Leadership • Customer Excellence • Social CRM
www.iirusa.com/naccm
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“My favorite
conference. The speakers
with real world experience sharing
their knowledge and experiences is
invaluable! I leave feeling inspired, renewed,
refreshed and ready to conquer!!”
– Shannon Ray
Customer Experience Project Manager,
San Diego Gas & Electric
“I was pleased to participate in the social media
sessions. Companies need to realize that their
customers are talking about them and we (companies)
had better be listening.”
– Jack Brockman
Operations Manager, GlaxoSmithKline
October 25-27, 2010
“Very well organized.
The additional tools and “extras”
(i.e. – speaker 1on1’s, event
concierge) surprised me –
pleasantly. Excellent content!
I also liked the daily updated and
facilitated networking.”
– Linda Ferguson
Senior Consultant, Marketing &
Product, Bridgewater Bank
“I felt like I got my money’s worth after
the first day. I am leading the new social
media pilot for Southern California
Edison, so the Social Media Summit was
particularly valuable. I connected with
wonderful people, and look forward to
continuing the interaction.” Posted by
OME
RS
“It’s great to
know we all have the same
challenges. Events like this can
keep you from starting from scratch.”
– Michelle Bowan
Customer Retention & Loyalty Director,
Level 3 Communications
“I was never let down by the
quality and my organization and I will
benefit substantially for my attendance.”
– Ginger Halper
Membership Specialist,
YMCA of the USA
– Kendall Reichley
Walt Disney World Dolphin Resort • Orlando, FL
www.iirusa.com/naccm
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Why NACCM?
Reignite the passionate leader within to guide your teams and customers confidently. NACCM balances
practical content you can take action on, unique experiences that reinvigorate, and big-name keynotes that
inspire- all while stressing the importance of keeping the customer at the center of every business decision.
What’s the focus this year?
Leadership • Customer Excellence •
Social CRM
One Person Can Make a Difference: A Focus on Leadership
There’s No ‘I’ in Team: A Focus on Company Culture and Employee Engagement
The Customer Is Always Right: A Focus on ‘Crowdservicing’ (aka Customer Partnerships and Experience)
Keep Them Coming Back for More: A Focus on Customer Loyalty and Social CRM
Who should attend?
If you are tasked with aligning customer facing strategies across your organization, then you need to be here. Connect
with others responsible for:
• Customer Service, Care & Support
• Customer Experience Management
• Employee Engagement
• Contact Center/Call Center Management
• Training & Development
• Social Media Strategies
• Customer Strategy
NACCM Speakers
TRAVEL & HOSPITALITY
ONLINE SERVICES
Ica van Eeden, Chief Customer Officer, Sun International (pty) Ltd Hotel Group
Mike Hargis, VP, Global Customer Care and Operations,
CareerBuilder.com
Jill Noblett, SVP, Loyalty & Direct Marketing, Wyndham Hotel Group
Nina Card, Community Manager, Scottrade Inc.
Robyn Tippins, Community Lead, Yahoo! Developer Network, Author of Community 101
FINANCIAL SERVICES & BANKING
Jasmine Green, Chief Customer Advocate, Nationwide Insurance
TELECOMS, CABLE, & ELECTRONICS
Sanjib Kalita, Former SVP, Loyalty Marketing, Citi, Head of Marketing, Irynsoft
Sue Brinker, Assistant VP, Learning, Hartford Insurance
Becky Carroll, Community Program Manager and Strategist, eSupport Group, Verizon
Valerie J. Foxman, Senior Manager, Customer Insights, GE Capital Retail Consumer Finance
Boyd Beasley, Senior Director, Customer Support, Electronic Arts
Josée Bourdages, Customer Experience and Service Strategy Director, Rogers Communications, Fido
Brand
HEALTHCARE & INSURANCE
Judy Ferrell, VP, Verizon.com Center of Excellence, eSupport Group, Verizon
Candy Clay, Director of Customer Care, CVS Caremark
Patricia Dillane, Director, Member Service Delivery, Blue Cross Blue Shield of Massachusetts
Rosemarie Donzanti, SVP, Customer Care Services, CVS Caremark
Stuart Roesel, Director of Customer Loyalty and Retention, Earthlink
MANUFACTURING
Tracy Fields, Director, Client Support Management, CVS Caremark
Morley Ivers, Chief Rewards Officer, RecycleBank
Tom Zimmerman, Customer Acceleration Leader, GE Healthcare
Patricia Cotter, SVP of Operations, Customer Support, Manufacturing, and Educational Services, Netezza
Corporation
William Greenwald, Director, Business Advisory Group, Humana
Steve Martorano, Director of Customer Services, Polygon Northwest
RETAIL & CONSUMER GOODS
Andre Harris, VP, Customer Service, Brand Communications and Training, Westfield Shopping Malls
AUTHORS & THOUGHT LEADERS
Bob Peixotto, SVP and COO, L.L. Bean, Inc.
Ginger Conlon, Editorial Director, 1to1 Media/Peppers & Rogers Group
Jay Steinfeld, Founder and CEO, Blinds.com
Joey Fitts, Co-Author of the best-selling book Drive Business Performance: Enabling a Culture of
Intelligent Execution
Joshua Karpf, Head of Digital and Social Media, PepsiCo
Klaus Buellesbach, Director Ace Care Center & Deployment,
Ace Hardware Corporation
Mary Kipp, Consultant, Executive Coach, Founder, Kipp and Associates
Lewis Goldman, Former CMO, 1-800-Flowers
BUSINESS SERVICES
Michelle Wildman, Director, Customer Engagement & Operational Excellence, PetSmart
Amanda Sachs, Senior Director, Worldwide Customer and Partner Experience, Microsoft
Stew Leonard, Jr., President, Stew Leonard’s
Barbara Graovac, VP and General Manager, Healthcare & Science,
Thomson Reuters
Georgia Eddleman Little, VP, Customer Care, ADT Security Services
Todd Davis, CEO, LifeLock
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www.iirusa.com/naccm
© 2010 Institute for International Research, Inc. All rights reserved
Jared K. Hardie, VP, General Manager, Major Account Operations and Customer Experience, Xerox
Corporation
WHY NACCM ?
It’s a new day.
We live in a world where the customer is the boss. No matter what our past successes or failures, everyone has to
start thinking differently about how to turn our customers into our partners, and our greatest ambassadors.
Once upon a time, NACCM was about celebrity keynotes. Today, it is about YOU and YOUR experience. NACCM
proudly unveils the greatest combination of inspiration, information and camaraderie you need to be an even
stronger leader in a completely new era. Our goal is to help you achieve more.
Reputation for a Reason
There’s a reason people come back to NACCM each year for all their customer-focused needs. It’s the personal touches that really matter!
Event ConciergePersonalized White Glove
Service
An event concierge offers guidance
in selecting the right sessions,
dining/entertainment suggestions and link you to people
you want to meet. Enjoy personalized service from the
second you register. You can reach the concierge at
myNACCM@iirusa.com.
“Welcome Home” Block
Party
Customer World is the mega event
with the neighborhood feel. Join
in the fun Tuesday night as we
celebrate coming back to Disney World with for a good ‘ol
fashion block party!
