Morning Session:

Surviving the Perfect Customer Care Storm: Let The Voice of the Customer Be Your Guide

Presented by Scott Broetzmann,

President and CEO

Customer Care Management and Consulting

Alexandria, VA

Since 2003, Customer Care Measurement & Consulting has conducted a series of national surveys of complainant satisfaction among both English- and Spanish-speaking households.

 
The results of these studies are sobering.
Despite the significant investments that have been made to build relationships with customers and to “delight” and “WOW” them through service innovation, complainant satisfaction is actually lower today than it was more than 30 years ago.

Ironically, it is a failure to communicate and build relationships with customers that is a principal cause of for this decreased satisfaction.

Featuring findings from the four National Customer Rage surveys, the 2008 Hispanic Rage survey, and the results from several other national CCMC studies, this session explores the unique communication challenges that must be successfully managed to realize the brand loyalty benefits of a customer care experience.

Using a series of focus questions, participants will collaborate in small groups to explore how their companies and organizations are responding to these challenges.

http://customercaremc.com/people.html

Afternoon Session:

Delivering the Ultimate Customer Experience

Presented by Bill Gessert 

Senior Partner, TeleSolutions Consultants, Metuchen, NJ

& Current National ICSA President

Delivering the ultimate customer service experience on a consistent basis should not be left to chance in any organization.  

In this session, packed with real world examples and immediate applications, Bill Gessert will share how any organization can build outstanding customer service into their strategic plan. 

Attendees will learn how to drive the behaviors that ensure the highest levels of customer satisfaction.

Education Sales Management (ESM) is an admissions and retention support team that uses call center people, processes and technology to help educational institutions enroll more students, faster. We help institutions effectively manage the student lifecycle from inquiry to program completion.  ESM's highly trained consultants use well-developed enrollment processes and sophisticated technology to deliver cost-effective lead processing, high contact rates, and strong conversion rates. Focused exclusively in the education industry, we are passionate about helping people improve their lives through education. For more information visit www.education-sales.net

QUALITY SUMMIT PROGRAM COMMITTEE:  Deb Wells, SUPERVALU; Mike Fleischman, Education Sales Management; Fred Sumner, Create; Russ Schmuhl, Customer Care Institute