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10th Annual Customer Experience Conference
Overview
Using Quality to Improve the Customer Experience
February 25-27, 2008
Many companies believe that they deliver superior customer experience, but far fewer customers agree with this assessment. Since the many elements that add up to the customer experience can have such a profound impact on business performance and profitability, many businesses are actively planning and managing the design and execution of these elements. From sales contact, customer segmentation, and marketing approaches to call center operations, customer service levels, ease of online interactions, and knowledge management, businesses are seeking to improve the design of the customer experience and employing quality tools to do so.
At this conference, presentations and roundtables will focus on how quality thinking and processes are being applied to what many business leaders are coming to think of as the critical frontier in delivering and sustaining customer value. We will examine how companies can improve their operations, competitive positioning, and profitability by intentionally managing the design and value of the customer experience. Attendees will gain insight from listening to business leaders who have faced the challenges associated with design specification, measurement, and execution.
Please contact Shelley Alfred-Watkins at salfred-watkins@best-in-class.com or (919)767-9254 for more information.
Best Practice Case Studies
The following companies will be presenting best practice case studies on delivering quality customer experience.
Toyota
Rejecter Studies: Building Customer Loyalty, Retention And Advocacy
Ron Broughman, Corporate Manager, Sales
In this case study, Ron Broughman, Corporate Manager, from Toyota Motor Sales USA presents the success story of a strategic customer experience tool undertaken to drive increased sales, close rates and customer advocacy by retailers.
• Impact and results of rejecter studies on manufacturers and dealers
• Identifying customer shopping patterns: Why customers shop and purchase from a dealership
• Impact of “time” on customer experience
• Understanding the direct correlation between shopper satisfaction and close rates.
• Building greater loyalty, retention and loyalty through customer treatment
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Hewlett Packard
Achieving Results through Business Performance Chain
Gina Chen, Program Manager, Corporate Marketing
Hewlett-Packard takes customer experience seriously because they know superior customer experience leads to business results. HP Business Performance Chain helps identify and prioritize the processes that have a quantifiable impact on customer loyalty and related financial performance. Investments and improvements in areas identified through BPC led to proven business successes.
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IBM
User Centered Design: What companies should do -- but most don't
Darryl Turner, Vice President Client Advocacy
Build it and they will come. That's the expectation of companies when they build a Web site or any application you expect clients to use. But what's the customer experience once they get there? Too often, that experience is less than stellar, and users get frustrated because they can't easily navigate through the site or understand the content once they get there. That's why it's critical for companies to get users involved early in the development cycle -- to avoid the pitfalls of not meeting customer expectations. In this session, Darryl Turner discusses best practices at IBM that ensure positive customer experiences.
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Orbitz Worldwide
The Changing Face of Branding
Randy Susan Wagner, Chief Marketing Officer
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Wells Fargo
Enhancing Customer Loyalty at the Call Center
John Getz, Senior VP & Marketing Manager
Creating the total customer experience in any company is no easy task. However, Johnson & Johnson has experienced tremendous success in creating effective steps to achieving this goal, with the priority of reaching full customer engagement at the top of their list. Mark Suseck will present views of the total customer experience from a clear and defined marketing strategy as well as the end results of customer satisfaction and loyalty.
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Johnson & Johnson
Transforming the Total Customer Experience to Build Profitable Relationships
Mark Suseck, Executive Director
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Intuit Inc.
Making or Breaking Customer Loyalty During Product Launch
David Conn, Senior Program Manager
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CNH Global
Making or Breaking Customer Loyalty During Product Launch
John Cooper, Manager Call Center
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