Key Learnings Post
Conference Report
At the end of each session,
the chairperson will be asking
participants to share key learnings.
Please do volunteer your thoughts. All key learnings will be
compiled, per track, and sent to attendees after the event
as a post-conference user-generated report to refer back to.
NACCM “UNPLUGGED”
NACCM 2010 is now “unplugged”! It’s your chance to tell your story and find connections and meaning in your experience. Come away
feeling engaged, connected, and inspired through shared experiences and storytelling.
World Café Dialogue
Get inspired by the ideas of your
fellow customer executives by
having a seat at the world café!
Channel the brilliance of a roomful
of independent thinkers. Small,
intimate conversations build on each other as you move
between tables, cross-pollinate ideas, and make new
connections as you think collaboratively and creatively as
part of single ‘threaded discussion’.
Breakfast of Champions
(Inter)Views from the Top
Start your day like a champion! Get
outdoors for morning roundtable
sessions. Each 20 minute
roundtable discussion is hosted by
a 1to1 Customer Champion winner.
The (Inter)Views from the Top brings
together the CEOs who made
customer service a priority through
tough times, and proved the value
of their efforts to their company’s
bottom line. (Inter)Viewees include: Bob Piexotto, COO &
SVP, L.L. Bean, Jay Steinfeld, CEO & Founder, Blinds.com
and Todd Davis, CEO, LifeLock
New to the Event?
Don’t worry- we’ll help you find your way. We’re glad you decided to join us and have some special experiences to make sure you can
navigate the event like a pro!
Event Mentorship
Program
Feeling overwhelmed by all the
great content? The Mentorship
program pairs you with a seasoned
NACCM attendee who can show you the ropes and provide
you with insider tips and tricks to navigate the program to
maximize your time. Volunteer mentors are eligible for 20%
off the standard rate as appreciation for lending their time
(Mentors, see pg.11 for details).
Get CONNECTED Before
the Event
Track Previews
It’s often hard to tell which session
you’ll benefit from the most simply,
by reading the session title. Our
“track previews” gives everyone
a sneak peak or what they’ll gain
from each section of the program. This is YOUR world, so
customize it to YOUR needs!
Customer World is more than just a
3 day experience. Meet your fellow
attendees and make plans to meet
up before the event. Join our facebook group, follow the
speakers on twitter, visit the customer’s 1st blog, or visit us
on LinkedIn. And don’t forget to tune-in for Pre-Event webseminars on the hottest customer care issues.
WORDS TO LIVE BY
Get to know your Customer World speakers as they share their best tips for customer success, their favorite customer care quotes, and
their customer care mottos. Here are just a few of their ‘words to live by’:
Boyd Beasley, Electronic Arts
Jared K. Hardie, Xerox Corporation
Michelle Wildman, PetSmart
ustomer Experience Philosophy: Think ahead;
C
anticipate and plan for customers problems before
they even exist. Don’t worry if you get it wrong, the
customers will tell you quickly
Number One Tip for Customer Success: Treat
your customer the way you would want to be
treated; you can’t lose.
Words to Live By: Ultimately, if you act in good
faith on the customer’s behalf, any decision you
make will be the right one.
Martin Krohne, AutoTrader.com
Nina Card, Scottrade, Inc.
Words to Live By: Every time I think I understand
my customers, they prove me wrong.
Favorite Customer Care Quote: “Give more than
you take.”
Klaus Buellesbach, Ace Hardware
Corporation
ustomer Care Motto: For any organization,
C
a customer’s Service Experience is the great
Differentiator.
Want more speaker ‘words to live by’? Visit the website at www.iirusa.com/naccm.
Experience the Magic: Disney WORLD Discounts!
DISCOUNTED DISNEY PASSES:
Customer World encourages you to mix business and pleasure and we’re happy to offer
discounted Disney Park Passes. There is limited ticket availability offered on first reserved
basis. Ticket options include:
2-Day Disney Park Hopper Pass = Total of $230.05 inclusive of taxes. The price includes
2 days of unlimited access to any Disney World park throughout the day as many times as
you wish. There is no expiration date.
1-Day Disney Park Pass = Total of $79.88 inclusive of taxes. The price includes
admission to one Disney World park. There is no expiration date.
Park Transportation:
Complimentary Scheduled Transportation is provided. Take a leisurely cruise on Disney’s
Friendship Launch to Epcot® and Disney’s Hollywood Studios™ or take a Disney shuttle
bus to all other areas within Walt Disney World® Resort. The buses and Friendship launch
arrive at our hotel every 15 – 20 minutes so you can come and go as you please with very
little wait time.
Extra Magic Hours Benefit:
Each day one of the four Disney Theme Parks opens an hour early or stays open up to
an extra three hours after regular closing for you to enjoy select attractions. (Valid Theme
Park ticket and Resort ID required for each adult).
Call: 888.670.8200 or 941.951.7885 • Email: Register@iirusa.com
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NACCM At A Glance
“Welcome Home”
www.iirusa.com/naccm
Pre-Conference • Loyalty & Social CRM Summit • Monday, October 25th
9:00:Loyalty for a Cause: RecycleBank Champions the New Paradigm in Loyalty Marketing
- Morley Ivers, RecycleBank
1:40: Rogers Communications’ Customer Retention and Satisfaction Approach
- Josée Bourdages, Fido Brand
9:40: Customer Engagement through Social CRM: You Can’t Fake It (And It’s More Than Having Facebook Fans!)
- Lewis Goldman, 1-800-Flowers
2:20: Educational Loyalty and Social CRM: Irynsoft Facilitates Communal Learning Experiences and Increases Loyalty
with Social Networking - Sanjib Kalita, Irynsoft
10:20:Morning Networking & Refreshment Break
3:00: Afternoon Networking & Refreshment Break
11:00: Wyndham Hotel Groups Leads Loyalty Amidst a Disruptive Business Environment
- Jill Noblett, Wyndham Hotel Group
3:40: Maritz Research Explores the Next Generation of CEI/I Methods - D. Randall Brandt, Maritz Research
4:20: Loyalty, Cost Savings and Incident Reduction: Netezza’s High Touch Customer Strategy across Every Contact
Point - Patricia Cotter, Netezza Corporation
11:40: GE Money’s Journey to Call Center Satisfaction through First Contact Resolution
- Valerie J. Foxman, GE Capital Retail Consumer Finance
5:00: Close of Loyalty Summit
12:20: Luncheon for Monday Participants
MAIN CONFERENCE: DAY ONE • Tuesday, October 26th
8:45: The Customer Is ALWAYS Right! - Stew Leonard, Jr., President, Stew Leonard’s
11:00: Morning Networking & Refreshment Break
9:45: World Café Dialogue - Mary Kipp, Kipp and Associates
“One Person Can Make a Difference”
Track 1: Leadership
11:40: Keeping It Real with Customers! Nationwide ‘On Your Side’
- Jasmine Green, Nationwide Insurance
11:30: Concurrent Track Sessions Begin: Stick with one track or bounce around…it’s up to YOU!
