Leadership • Customer Excellence • Social CRM www.iirusa.com/naccm ustomer W orld Wh ow n s i M C NAC art of... p et r e h eV E OIC O UR O Y F RY T S U IND er to champion and celebrate h t e g o t s CUST come “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 1S T. 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 2 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 3 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, 4 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 1 2 3 4 5 6 7 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 $2995 $3095 $3195 $3295 NACCM 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, Discover, Diners Club or American Express. Please make all checks payable to the “Institute for International Research, 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