This week, we’re going to be live from NACCM: Customers 1st in Phoenix, Arizona. Conference Producer Amanda Powers recently sat down with us to let us know what to expect from this year’s conference.
I’m excited to announce that the 7th annual NACCM Customers 1st 2009 Conference full program details have just been published. It’s taking place Nov. 2-5, 2009 at the Pointe Hilton Squaw Peak in Phoenix, Arizona. NACCM Customers 1st is the most comprehensive customer-centric conference covering everything customer strategy under one roof. Speaking companies include Dell, FedEx, Southwest Airlines, Marriott International, Mastercard Worldwide, Travelocity, Zappos.com, JetBlue Airways, CIGNA, The Hartford and many more. The event has over 40 sessions, 45 corporate practitioner speakers, 3 Chief Customer Officers, 2 Chief Marketing Officers, 2 Chief Experience Officers and 5 visionary authors…the program is more hands-on and results driven than any other customer event.
For more information and to download the conference brochure, visit www.iirusa.com/naccm. The earlier you register, the more you save. Register today to save $400.
Feel free to contact me with any questions or feedback on the event. I may be reached at email@example.com.
I hope to see you there!
All the best,
Senior Conference Producer
IIR, NACCM Customers 1st Team
Good morning everyone, we are live here from the 2008 NACCM: Customers 1st Conference. We’re very excited to bring to you regular updates from the conference that will include photos and interviews with many of the great speakers who are here presenting. Our goal over the next few days during the conference is to provide daily updates. You’ll be able to check back here and the event website and see the latest from the conference.
We’re off to a fast start with posts by our chairperson, JoAnna Brandi, CEO & Publisher, The Customer Care Coach, who has been regularly blogging in the weeks leading up to our conference. She joins us with a few early posts as she prepares for the conference to begin. And this morning she has some early thoughts for everyone getting ready to network and participate in some great presentations from a wide-range of companies and presentors.
Also, Becky Carroll of Customers Rock! is on hand and will be posting her own experiences during the conference. She gives us this great perspective to begin with. She will be actively updating everyone on twitter so be sure and follow her here.
Now I had the chance to quickly catch up with Amanda Powers, Conference Director of NACCM: Customers 1st. She had a few minutes to stop and share with us a little about what has gone into this year’s event as well as some details of what to expect during the next few days.
Finally, we are very proud to have The International Service Excellence Awards at this year’s conference. I had the opportunity to speak with Brett Whitford, Secretary-General, of the International Council of Customer Service Organizations and Christine Churchill, Executive Director of The Customer Service Institute of America who will be hosting the awards ceremony tonight. Hear from them as they tell us about these renowned service awards. Remember, if you are here, you can still purchase tickets to this great event.
Over these next few days there are so many people to meet, and great presentations to watch. We’ll be updating you throughout the conference, so be sure and subscribe to our feed to get our updates and check our website for even more detail from the conference.