“There’s No ‘I’ In Team”
“The Customer is Always Right”
Track 2: Company Culture & Employee Engagement
Track 3: ‘Crowdservicing’ & Customer
CVS Caremark Engages Colleagues in their Mission, Vision, and Values
When We Listen to Customers, We All Win: PetSmart Turns Customer
- Candy Clay & Tracy Fields, CVS Caremark
Feedback into Actionable Insights - Michelle Wildman, PetSmart
12:20: How Thomson Reuters’ Leaders Creates a Measurable Customer Experience
Culture - Barbara Graovac, Thomson Reuters
Xerox Puts the Customer at the Core of Their Strategy
- Jared K. Hardie, Xerox Corporation
GE Healthcare Accelerates Customer Partnerships with Social Crm
- Tom Zimmerman, GE Healthcare
1:00:
2:00:
Straight Talk: How Electronic Arts’ Leaders Empower Employees
- Boyd Beasley, Electronic Arts
NACCM Luncheon
Westfield Creates a Culture of WOW through Employee Engagement
- Andre Harris, Westfield Shopping Malls
Opening Doors with your VIP Customers: Scottrade Empowers VIPS
- Nina Card, Scottrade Inc.
How Great Leadership Inspires Great Action
Contact Jon Saxe at jsaxe@iirusa.com
Microsoft Improves Worldwide Customer-Centric Culture and Accountability
- Amanda Sachs, Microsoft
Growing a Branded Community to Increase Engagement and Advocacy
- Rebecca Carroll, Verizon
2:40:
3:15:
Afternoon Networking & Refreshment Break
3:45: The Business Behind the Magic of Disney’s Chain of Excellence: Leadership, People Management, Quality Service,
and Loyalty - Disney Institute Instructor
5:15: “Welcome Home” Block Party: Opening Night Cocktail Reception
MAIN CONFERENCE: DAY Two • Wednesday, October 27th
9:00: “Breakfast of Champions” Outdoor Roundtables - Rosemarie Donzanti, CVS Caremark • John Cushman, AT&T •
Boyd Beasley, Electronic Arts • Barbara Graovac, Thomson Reuters • Stuart Roesel, Earthlink
10:50: (Inter)Views from the Top: CEO/COO Spotlight - Bob Peixotto, COO, L.L. Bean, Inc. • Jay Steinfeld, CEO, Blinds.com
• Todd Davis, CEO, LifeLock
10:20: Morning Networking & Refreshment Break
11:40: Drive Business Performance: How Leaders Enable a Culture of Intelligent Execution - Joey Fitts, Author, Drive
Business Performance: Enabling a Culture of Intelligent Execution
12:20: Luncheon for NACCM participants
“One Person Can Make a Difference”
Track 1: Leadership
1:20: Concurrent Track Sessions Begin: Stick with one track or bounce around…it’s up to YOU!
“There’s No ‘I’ In Team”
Track 2: Company Culture & Employee Engagement
“The Customer is Always Right”
Track 3: ‘Crowdservicing’ & Customer Experience
1:20:
Customer-Centric Leadership: Sun International Hotels Gears Up for the World “Service Sabbatical”: Blue Cross Blue Shield’s Employee Development
Cup - Ica van Eeden, Sun International (pty) Ltd Hotel Group
Opportunity - Patricia Dillane, Blue Cross Blue Shield
From Ordinary Customer to Fervent Fans: Yahoo! Helps Customers Take the
Leap - Robyn Tippins, Yahoo! Developer Network, Author, Community 101
2:00:
Leadership Means Enabling Success for All Associates: How ADT’s Employee Ace Care Increases Efficiency w/o Losing “Tribal” Knowledge or Personal
Engagement Impacts the Bottom Line - Georgia Eddleman Little, ADT Security Touch - Klaus Buellesbach, Ace Hardware Corporation
Services
Crowdservicing: Why Great Customers Make the Best Partners
- Contact Jon Saxe at jsaxe@iirusa.com
2:40:
3:00:
3:40:
Afternoon Networking & Refreshment Break
The Hartford’s Journey Toward Building an Award Winning Culture
- Sue Brinker, Hartford Insurance
Environment is Everything: Why Happy Employees Lead to Happy Customers
- Contact Jon Saxe at jsaxe@iirusa.com
Learning Leadership Disney Style for Strong Business Results
- William Greenwald, Humana
How Leaders Must Empower Employees: CareerBuilder.com Focuses on
People, Process and Culture - Mike Hargis, CareerBuilder
4:20:
The Five Methods of Automatic Customer Satisfaction
- Steve Martorano, Polygon Northwest
Building Meaningful Relationships: Online and Offline Using Social Media
- Joshua Karpf, PepsiCo
Close of NACCM 2010…
Loyalty & Social CRM Summit • Monday, October 25th
9:00: Loyalty for a Cause: RecycleBank Champions
GE Money has achieved strong gains in customer
satisfaction and first contact resolution. Gather
information across listening posts to truly understand
and address your customers’ experience.
•Determine critical metrics – raise awareness of FCR
•Monitor all customer listening posts
•Engage internal resources to tap innovation
the New Paradigm in Loyalty Marketing
The loyalty space is becoming increasingly crowded, but
finding a way to cut through that clutter with a program
that partners with cause-driven brands, rewards people
for doing good and provides economic stimulus for
all involved will help grow and retain membership,
attract partners with common goals and ultimately shift
consumer behavior. This session will highlight a new
paradigm in loyalty marketing – “loyalty for a cause” –
The RecycleBank Story.
Morley Ivers, Chief Rewards Officer, RecycleBank
9:40: 1-800-Flowers Shows Customer Engagement
1:40: Exceeding Customer Expectations: Rogers
Communications’ Customer Retention and
Satisfaction Approach
The core of this session focuses on answering some
key questions on tips and tricks for how to proceed
with focus groups, suggestions tools, continuous
improvement approaches, and quality sealed processes
for front line staff.
•What are the basics expected from a customer
perspective?
•What is under the contact center control?
•What can we do pro-actively vs. re-actively?
•Why is agent feedback so important & do we use it?
Josée Bourdages, Customer Experience and Service
Strategy Director, Rogers Communications,
Fido Brand
1-800-Flowers
10:20: Morning Networking & Refreshment Break
Amidst a Disruptive Business Environment
2:20: Educational Loyalty and Social CRM: Irynsoft
Facilitates Communal Learning Experiences
11:40: GE Money’s Journey to Call Center
According to the National Center for Educational
Statistics, only 36% of students that start a baccalaureate
program complete it within 4 years. Considering the cost
of an education, as well as the societal benefits of a better
educated populace, there is a tremendous opportunity to
deliver value by applying loyalty principles here. Irynsoft
enables universities to deliver educational multimedia
content to mobile phones. Learn how some of the oldest
institutions in the country have used this technology to
build loyalty.
Sanjib Kalita, Former SVP, Loyalty Marketing, Citi,
Head of Marketing, Irynsoft
What can differentiate your business in the minds of
customers? How can you truly be unique? Learn how
you can adjust your strategies to balance long-term
profitability while aligning it with the best interests of your
greatest asset – your customers.
