Customer Loyalty Programs, Brambles
CHEP is a part of Brambles Limited and the global leader in managed, returnable and reusable packaging solutions, supporting more than 500,000 customer touch-points in 45 countries. A long time industry leader, CHEP realized that changes in the business environment – a challenging economy, stagnant levels of customer satisfaction, increased competition and changing customer needs – needed to be addressed with a new, more customer-centric strategy in order to retain a competitive advantage in the future. Carey Sealy will talk about how closing the loop has helped CHEP neutralize detractors by creating specific action plans around individual customer responses – giving the company some valuable short-term wins. But more importantly, closing the loop has set the stage for longer-term improvements as CHEP moves toward a more customer-centric culture and turns insights gained from customer feedback into action.
TRACK - When Changing Your Culture Is Key
1:00-1:45pm - ACTION PLANNING THAT'S THE REAL DEAL – COMMITMENT, ACCOUNTABILITY, EXECUTION, RESULTS!
Angela Bailey, Vice President, Marketing Operations, and Kathy Sotak, Client Loyalty Program Director, Ingenix
As part of their mission, Ingenix seeks to transform organizations and improve health care through information and technology. And they've transformed their client loyalty program by adopting a very tactical approach to driving action on client feedback and ensuring accountability at every level.
Angela Bailey and Kathy Sotak will show how routine root cause analysis sessions give business teams confidence in their resulting action plans, knowing that the initiatives they're focusing on will meaningfully impact the client experience. Combine tools and templates to stay on course and track progress, regular reviews, and the power of executive sponsorship, and what outcome can you expect? For Ingenix, all of this adds up to intense engagement as well as proven results.
TRACK - Impactful Program Design
1:00-1:45pm - LAYING THE CORNERSTONE – TACTICAL APPROACHES TO DESIGNING YOUR PROGRAM ARCHITECTURE
Tracie Scott, Director, CPE Architecture and Analytics, Symantec
After more than five years of experience using NPS®, Symantec knows that your customer loyalty program is only as strong as the platform on which it's built. Are your sampling, survey, and reporting tactics aligned with your long-term vision for the impact you want to make on your organization? Tracie Scott will show how the choice of survey methodology and platform can either enable or cripple efforts to drive change. Making the right choices for your organization can help you better support your strategic goals through your tactical implementation approach.
TRACK - Net Promoter® Technology Workshops
1:00-1:45pm - OUR SECRET RECIPE FOR SUCCESSFUL SURVEY DESIGN – TECHNIQUES AND TECHNOLOGY
Dr. Vince Nowinski, Director, Methodology, Satmetrix
When it comes to survey design there are some clear do's and don'ts for your Net Promoter program. Vince will lead a dialogue about best practices for business surveys including a background on survey and question design. Specific examples will be utilized from relationship and support surveys, and we will demonstrate how quickly and easily these best practices can be implemented in a design session using the latest technology from Satmetrix.
TRACK - Influencing Who Matters
2:00-2:45pm - ARE YOU MAKING YOUR OWN PEOPLE HAPPY? PROVIDING SUPPORT TO INTERNAL STAKEHOLDERS
Mary Currier, Vice President, IT Relationship Management, Allianz Life Insurance Company of North America
NPS® is the global standard for Allianz Life, so when their IT Department was in a state of change 18 months ago, it made sense to use NPS to survey IT's own customers – the employees of Allianz Life. The results painted a not-so-rosy picture. Common themes among survey responses indicated poor communication, a lack of knowledge and unacceptable wait times. Mary Currier will share some of the bold actions the organization took to ensure they now have results to be proud of. By getting their external partner in line with Allianz's internal goals and objectives, bringing the outsourced Help Desk back inside the organization, and changing the "image" of the IT team from order takers to strategic partners, customer satisfaction scores based on NPS have increased 61 points.
TRACK - Planning for Action
2:00-2:45pm - TARGETING WHO AND WHAT NEEDS ATTENTION NOW, SOON, AND LATER
Greg Cullen, Manager, Customer Loyalty, Ceridian
Ceridian's Customer Care Organization is staffed by 350 professionals who answer over 750,000 calls a year and provide business-to-business support for Ceridian's payroll and human resource management products. They knew they were on the right track with their multi-faceted customer service approach when they won 2010's Stevie Award for Customer Service Department of the Year. And that's not all. Ceridian has one of the highest customer retention rates in the Human Resources Services sector. Why? Hear Greg Cullen explain how Ceridian's prescriptive approach to NPS® – which includes summarizing findings, testing proof of concepts, and touch point surveys all combined with rigorous analytics – creates actionable insight that allows teams to make quick decisions about their people, products and markets, and improvements to their overall delivery of customer support and service.