This is posted on behalf of JoAnna Brandi. It is co-posted on the Customers 1st Blog and JoAnna Brandi blogs. I’m an ‘expert’ columnist for Customer Advantage Newsletter and ever few weeks or months they send me questions which I answer. I almost always forget to publish those Q & A’s and so today with my new eyes on potential blog posts I answered one of their questions and then before filing it away said ‘Yippee! A blog post!’ So here we go. The question: Customer demand is rising, but we can’t add more people to Service. So we have to do more with less. What’s a good way to approach this situation? The way you frame the situation is important. You must come at it believing that every one on your team is smart, creative, talented and has something to contribute. In order to bring out the brilliance in everyone in your organization, you must believe this (or ‘act as if’ you do until you realize it’s true). In holding open the possibility that people will shine they usually do. People live up (or down) to our expectations of them. If we expect and empower them to be competent, creative, innovative problem solvers who create exquisite experiences for customers, they’re more likely to do so. Once you hold this as true it’s time you give people the chance to help. In a meeting, start with the truth. ‘I know we would all like it if we had more resources, but we don’t and in the short term, won’t. We can’t do anything about that but what we CAN do is start getting really creative around here and find ways to work around the reality we’re faced with. I believe this team has the talent and ingenuity it takes to come up with solutions to even our toughest challenges. Let’s brainstorm some ideas together and get started.’ Set aside real time for brainstorming (no judgments, no idea-killer phrases, set amount of time where anything goes.) Get people limbered up with some silly challenges ’52 ways you can use a teabag’ and when they are loose and laughing introduce your real challenges. Try using analogy ‘If this were a zoo (a garden, a circus etc.) how would we look at it’? Convince yourself and your team that you have the creative potential to discover solutions for any problems and you will. A hint ‘ little rewards, like mini candy bars, stress toys and kazoos always make creative sessions more fun. Once people are in the habit of being more solutions focused you reinforce it when ever you see it. ‘Jill, I am always so amazed by the way you come up with out of the box solutions that make our customers happy. Great work.’ You might even want to have a once a month celebration for the most workable solutions. Even in the most severe of situations there’s always enough for movie tickets and popcorn rewards. My answer: The first thing you need to know is that you are not alone. Companies everywhere are asking people to do more with less. The second thing you need to know is that times like this give us the opportunity to show how good we really are. I believe that most of us have the ability to do a little better every day. If you’d like to see more of Joanna Brandi’s blogs, visit JoAnna Brandi’s Blogs. You can also find out more by visiting her Customer Care Coach website. Joanna Brandi will be a keynote speaker at this year’s North American Conference on Customer Management, and has already been profiled on our Customer 1st blog. Stay tuned for her posts on the Customers 1st blog!
This is posted on behalf of JoAnna Brandi. It is co-posted on the Customers 1st Blog and JoAnna Brandi blogs. Ever had a song playing in your head? ‘I’m so excited; I think I like it’.’ Okay, I know, I’m dating myself. But I have to admit the sound of that song has been in my head since I got off the phone with Amanda Powers who is the conference director for this year’s North American Conference on Customer Management. She spent an hour with me on the phone walking me through the agenda ‘ they’ve made major changes ‘ based on feedback from attendees, of course, and the conference ‘ the 6th annual ‘ looks like it could be the best ever. They’ve expanded on things people wanted more of and cut back on things people thought there was too much of, and it’s shaping up really nicely. It’s finally in a new location ‘ Anaheim California. I’m not only excited because the conference looks good. I’m excited because I’m the chairperson and get an opportunity to be involved at a whole new level. I don’t know why they picked me, but I am sure glad they did. I’m doing a workshop AND getting the honor of introducing the keynoters. I can’t wait until November to get involved, so I’m starting this week to discover more about the topics, the speakers, and Disneyland (where we are going to get a change to ‘swarm’ the magic kingdom.) Yeah, I like it. I can’t wait to meet Kevin Carroll the Author of Rules of The Red Rubber Ball whose keynote is titled ‘Rediscovering Play: Bringing Fun and Passion to Your Work and Your Life. ‘ Kevin ‘ I am so ready. You can expect that over the next few months I’ll be sharpening my blogging skills (it’s about time isn’t it?) and spreading the excitement of the conference every chance I get. And you can be sure that I’ll be first on line to hear the Rob Maruster, the Senior VP of JetBlue Airways speak on ‘Bring Humanity Back to Air Travel.’ Yoo-hoo Rob, can we talk? Check it out http://www.iirusa.com/naccm/event-home.xml If you’d like to see more of Joanna Brandi’s blogs, visit JoAnna Brandi’s Blogs. You can also find out more by visiting her Customer Care Coach website. Joanna Brandi will be a keynote speaker at this year’s North American Conference on Customer Management, and has already been profiled on our Customer 1st blog. Stay tuned for her posts on the Customers 1st blog!