Jill Noblett, Senior Vice President, Loyalty & Direct
Marketing, Wyndham Hotel Group
Satisfaction through First Contact Resolution
Despite turbulence in the economy and regulatory
changes specifically impacting the credit card industry,
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12:20: Luncheon for Monday Participants
Lewis Goldman, Former Chief Marketing Officer,
11:00: Wyndham Hotel Groups Leads Loyalty
the Customer Experience: Maritz Research
Explores the Next Generation of CEI/I Methods
www.iirusa.com/naccm
There is growing evidence that current feedback
methods “are broken in many ways.” Recent research
indicates that, among companies, their partners, and
their customers, significant problems must be remedied
if CEI/I programs are to succeed. Take a glimpse into the
“next generation” of CEI/I methods and processes:
•How these data will be captured, analyzed, and
accessed
•Who will have access to results and insights derived
from customer experience data
•How value will be created and exchanged among key
stakeholders to ensure that all are engaged in the CEI/I
process
•How actionability of customer experience intelligence/
insights will be ensured, and the business impact of
actions established
D. Randall Brandt, Vice President, Customer Experience
& Loyalty, Maritz Research
4:20: Loyalty, Cost Savings and Incident Reduction:
Netezza’s High Touch Customer Strategy
Execution of Netezza Customer Support’s High Touch
Strategy has resulted in industry leading customer
satisfaction, loyalty, margins, and renewal rates.
•On-time and seamless product delivery and installation
as opportunities to build customer satisfaction and
loyalty
•Investing in getting customers up to speed results in
long term incident reduction, cost savings, and loyalty
•Data that shows how support and product
performance impact customer satisfaction and loyalty
•Using customer experience data to improve product
and maintenance releases
Patricia Cotter, Senior Vice President of Operations,
Customer Support, Manufacturing, and Educational
Services, Netezza Corporation
5:00: Close of Loyalty Summit.
© 2010 Institute for International Research, Inc. All rights reserved
What does it mean to have an engaged customer?
It’s more than just having Facebook fans or an online
presence. It’s investing in the customer experience and
becoming an authentic part of the interactions.
•How loyalty programs can increase customer
engagement and transaction frequency
•Turning around bad customer experiences and
creating advocates
•Social Networking and Participatory Commerce Facebook, Twitter, Blogging, Surveys
3:40: Methods of Understanding and Improving
Valerie J. Foxman, Senior Manager, Customer Insights,
GE Capital Retail Consumer Finance
through Social CRM: You Can’t Fake It
3:00: Afternoon Networking & Refreshment Break
“Welcome Home.”
For over 8 years, the North American Conference on Customer Management has been your
most trusted partner for peer-to-peer sharing, leadership building sessions, and legendary
storytellers, leaving you with the inspiration and empowerment to make a difference.
Featuring: L.L. Bean, GE, Wyndham Hotels, Citbank, CareerBuilder, Humana, CVS
Caremark, Ace Hardware, Southwest Airlines, Petsmark, Yahoo, EA, and more...
Leadership • Customer Excellence •
Social CRM
www.iirusa.com/naccm
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MAIN CONFERENCE DAY ONE KEYNOTES • Tuesday, October 26th, 2010
8:30: Welcome and NACCM
Overview
8:45:
Stew Leonard, Jr. shares the secrets of the company that’s been called “The Disney of retail”. It’s no accident that customers of Leonard’s are
unwaveringly loyal. Every visit to his stores offers new surprises - even for regular customers. The stores live by the rules etched on a three
ton granite rock at each store’s entrance: Rule #1 The Customer is Always Right; Rule #2 If the Customer is Ever Wrong, Re-Read Rule #1. In
good times and bad, this simple axiom has created legions of intensely loyal customers who have driven constant growth. He offers practical,
usable ideas to build teams, empower employees, continually innovate and improve quality and establish total dedication of the team to
exceeding customer expectations. His management style stresses flawless execution of the fundamentals as the clear, competitive edge. He
calls it S.T.E.W.: Satisfy the customer; work together as a Team; strive for Excellence at everything you do; and get the customer to say WOW.
9:45: World Café Dialogue
11:00:Morning Networking &
Refreshment Break
11:30 Break out into tracks
Track 1: A Focus on
Leadership
Track 2: A Focus on
Company Culture & Employee
Engagement
Track 3: A Focus on
‘Crowdservicing’ (aka
Customer Partnerships and
Experience)
1 Stew Leonard, Jr., President, Stew Leonard’s
9:45:
Café host: Mary Kipp, Consultant, Executive Coach, Founder, Kipp and Associates
3:45: The Business Behind the Magic of Disney’s Chain of Excellence:
Leadership, People Management, Quality Service, and Loyalty
The Power you need to propel your organization forward is waiting through Disney’s Approach to Business Excellence. Learned the five
most powerful lessons in business; lessons carefully developed by the Disney organization in its never-ending pursuit of excellence. These
universal assets of a successful business- inspiring creativity, leadership excellence, people management, quality service, and brand loyaltyare the linked in the renowned “Chain of Excellence”. Together, these lessons forge an enduring bond between inspired leaders, motivated
employees, and satisfied customers that drive financial results and sustains years of repeat business.
3:45: The Business Behind
the Magic of Disney’s
Chain of Excellence:
Leadership, People
Management, Quality
Service, and Loyalty
5:15: “Welcome Home” Block
Party: Opening Night
Cocktail Reception
World Café Dialogue: Harnessing Collective Intelligence:
What Is GREAT Customer Leadership?
Wouldn’t it be great if there were a way to harness collective intelligence of all the great NACCM attendees to create actionable solutions
around our most biggest customer-facing challenges? World Café is a highly engaging method for channeling the brilliance of a roomful of
independent thinkers into a coherent pattern of action. It is a user-friendly approach to creating cooperative dialogue around topics that
matter. In a World Café dialogue, small, intimate conversations build on each other as people move between tables, cross-pollinate ideas and
make new connections around their work, their life and their preferred future. Because of its unique structure, the Café method enables large
groups to think collaboratively & creatively as part of a single “threaded discussion”.
1:00 Luncheon
3:15: Afternoon Networking &
Refreshment Break
At Stew Leonard’s The Customer Is ALWAYS Right!
Disney Institute
5:15: “Welcome Home” Block Party: Opening Night Cocktail Reception
Customer World is the mega event with the neighborhood feel. Join in the fun Tuesday night as we celebrate coming back to Disney World
with for a good ‘ol fashion block party!
