With the North American Conference On Customer Service approaching, we would like to introduce you to the speakers we will have at our event. This year, NACCM will take place from November 16 ‘ 19, 2008 in Anaheim, California at the Disneyland Hotel. Today, we’d like to introduce you to Stephen Brown. Stephen Brown is currently the Edward M. Carson Chair in Services Marketing Professor and Executive Director at the Center for Services Leadership. Stephen Brown has been an integral part of the Center for Services Leadership. Through his leadership and vision, with the help of Edward M. Carson, the Center was created in 1986. This enormous accomplishment has earned the praise of several institutions including Intangibles magazine which refers to it as a ‘Mecca’. The Center has distinguished members such as Cisco, IBM, and McKinsey & Company. In addition, Stephen Brown has been given several honors, including being recognized American Marketing Association’s for prestigious Career Contributions to Services Marketing. Another accolade has received include being given an honorary doctorate from the Swedish School of Economics. Other accomplishments include being co-author and editor for over 20 books, and 150 articles. We invite you to come see Stephen Brown at NACCM as he presents on Wednesday, November 19th, ‘The science of service: the proof is in the numbers’.
With the North American Conference On Customer Service approaching, we would like to introduce you to the speakers we will have at our event. This year, NACCM will take place from November 16 ‘ 19, 2008 in Anaheim, California at the Disneyland Hotel. Today, we’d like to introduce you to Bill Price. Bill Price is the founder of Driva Solutions, LLC, and the author of The Best Service is No Service. Prior to Driva Solutions Bill Price was the Vice President of Amazon.com’s Global Customer Service. Price helped them to reduce contacts-per-order’? by over 70% which helped win Amazon.com the second highest-ever customer satisfaction rating for a company based in the United States. Some of his other accomplishments include: the publication of more than 20 articles and whitepapers, videotapes of past presentations from 2002 and 2004 are still broadcast on television as relevant, in 1997 he was awarded ‘Call Center Pioneer’ from Call Center Magazine, and in 2004 was asked to be one of ten ‘CRM Gurus’. As previously mentioned Bill Price is the author of The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs. Check out the Driva Solutions blog titled ‘Best Services’ here. Also, we’re excited to have Bill Price present a web seminar on October 15 called Outsourcing and offshoring, insourcing and onshoring ‘ so many choices, so little frank information. Stay tuned to the NACCM Customers 1st blog for more information We invite you to come see Bill Price at NACCM as he presents on Monday, November 17th, When the Best Service is No Service.