Tag Archives: keynotes

Total Customer Experience Leaders is 2 Weeks Away – Register Today & Save

Four years ago Linkage Strategies 2007 wowed the audience with Billy Beane, General Manager of the Oakland A’s and subject of the best-selling book, “Moneyball”. Fast forward four years and Billy Beane’s story is reaching a national audience through the much anticipated film, Moneyball starring Brad Pitt. What will the 2011 Total Customer Experience Leaders Summit contribute to the future? The Experience Economy Joe Pine, Author of The Experience Economy & Infinite Possibility will show how to create economic value from the experiences you create for your customers, featuring examples from many industries that go beyond goods and services to staging economic experiences. Customer Centric Culture Find out why creating a customer centric culture is essential for businesses of all sizes today. John M. Cushman, VP of Business Marketing at AT&T will share tips on blending people processes and new technologies like social media, to improve B2B customer experiences. Become a Beloved & Prosperous Company Join Jeanne Bliss, President of CustomerBliss and Author, Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad, will help you discover the five common decisions that the most beloved companies make and put into process that makes them immune to the competition. Drive Action in a B2B Environment Tim Berry, Director, Customer & Partner Experience, US – Enterprise & Partner Group, Microsoft will focus on creating and end to end process that can be used as a foundation for incorporating customer satisfaction metrics into the accountabilities for your front line customer facing resources. The Total Customer Experience Leaders Summit will enable you to effectively measure, align and communicate your customer strategy to ensure business relevance. Download the brochure for the full agenda.
Register here.
We look forward to seeing you this October in Phoenix!
The Total Customer Experience Leaders Event Team Follow us on Twitter: http://twitter.com/TotalCustomer

P.S. Participate in the TCEL Trivia Contest for your chance to win a copy of The Hidden Power of Your Customers by Becky Carroll, President & Founder, Petra Consulting Group. Click here for more information.

The Art of Storytelling in a Data Driven World

Are you leveraging your customer research by linking and aligning it with key organizational issues? At The Total Customer Experience Leaders Summit you will learn how to integrate storytelling into your numerical analysis to truly understand (and maintain) your customer experience.

Hear inside stories on Measurement & ROI, Data Performance, Operational Metrics and Social Media CRM from customer experience, loyalty, research and insights executives at: AT&T, Kelley Blue Book, CVS Caremark, Verizon, AAA Northern California, Rockwell Automation, J.D. Power & Associates, Maritz Research, CPI Card Group, Customer Experience Partners, Customer Bliss, EMC, Forrester, Expedia, Allstate Financial, Peppers & Rogers Group, Pfizer, FedEx Corporation, GE Healthcare, Microsoft Corporation, and more. Download the brochure to see the full program.

Interested to know who else will be there?
Check out this impressive list of companies already signed on to attend:
AAA // AAA Arizona // AIG American General // Allstate Financial // AT&T Investment Management Corp // Blueocean Market Intelligence // Burke Inc. // CPI Card Group // Customer Bliss // Customer Experience Partners // CVS Caremark // Diebold, Inc. // EMC Innovation Network // Expedia // Farmers Insurance Group // Fedex Corporation // Forrester // GE Healthcare // Harrahs // Intel // JD Powers & Associates // Kelley Blue Book // Maritz Research // Martins Point Health Care // McDonald’s Corporation // Microsoft Corporation // Peppers & Rogers Group // Petra Consulting Group // Pfizer // Rockwell Automation // Sam’s Club // Sara Lee // SPSI // Strategic Horizons Llp // SuperValu Inc. // Synovate // The Story Factor // Universal American Corporation // University of Georgia – Terry College of Business // UPS // Wright Express Corp.

The Total Customer Experience Leaders Summit will enable you to effectively measure, align and communicate your customer strategy to ensure business relevance. Register by Friday, August 19 to Save $200 off the standard & onsite rate. Please use priority code TCEL11BLOG when registering.

We look forward to seeing you this October in Phoenix!
The Total Customer Experience Leaders Event Team
Visit the event webpage for details.
Follow us on Twitter for event updates.

Community 2.0 Speaker Profile: Joe Trippi

With the Community 2.0 event coming up in May, we’re going to take the few months before that to introduce you to our keynote speakers for this year’s event. Twice a month, we’ll share with you one of our featured key note speakers. Community 2.0 is May 11-13 in San Fransisco, California at The Palace Hotel. This week, we’re featuring keynote speaker Joe Trippi, the mastermind Barack Obama’s social media campaign.