MAIN CONFERENCE DAY TWO KEYNOTES • Wednesday, October 27th, 2010
8:45: Day Two Welcome and
Overview
9:00: “Breakfast of
Champions” Outdoor
Roundtables
10:20:Morning Networking &
Refreshment Break
10:40: (Inter)Views from the
Top: CEO/COO Spotlight
11:40: Drive Business
Performance: How
Leaders Enable a
Culture of Intelligent
Execution
12:20 Luncheon
1:20 Break out into tracks
Track 1: A Focus on
Leadership
Track 2: A Focus on
Company Culture & Employee
Engagement
Track 3: A Focus on
‘Crowdservicing’ (aka
Customer Partnerships and
Experience)
4:20: Close of NACCM 2010…
9:00: “Breakfast
of Champions” Outdoor Roundtables
Start your day like a champion! Get outdoors for morning roundtable sessions led by 1to1 Media Customer Champions while enjoying
continental breakfast. You’ll have the opportunity to sit at 4 different roundtables hosted by a Customer Champion. Attendees will spend 20
minutes with each champion, learning his/her story behind keeping their organization on the right track to customer-centric success. The
session will be led by Ginger Conlin, Editor-in-Chief, 1to1 Magazine, and confirmed champions include:
Rosemarie Donzanti, SVP, Customer Care Services, CVS Caremark
John Cushman, VP, eSales & Service, AT&T
2 Boyd Beasley, Senior Director, Customer Support, Electronic Arts
3 Barbara Graovac, Vice President and General Manager, Healthcare & Science, Thomson Reuters
4 Stuart Roesel, Director of Customer Loyalty and Retention, Earthlink
10:40: (Inter)Views
from the Top: CEO/COO Spotlight
It’s easy for a company to give lip service to the idea of putting their customers first. But the strategic direction to actually move this from
philosophy to action needs to come from the top. The “(Inter)Views from the Top” bring together the CEO/COOs who made customer service
a priority through tough times, and proved the value of their efforts to their company’s bottom line. (Inter)Viewees include:
Todd Davis, Chief Executive Officer, LifeLock
5 Jay Steinfeld, Founder and Chief Executive Officer, Blinds.com
6 Bob Peixotto, Senior Vice President and Chief Operating Officer, L.L. Bean, Inc.
11:40: Drive
Business Performance:
How Leaders Enable a Culture of Intelligent Execution
Every customer-facing organization needs leaders dedicated to working towards enhancing organizational objectives, analyzing trends, and
planning winning strategies. This keynote explains the competitive advantage experienced by organizations that create and manage a “Culture
of Performance.” It demystifies performance management, with detailed guidance for organizations to replicate top performers’ practices,
including the skills and assets needed to successfully compete in today’s customer-first business society. Joey Fitts is co-author of the bestselling book, Drive Business Performance: Enabling a Culture of Intelligent Execution. Fitts is recognized as a leading authority on Business
Intelligence, Performance Management, and Strategy Execution.
7 Joey Fitts, Co-Author of the best-selling book Drive Business Performance: Enabling a Culture of Intelligent
Execution, Author, Strategy 2.0: The Social Strategist (to be released in 2011)
Call: 888.670.8200 or 941.951.7885 • Email: Register@iirusa.com
5
MAIN CONFERENCE DAY ONE TRACKS • Tuesday, October 26th
Stick with one track or bounce around...it’s up to YOU!
“One Person Can Make a Difference”
“There’s No ‘I’ In Team”
“The Customer is Always Right”
Track 1: A Focus on Leadership
Track 2: A Focus on Company Culture &
Employee Engagement
Track 3: A Focus on ‘Crowdservicing’
(Customer Partnerships & Experience)
11:30: Welcome from the Track Chairperson
11:40:
Welcome from the Track Chairperson
Keeping It Real with Customers! Nationwide
‘On Your Side’
Whether you directly work with a customer or your job is
behind the scenes, we all affect the customers experience
and how you interact with your peers at work. Show them
you know them and that you care about them. Act on
their behalf and help them make informed decisions. At
Nationwide, we call it being On Your Side. You’ll hear what
we’re doing to enhance the customer experience as a way
to help build customer loyalty.
Jasmine Green, Chief Customer Advocate,
Nationwide Insurance
Tweet with us!
http://twitter.com/customerworld
Making Good Service Great: CVS Caremark
Engages Colleagues in their Mission, Vision,
and Values
When We Listen to Customers, We All Win:
PetSmart Turns Customer Feedback into
Actionable Insights
CVS Caremark, a Fortune 18 company that combines retail
and pharmacy benefit management, is a leader in engaging
colleagues in their Mission, Vision and Values. The vision
to improve the quality of human life is something everyone
takes seriously. We are in a people business. While we
may dispense medication we are a company made up
of people who care for others. This session shares how
CVS Caremark enables colleagues in the pharmacy benefit
organization to be successful and help them establish an
emotional connection with their callers. Learn specific
techniques that help shift the shape of culture - how to
move away from typical call center management in order to
make good service great.
In order to truly drive your business and compete on more
than just price and convenience, it’s critical to understand
what your customer expects (and is not getting), how
your company can differentiate itself and what that means
through every touch point with your brand. If you master
this, your customer will reward you. Learn how PetSmart
gathers customer data and turns that information into
actionable insights that lead business decisions. From the
branding you see on television to the in-store experience
and the tailored offers and communication customers
receive through our loyalty program, the most important
person we consider is the customer. If she’s happy and her
pet is happy, then we’re really happy.
Candy Clay, Director of Customer Care, CVS Caremark
Michelle Wildman, Director, Customer Engagement &
Operational Excellence, PetSmart
Tracy Fields, Director, Client Support Management,
CVS Caremark
12:20:
It’s Not About Smiling More: How Thomson
Reuters’ Leaders Create a Measurable
Customer Experience Culture
We have all seen the t-shirts, banners, and coffee mugs
that say WE LOVE OUR CUSTOMERS. But in a resultsoriented, business-to-business environment that just isn’t
enough. We’ll share strategies for:
•Collecting customer feedback and identifying needs/
pain points
•Building a business case to engage senior leadership
•Piloting successful service innovation using creative yet
practical thinking
•Measuring results using a robust 360 degree strategy
Welcome from the Track Chairperson
The Key Ingredient for Success: Xerox Puts
the Customer at the Core of Their Strategy
GE Healthcare Accelerates Customer
Partnerships with Social CRM
With a great brand, state of the art products and
services, terrific people, and a solid business strategy,
with unrelenting focus on the customer at the core of
the strategy, the legendary Xerox Corporation has an
unrelenting focus on the customer. What is included in
an unrelenting focus on the customer? This module will
highlight one key ingredient.
Driving social media in a matrixed B2B organization is
especially challenging. Marketing, IT, Sales and Legal
functions all have legitimate, and something conflictinginsights. Spend a few minutes commiserating over our
shared challenges… then let’s solve them!
•No whining! Keep your dignity and your sense of humor
•There is always a business case- make it with metrics!
•Got content? Add features & functionality carefully
Jared K. Hardie, Vice President, General Manager,
Major Account Operations and Customer Experience,
Xerox Corporation
Tom Zimmerman, Customer Acceleration Leader,
GE Healthcare
Barbara Graovac, Vice President and General Manager,
Healthcare & Science, Thomson Reuters
1:00:
2:00:
NACCM Luncheon
Straight Talk: How Electronic Arts’ Leaders
Empower Employees and Customers to
Reveal the Good, the Bad, and the Ugly
Got WOW? Westfield’s 5-Step Approach to
Creating a Culture of WOW through Employee
Engagement
Opening Doors with Your VIP Customers:
Scottrade Empowers Very Influential
Participants
For his ability to get right at what matters to both employees
and customers, Boyd Beasley was awarded the 2008 1to1
Customer Champion Award. Rising through the ranks
at EA, he introduced a process that involves customer
support in the product development process to give
their insights, as well as to get an understanding on new
products or features they’ll be supporting. His frequent
interaction (and candor) with both players and customer
support employees is crucial to EAs customer experiences.
