Deliver Exceptional Customer Care Across All Channels

Tuesday, August 18, 2015

SUNRISE DISCUSSION: Customer Experience: The 911 Call
8:00 a.m. - 8:45 a.m.
Patricia A. Sahm, Managing Director, Arrant Management Group
Deb Holton, Manager, Carlisle & Gallagher Consulting Group
Customer experiences matter, and while companies have imple- mented programs to improve them, many of these programs are inwardly based, forgetting that the customer is on the outskirts of the organization. This session focuses on customer compliments and customer complaints as a driver of innovation; assessing your customer-facing readiness when you receive the “911 call” from your customer; developing a voice-of-the-customer program that is designed by your customer for your customer; and creating metrics and KPIs that drive better customer experiences. We also discuss critical customer interactions and case studies.

The Southwest Way: Successful Practices of a Market Leader
9:00 a.m. - 10:00 a.m.
Jason Young, President, Leadsmart Inc.
Southwest Airlines has given the business world a textbook example of how providing fabulous customer service and maintaining high employee morale in a low-cost environment are possible and even profitable in corporate America today. But what’s the real story? As a key developer of Southwest Airlines’ legendary customer service and leadership training programs, Jason Young knows that great culture does not “just happen.” A customer service value can be created and nurtured to flourish into a customer service culture. Employees can be treated as true partners in the success of the business through shared values, shared vision, and shared efforts. Beyond the headlines and the hype, Young shares the real inside story behind the success of Southwest, a company consistently rated No. 1 in customer service and employee satisfaction. Best of all, come learn how to take these proven organizational principles to your team or company. You won’t want to miss this inside edition from the man who knows it best.

10:00 a.m. - 10:45 a.m.
Hiring to Win: Finding Brand Engagement Rock Stars
10:45 a.m. - 11:30 a.m.
Eric McKirdy, Global Customer Experience Manager, Communications, IAC Applications/
Who represents your brand to your customers? This session presents how to compare real-world job descriptions that attract lower-quality candidates versus those that attract long-term brand representatives; interview techniques to weed out people who will represent your brand versus those who just want a job; best practices around training, retention, and empowerment of user-engagement rock stars; and’s success metrics from this hiring strategy.

Five Steps to Greater Customer Loyalty
11:45 a.m. - 12:30 p.m.
Keith Dawson, Practice Leader, Customer Engagement, Ovum
Each customer has the potential to be with you for years, if not decades, but only if you make the effort to cultivate the relationship through careful tracking and cultivation. In this session, you will learn what concrete steps you can take to build connections that keep customers happy and loyal – and turn them into advocates for your brand.

12:30 p.m. - 1:45 p.m.
LIGHTNING ROUND (12-minute sessions)
1:45 p.m. - 2:30 p.m.
What Every Customer Wants: 8 Essentials for Service Excellence
Richard Shapiro, President, The Center For Client Retention
Shapiro’s eight essentials for service excellence ensure enhanced customer service delivery, leading to greater brand loyalty and customer retention. Learn how emotions control the customer service journey; why it is important to have different strategies for first-time buyers versus repeat patrons; and ways to show customers that they matter after the transaction is finalized. Shapiro’s eight steps are outlined in his forthcoming Spring 2015 book, What Every Customer Wants: The Eight Essentials for Service Excellence, the follow-up to his 2013 book, The Welcomer Edge: Unlocking the Secrets to Repeat Business.

How Wearables and the Internet of Things Can Reduce the Customer Service Gap
Scott Amyx, Founder & CEO, Amyx McKinsey
In the expected service paradigm, a customer has a specific need and expects customer service to meet that need. The company delivers customer service, and there is the perceived service dimension by the consumer. The difference represents the customer service gap. Through the use of wearables and the Internet of Things (IoT), there is an opportunity to decrease the service gap through frictionless user interactions throughout the customer service life cycle, from live video conferencing on wearable devices to beacon-triggered promotions and product information and contactless wearable payment transactions. Integrating wearables and IoT can lead to a higher degree of customer satisfaction and lower product returns and exchanges.

Solution Sessions
2:45 p.m. - 3:30 p.m.
See 20-minute presentations of some of the latest technological developments in customer service and support from con- ference sponsors. Solution Sessions are open to all full conference attendees and Discovery Pass holders. Check CustServe for session details or follow #CustSe on Twitter for updates.

From Call Center to Customer Engagement Center: Transformation at the New York Times
Martin Schneider, Head Evangelist, SugarCRM
Organizations with a focus on customer experience, not simply customer support, typically out-perform their peers. With a keen understanding of the need to transform its customer-facing operations, the New York Times leveraged Sugar as a platform to reimagine how it delights its customers. In the process, the historic news organization saw its call center transform into a true engagement center. Hear how the New York Times approached enhancing customer engagement and take home some lessons for your own transformation initiatives.

3:30 p.m. - 4:15 p.m.
5 New Secrets to Outstanding Customer Service
4:15 p.m. - 5:15 p.m.
Jeff Toister, President, Toister Performance Solutions, Inc.
Research reveals opportunities to improve customer service with minimal effort. Studies have found one simple thing that makes customers far more likely to give a top-box rating on survey scores. This session unveils five secrets that elevate customer service and shares cutting-edge research and practical advice for implementing them. Attendees learn the following: One thing customers should know about employees that improves survey scores; a basic, but often overlooked customer need; what angry customers tweet about (and how to prevent it); techniques to alter customers’ perceptions of wait time; and how our jobs are giving us attention deficit disorder.

5:30 p.m. - 7:00 p.m.