TRACK - When Changing Your Culture Is Key
2:00-2:45pm - DEBUNKING THE "MY CONTRIBUTION DOESN'T MATTER" MYTH – THE CONNECTION BETWEEN EMPLOYEE EMPOWERMENT AND CUSTOMER LOYALTY
Lara Wise, Vice President, Customer Experience and Customer Care, and Stephanie Pendolino, Voice of Customer Program Director, tw telecom
Employees become engaged in driving customer loyalty when they understand how their actions specifically impact the overall customer experience. As a leading provider of voice, Internet, and data networking solutions for businesses in the U.S., what sets tw telecom apart is a deep-rooted, customer-first mindset at every level of the company, from the CEO to the front line. tw telecom is leveraging the Voice of the Customer not only to drive strategic and operational improvements, but also a cultural transformation -- engaging employees on an individual level to deliver an intentional and differentiated customer experience. Lara Wise and Stephanie Pendolino will share how employees have come to view the Voice of the Customer as a powerful force for change that makes doing their jobs easier and more enjoyable. By empowering employees to act on customer feedback, leveraging the Voice of the Employee to gather additional customer insights, and communicating the connection between individual action and total customer loyalty, tw telecom has created a culture where employees know that their contribution does matter!
TRACK - Impactful Program Design
2:00-2:45pm - PIONEERING CUSTOMER EXPERIENCE DESIGN
Kimberly Dunwoody, Customer Experience, Western Union
Western Union has spent the past five years re-establishing its brand in the midst of a very competitive landscape, with more small competitors entering the market every day. So what is the world's largest money-transfer company doing to retain a competitive edge? For one thing, they're thinking about the way they use NPS® differently. It's become more than just a metric or a discipline; instead, it's being used as a tool that can be leveraged at different points along a project or process lifecycle. Hear Kimberly Dunwoody share the repeatable process Western Union is using to create a unified customer experience plan, with defined strategies and processes that connect organizational touch points to create a seamless, cross-channel customer experience.
TRACK - Net Promoter® Technology Workshops
2:15-3:00pm - CREATING CHANGE WITH FEEDBACK – SUCCESSFULLY ANALYZE, SHARE AND OPERATIONALIZE RESULTS
Dr. Laura Brooks, Co-Author, Answering the Ultimate Question, and Vice President, Innovation and Strategy, Satmetrix
So often, we fail to use customer feedback to improve our businesses. Whether surveys are run separately across multiple departments or operations is not bought into your program –there are a number of stumbling blocks that can hinder your ability to increase loyalty and drive growth for your organization. In this workshop, Laura will take us through key elements every Net Promoter® program needs to analyze, share and operationalize results. She will identify best practices for a successful program and review key capabilities your technology should have –including alerts, dashboards and account level reporting– to ensure you can increase customer loyalty. Laura will be joined by Satmetrix product experts who will be on hand to illustrate how to utilize the latest software for customer experience management.
Keynote
3:00-3:30pm - FRUGAL WOW—DELIGHTING CUSTOMERS ECONOMICALLY
Fred Reichheld, Bain & Company Fellow and Author, The Ultimate Question
Companies who succeed during financially challenging times aren’t cutting their customer loyalty investments, they are making them more efficiently. The key to turning customers into promoters requires finding innovative ways to deliver service that customers consider exceptional. Fred Reichheld will share ideas from a range of companies doing just that – implementing efficient solutions that go the extra mile, solutions that wow their customers and set themselves apart from the competition.
Keynote
3:30-4:15pm - BEYOND WHAT'S EXPECTED – HOW "SECOND MILE" SERVICE BUILDS RELATIONSHIPS AND BRINGS RESULTS
Dan Cathy, President & COO, Chick-fil-A
To succeed in the fast food service industry, "back-of-the-house" process excellence is a requirement – but it's not enough to differentiate your organization from your competitors; it's the service you provide in the "front-of-the-house" that sets you apart. Dan Cathy, President and COO of Chick-fil-A, Inc., believes that every employee interaction is an opportunity to make a customer's day better. Hear about the simple but impactful ways that Chick-fil-A team members go the second mile for the customer, earning them fans for life and impressive business results.
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