•Getting your frontline employees to tell you what’s
good, what’s bad, and what’s ugly about your business
•Never being satisfied with the status quo: Creating
company evangelists by exceeding (and not just
meeting) customer expectations
•How being honest and upfront with customers can lead
to large returns
WOW for Westfield means “Way beyond the expected.
Own it personally. Win over their hearts.” Learn Westfield’s
unique 5-step approach to creating a culture of WOW.
•Hear your customers – learn how Westfield listens to
their customers and turns feedback into action
•Hire WOW people – gain insights to how Westfield
targets people who are customer-oriented
•Train WOW – preview Westfield’s WOW training
programs, motto and 7-Standards for Success
•Measure WOW – see how Westfield takes customer
feedback and measures the experience
•Reward WOW – gain some new ideas about innovative
reward and recognition programs
Every company has their VIPs – those Very Influential
Participants that make up the empowered upper-level tier
of your customer base. It is essential to actively nurture the
relationship between your company and its self-confident
VIP customers and work toward the development of mutual
benefits and rewards for you both! With that concept at the
forefront, this presentation will discuss and highlight:
•The how-to’s and importance of recognizing the value
VIPs present to your company
•Fostering a two-way communication strategy geared
toward creating a symbiotic partnership
Boyd Beasley, Senior Director, Customer Support,
Electronic Arts
2:40:
How Great Leadership Inspires Great Action
“The key to
successful leadership today
is influence, not authority.”
- former NACCM keynote Ken
Blanchard
Andre Harris, Vice President, Customer Service,
Brand Communications and Training,
Westfield Shopping Malls
Microsoft Improves Worldwide CustomerCentric Culture and Accountability
For over ten years, Microsoft has continually been investing
in and improving its ability to integrate voice of customer
and ensure accountability to customers and partners
across the company.
•Embedding customer and partner experience into
business planning
•Building clear accountability and measurement around
a global business strategy
•Providing real-time customer feedback and insights that
mobilize employees to be aware of, own and resolve
issues
•Motivating employees by demonstrating the impact of
their efforts and through rewards and recognition
Amanda Sachs, Senior Director, WW Customer & Partner
Experience, Microsoft
Growing a Branded Community to Increase
Engagement and Advocacy: Verizon Integrates
User Forums
Social media is being used by many companies to encourage
increased engagement with customers. Communities have
been around via forums for several years. This session will
discuss how Verizon has used community and forums to
increase loyalty as well as how to integrate communities
and forums with other social media and customer retention
initiatives.
• Learn why customer listening via community is a key
component in gaining strong customer insight
• Learn how to grow a tech support community into a
branded engagement community
• Learn how to work with your community members to
create advocacy in them and in other customers (even
complainers)
• Understand how to integrate social media with your
customer retention and loyalty programs
Rebecca Carroll, Community Program Manager and
Strategist, Verizon
3:20:
6
30 Minute Afternoon Networking & Refreshment Break (then back to Keynotes!)
www.iirusa.com/naccm
© 2010 Institute for International Research, Inc. All rights reserved
Do you have a great customer story on how positive
leadership has led to positive outcomes? Then we want
your voice to be heard. If you’re interested in speaking
during this session, please contact Jon Saxe at jsaxe@
iirusa.com
Nina Card, Community Manager, Scottrade Inc.
MAIN CONFERENCE DAY TWO TRACKS • Wednesday, October 27th
Stick with one track or bounce around...it’s up to YOU!
1:20:
2:00:
“One Person Can Make a Difference”
“There’s No ‘I’ In Team”
“The Customer is Always Right”
Track 1: A Focus on Leadership
Track 2: A Focus on Company Culture & Employee
Engagement
Track 3: A Focus on ‘Crowdservicing’
(Customer Partnerships and Experience)
Customer-Centric Leadership:
Sun International Hotels Gears Up for the
World Cup
“Service Sabbatical”: Blue Cross Blue
Shield’s Innovative Employee Development
Opportunity
In 2006 Sun International embarked on a new customercentric strategy, indentifying the 5 key areas of focus:
•PERCEPTIONS: Using Charlize Theron to assist us in
creating an emotional bond with our group brand
•INTERACTIONS: “One Sun” engaged with all 27 of our
properties and all 21,000 people to tell them of our new
journey and mission
•EXPERIENCES: Deploying a group-wide Touch Point
initiative aimed at empowering Middle Management
with the tools to engage with Front-line
•RELATIONSHIPS: Group-wide database to create a
‘Single View of the Customer’ across all properties
•Guest RELEVANCE: Ensuring we we ‘remember’ certain
things around our customer profiles
Taking conceptual adoption of a similar a program offered
to law enforcement officers, Blue Cross Blue Shield of
Massachusetts’ Academy of Service Excellence created an
innovative development opportunity for their service and
operations associates. Keeping core business initiatives
and service values top of mind, three key strategies were
identified to serve as the framework for Service Sabbatical.
These included strengthening operational awareness,
creating modules to support career navigation and
integrating a community component offering our assistance
to other organizations in need. Come learn more about
this unique program, take back the tools you will need to
customize your own curriculum and most importantly, learn
how a 5-day investment in your associate offers a positive
ROI back to your customer.
Ica van Eeden, Chief Customer Officer,
Sun International (pty) Ltd Hotel Group
Patricia Dillane, Director, Member Service Delivery,
Blue Cross Blue Shield of Massachusetts
Leadership Means Enabling Success for All
Associates: ADT’s Employee Engagement
Impacts the Bottom Line
Transforming the Corporate Help Desk
Structure: Ace Care Center Increases
Efficiency without Losing “Tribal” Knowledge
or Personal Touch
Leadership means enabling success for all associates
by creating an environment where people’s contributions
are valued, and people have the training, support and
empowerment necessary to improve the customer
experience every day. Engaging your employees in the
decisions that impact them at work is critical to improving
your performance results. Three ways to actively engage
and solicit input from all associates throughout the
organization are reviewed:
•Upward Evaluations: How your Managers get results is
as important as getting the results
•Skip Review Meetings: Conducting Skip Review
Meetings removes the filters, improves communication
flow and performance
•Peer Recruiting: Shouldn’t your best front line
associates be involved in selecting their new
peers? Engaging Employees from the first aspect of
performance – selecting new hires – a powerful way
to acknowledge existing employees and avoid hiring
mistakes
Georgia Eddleman Little, Vice President, Customer Care,
ADT Security Services
2:40:
3:00:
Learning Leadership Disney Style for
Employee Excellence and Strong Business
Results: Humana Inspires Action and
Creates Magic
William Greenwald, Director, Business Advisory Group,
Humana
How Leaders Must Empower Employees:
CareerBuilder.com Focuses on People,
Process and Culture
CareerBuilder.com understands that the call center is the
most vital point of contact in building and maintaining
relationships with customers. The company champions
people development, employee career mapping,
and continuous improvement initiatives to empower
employees. But this type of initiative doesn’t exist in a
vacuum, it needs support from the top and buy-in at every
level. Senior management is highly visible in the call center
and frequently conducts frequent focus group sessions.
The organizational structure it designed to support quality,
training, supervision, and workforce management.
Mike Hargis, Vice President, Global Customer Care and
Operations, CareerBuilder.com
Robyn Tippins, Community Lead, Yahoo! Developer
Network
Fun Fact:
Robyn is also the Author of
Community 101!
Crowdservicing: Why Great Customers Make
the Best Partners
Do you have a great customer story on how your organization
partnered with your customer base to positively impact
your brand? Then we want your voice to be heard. If you’re
interested in speaking during this session, please contact
Jon Saxe at jsaxe@iirusa.com
See what your peers are
blogging about @
www.mycustomerworld.com
Klaus Buellesbach, Director Ace Care Center &
Deployment, Ace Hardware Corporation
Living Life Uninterrupted: The Hartford’s
Journey toward Building an Award Winning
Culture to Serve AARP Members
Building Meaningful Relationships:
PepsiCo Connects Online and Offline Using
Social Media
How does The Hartford build a 25 year culture of award
winning customer service focused on the unique needs of
AARP members with its mostly millennial representatives?
Starting day one and continuing through their tenure,
representatives are trained, coached and rewarded to
serve AARP members. From assisting a customer through
the excitement of adding a newly purchased retirement
home to the wrenching call requesting removal of coverage
for a deceased spouse or partner, reps are given the skills
and support to provide some of the best service in the
industry. Leave this session with a framework for building
and sustaining customer service skills that differentiate you
with your customers.
Learn how PepsiCo is using digital and social media
channels to build their reputation and connect with loyal
consumers as well as potential new influencers. By
leveraging digital storytelling and conversational marketing
to drive news creations, PepsiCo has gone from impressions
to connections. In this session we will discuss tools for the
trade, how to operate a digital communications team and
best practices on execution.
Joshua Karpf, Head of Digital and Social Media, PepsiCo
Sue Brinker, Assistant Vice President, Learning,
Hartford Insurance
Environment is Everything: Why Happy
Employees Lead to Happy Customers
Do you have a great customer story on how a positive
company culture initiative has led to fruitful customer
relationships? Then we want your voice to be heard. If
you’re interested in speaking during this session, please
contact Jon Saxe at jsaxe@iirusa.com
“The magic
formula that successful
businesses have discovered is
to treat customers like guests and
employees like people.”
- former NACCM keynote
Tom Peters
4:20:
You don’t want visitors to your site, you want active
participants. You want fans. Fans are community members
who are involved, engaged. They love you, they love your
product, and they love being a part of your community. In
this session, we’ll learn how to turn ordinary customers into
fervent fans.
Afternoon Networking & Refreshment Break
Based on Lee Cockerell’s new book, Creating Magic,
focusing on Lee’s “10 common sense leadership strategies
from a life at Disney”. Participants will experientially explore
what Cockerell defines as Disney’s overall formula for
success, which Cockerell sums up as “great leadership
leading to employee excellence, which leads to customer
satisfaction and strong business results.” Participants
are taken through several hands-on exercises to ensure
actionable insights are gleaned and then immediately taken
back to, and implemented in, their operations/divisions
upon arrival home.
3:40:
This case study highlights how Ace Hardware Corporation
created a small, 70 seat contact center to support all
primary customer groups including Retailers, Consumers,
Vendors and Employees. The center replaced a number
of individual Help Desks across the corporate campus.
With a blend of updated technology, the support of senior
leadership, a limited budget and the willingness of all
stakeholders in the organization to collaborate, staffing
and resources were combined. New business processes
and in-depth training initiatives made it possible to retain
all existing staff members and resulted in a more consistent
Service Experience. The presentation includes:
•The contact center planning and implementation
process
•Creating a targeted, inexpensive QA initiative to support
a consistent Service Experience
•Developing a staff incentive program to drive
performance and quality
From Ordinary Customer to Fervent Fans:
Yahoo! Helps Customers Take the Leap
The Five Methods of Automatic Customer
Satisfaction: Polygon Northwest Ensures
Customers Remember Positive Experiences
Stop trying to manually improve results! As simply as driving
a car with an automatic transmission, you’ll see how these
five tried-and-true principles can help you automatically
take your team to the highest levels of customer satisfaction.
Using humor and real-world customer experiences, this
session will help you learn:
•The most valuable resource you can give your
customers
•The key strategy for reversing negative situations
•The one thing that frustrates customers more than
anything else
•How to ensure customers will remember their positive
experience
•How to discover customer problems before they tell you
Steve Martorano, Director of Customer Services,
Polygon Northwest
Close of NACCM 2010… Visit us at www.iirusa.com/naccm for speaker presentations and the post conference report.
Call: 888.670.8200 or 941.951.7885 • Email: Register@iirusa.com
7
Registration Details
3 Easy Ways to Register and Invest in Your Customer Strategies!
PHONE
(888) 670- 8200 or outside the US (941) 951-7885
EMAIL register@iirusa.com
About the Venue:
ONLINE
www.customerworldcentral.com
Walt Disney World
Dolphin Resort:
Walt Disney World Dolphin Resort
1500 Epcot Resorts Boulevard
Lake Buena Vista, Florida
Discounted Room Rates:
Web link: http://swandolphin.com/groupres/iir/
Reservations Phone #: 1-800-227-1500
Attendees must identify themselves as part of the “IIR
group” when they call in order to receive the group rate at
the Walt Disney Dolphin. Cutoff date is Friday, October 1st,
2010
In the heart of the Walt
Disney World® Resort,
the award-winning Walt
Disney World Dolphin is
your gateway to Central
Florida’s greatest theme
parks and attractions. The resort is located in between
Epcot® and Disney’s Hollywood Studios™ and nearby
Disney’s Animal Kingdom® Theme Park and Magic
Kingdom® Park.
Hotel Reservation Policies: A first and last night nonrefundable deposit is required at the time of reservation.
Cancellations and changes to a reservation will be accepted
without further financial responsibility up until 72 hours prior
to your arrival date. Your credit card is subject to being
charged for your full reservation if cancellation or changes
to a reservation are received any less than 72 hours of your
arrival date.
Getting to the Resort from the Airport: The Orlando
International Airport is the most convenient choice if you are
flying into Orlando. From there, it’s just a short 20 minute
drive to the Walt Disney World Dolphin Resort.
ALL ACCESS
YOUR BEST VALUE!
CUSTOMER WORLD SUPER PASS
Description
BEST
!
VALUE
All 3 days of all 3 co-located events:
Customer UNinterrupted + NACCM + Linkage
Register by Register by Register by Register by Standard
7/23
8/13
9/10
10/1
& On-Site
Rate
$2895
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NACCM Options (M2300)
Description
Register by Register by Register by Register by Standard
7/23
8/13
9/10
10/1
& On-Site
Rate
LOYALTY SUMMIT ONLY
Monday Loyalty Summit Only
MAIN CONFERENCE ONLY
Tuesday & Wednesday NACCM Main Conference Sessions Only
$1895
$1995
$2095
$2195
$2295
NACCM ALL ACCESS
Monday Loyalty Summit and Tuesday & Wednesday Main
Conference Sessions
$2795
$2895
$2995
$3095
$3195
$1195
Tiered pricing is valid through expiration date. New Pricing takes effect at specific dates indicated. All fees must be paid in full by expiration date or your price will increase to the next
level tier.
LOOK OUT for Some MAJOR
Early
Bird
Savings
Remember…The Earlier You
Register, the More You Save!
 July 23rd and Save $400
 August 13th and Save $300
 September 10th and Save $200
 October 1st and Save $100
Loyalty Program: Past Attendees Save $100
Save an ADDITIONAL $100 if you are a past attendee of ANY
of our previous NACCM, Linkage, or Customer UNinterrupted
conferences.
 July 23rd and Save $500
 August 13th and Save $400
SAVINGS Coming Your Way
Mentor Discounts: It Pays to Give Back
Group Discounts: Send More, Save More
 Volunteer mentors are eligible for 20% off the standard
rate as appreciation for lending their time. Please email
kpotanka@iirusa.com if you would like to become a mentor.
 If your company is sending 3-4 people, save 15% off the
standard rate.
Company Discounts: Speaker/Sponsor Referrals
& Gov’t/NFPs
 If your company is sending 7 or more people, save 25% off the
standard rate.
 Is your company speaking at the event? Save 20% off the
standard rate.
*No two discounts can be combined- with the exception of the
$100 Loyalty discount. Please not that early registration discounts
may be a better value than some of the discount opportunities here,
so please register today. For more information on group packages,
please contact Terrence Johnson at 646-895-7423.
 Is your company sponsoring the event? Save 25% off the
standard rate.
 If your company is sending 5-6 people, save 20% off the
standard rate.
 Are you a government, Non-Profit or Academic Professional
employee? Save 30% off the standard rate.
 September 10th and Save $300
 October 1st and Save $200
CANCELLATION POLICY
If for any reason IIR decides to cancel this conference, IIR
accepts no responsibility for covering airfare, hotel or other
costs incurred by registrants, including delegates, sponsors,
speakers and guests.
Inc.” and write the name of the delegate(s) on the face of the
check, as well as our reference code: M2300 (NACCM) or
M2211 (Linkage). If payment has not been received prior to
registration the morning of the conference, a credit card hold
will be required.
Any disabled individual desiring an auxiliary aid for this
conference should notify IIR at least 3 weeks prior to
the conference in writing, by faxing 212-661-6045.
PAYMENTS:
Payment is due within 30 days of registering. If registering
within 30 days of the event, payment is due immediately.
Payments may be made by check, Visa, MasterCard,
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INCORRECT MAILING INFORMATION
Fax this page to 419-781-6036.
Don’t Miss Out on the Opportunity to Speak, Sponsor, Partner, Network & Exhibit
We don’t just create conferences. We invest in high quality content that delivers the right
audience. Sponsors don’t just buy conferences. They invest in high quality events that
deliver the right audience. CustomerWorld is your catalyst for change….that ultimately
stands to impact your customer relationships. Join us in our mission. Attendees are looking
for fresh customer ideas and new partnerships to help them build loyalty and strategize. This
content-rich event helps suppliers meet and make powerful impressions to the key decisionmakers. Don’t miss your opportunity to expand your client base.
Are you interested in speaking, sponsoring, or exhibiting?
Contact Jon Saxe, Business Development Manager at jsaxe@iirusa.com or
646-895-7467.
Are you a media outlet, publication, or blogger looking to get involved?
Contact Hinde Liepmannsohn at hinde@iirusa.com or 646-895-7307.
M2300
8
www.iirusa.com/naccm
© 2010 Institute for International Research, Inc. All rights reserved
If you need to make any changes or have any questions,
please feel free to contact us via email at register@iirusa.com.
Cancellations must be in writing and must be received by IIR
prior to 10 business days before the start of the event. Upon
receipt of a timely cancellation notice, IIR will issue a credit
voucher for the full amount of your payment, which may be
applied towards registration fees at any future IIR event held
within 6 months after issuance (the “Expiration Date”). All
credit vouchers shall automatically expire on the Expiration
Date and shall thereupon become void. In lieu of issuance
of a credit voucher, at your request, IIR will issue a refund
less a $795 processing fee per registration. Registrants are
advised that no credit vouchers or refunds will be issued for
cancellations received less than ten business days prior to
start of the event, including cancellations due to weather or
other causes beyond the Registrant’s control. IIR therefore
recommends that registrants allow for unexpected delays in
making travel plans. Substitutions are welcome at any time.
ustomer W orld
The co-location of 3 unique customer-centric events.
Customize your experience and attend 1, 2 or all 3... it’s YOUR World!
Self-Service • Technology •
Seamless Connectivity
Measurement • Metrics •
Loyalty & Satisfaction
Leadership • Customer Excellence •
Social CRM
Keynote Speakers
Stew Leonard, Jr.
Bob Peixotto
Joey Fitts
President,
Stew Leonard’s
SVP & COO,
L.L. Bean, Inc.
Co-Author, Drive
Business Performance:
Enabling a Culture of
Intelligent Execution
John Cushman
Jasmine Green
Rosemarie Donzanti
Jill Noblett
VP, eSales & Service,
AT&T
Chief Customer Advocate,
Nationwide Insurance
SVP, Customer
Care Services,
CVS Caremark
SVP, Loyalty Marketing,
Wyndham Hotel
Group
“Anytime, Anyplace, Anywhere.”
In any always ‘on’ society, develop a consistent strategy for delivering seamless service interactions across multiple channels, with a focus on self-service,
online experience and technology.
Self-Service • Technology •
Seamless Connectivity
Featuring: AT&T, AIG, Continental Airlines, Verizon, AutoTrader.com, Earlthlink, and more
www.customeruninterrupted.com
“Welcome Home.”
For over 8 years, the North American Conference on Customer Management has been your most trusted partner for peer-to-peer sharing, leadership building
sessions, and legendary storytellers, leaving you with the inspiration and empowerment to make a difference.
Featuring: L.L. Bean, GE, Wyndham Hotels, Citbank, CareerBuilder, Humana, CVS Caremark, Ace Hardware, Southwest Airlines, Petsmark, Yahoo, EA, and more
Leadership • Social CRM •
Customer Excellence
www.iirusa.com/naccm
“Make Smarter Decisions: Link Customer Investment to Business Performance.”
Measurement • Metrics •
Loyalty & Satisfaction
Linkage Strategies has helped make customers a company’s greatest asset for the past 14 years. Align internal operational measures with market feedback
for financial success, giving the customer a voice at the executive table.
Featuring: LEGO, Home Shopping Network, Stowe Mountain Resort, Zions Banc, Intuit, Kraft, AIG, Time Warner Cable and more
www.iirusa.com/linkage
MEDIA PARTNERS
October 25-27, 2010
Walt Disney World Dolphin Resort • Orlando, FL
www.CustomerWorldCentral.com