Joe Trippi’s career in campaign management began in 1980 when he ran Edward M. Kennedy’s presidential campaign. Throughout the years, he has been behind many famous campaigns, including Barack Obama and Tony Blair’s re-election to British Prime Minister.

In 2004, he ran Howard Dean’s presidential campaign, and was credited for using the internet innovatively to collect small donor fund raising. With that campaign, he collected more than any democratic national campaign, with most of the contributions amounting to less than $100 each.

Read here to find out more about Obama’s internet and social media campaign. Hear his interview with the National Journal here.

Sources:
Joe Trippi’s blog
Twitter
Trippi Media

A Conversation with Joe Trippi

Make connections faster

In a recent blog post by NACCM keynote speaker Keith Ferrazzi, he gives four tips on how to make connections with people faster. He’s collected them from a few of the books he has been reading lately. – Talk in color. When speaking with them, engage their imagination. Find some way to involved their senses in your conversation.
- Look people in the eye. He points out this is an old trick, but start by noticing the colors of actors eyes on TV. Then start doing this in real life too.
- Put something interesting on your business card. Make yourself stand out, a good place to do this is on your business card.
- Host a weekly ‘know how’ series. Hosting a weekly series will begin to foster creativity and innovation throughout your organization. This will also help you stand out, because you are the person organizing the events. We’re excited to have Keith Ferrazzi on one of our upcoming NACCM Customers 1st web seminars. Check out his speaker profile here. Look for news next week on this web seminar session where Keith will be answering questions on building relationships from the audience. Do you have anything you’d like to ask Keith?

Erosion

This is posted on behalf of JoAnna Brandi. It is co-posted on the Customers 1st Blog and JoAnna Brandi blogs. As soon as the rain from Tropical Storm Fay passed yesterday I rushed down to the beach. I had been away for over two weeks and I missed my favorite spot. Breathing in the sea air renews me, so even when windy or cloudy, I take my walks at the beach. And windy it was. I tucked my ipod deep in my pocket and put my sunglasses on to keep the sand out of my eyes. It’s my habit to walk against the wind on the walk out, so the walk back is a little easier. It didn’t take long to notice that a lot of beach was gone. The storm had done some damage, and perhaps eighty feet or more of beach washed out to sea. I drank in the fresh air after two days of being stuck indoors during the storm, at first all I was feeling was gratitude for being able to have nature so close to home. But shortly I started thinking about a client. Their customer base in one sector of their business is eroding, and has been for a while. I know my training and my message is powerful, but I wondered. Would it begin to turn the tide? When over time you cut cost by cutting service it begins eroding the trust your clients had. Growing by acquisition builds the customer base up again (just like the beach did over the past few months following terrible storms a few months prior to that.) But when scrupulous attention is not paid to the culture and how to deal with customers of the ‘former’ company, over time, we see erosion. The world is changing. The customer is changing. They have the power. When they start talking out loud and on the internet, the jig’s up. All organizations need to take a closer look at what they are doing to stem erosion. If you didn’t have a good relationship with the customer when they left (because like everyone else, they’re cutting back a bit) you certainly won’t be able to win them back when the financial weather changes again. Marketing and advertising dollars don’t buy trust, they buy interest. You can’t buy trust, you have to earn and build it. What builds trust is consistently doing the things that make the employees and customers feel valued, special and important. It happens easily. Even to me. We all tend to take our customers for granted. Erosion. It’s a sign. Time to build up the dunes. 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!

Please Inform Your Face

This is posted on behalf of JoAnna Brandi. It is co-posted on the Customers 1st Blog and JoAnna Brandi blogs. I’ve just left the Estee Lauder counter in Lord & Taylor’s. I’m shaking my head. Lauder is having one of their special offers ‘ buy $39.50 worth of product and get a free gift. My Mom uses their products and like most people loves the free gift. This time (very clever) you get to customize the gift. You get to pick from two color palettes (warm or cool) and a choice of daytime or nighttime creams. We walked over to the relatively small counter where there three (count them ‘ three) sales people. Not one of them noticed us nosing around. I had to ask ‘Are you having a special offer today’? ‘Yes.’ ‘Uh ‘ can you tell us a little about it’? She gave us a brief description, nothing exciting at all in her voice, and void of some important details. My Mom, recovering from a broken hip, and leaning on a cane said great ‘ I need some powder. The young later brought out the powder and stated that the powder cost $29.50. ‘Okay,’ A moment of silence and then I got it ‘ it was probably not enough to qualify for the gift. So I needed to move the conversation along to the next level I guessed. ‘And what do we need to spend to get a gift’? $39.50 More silence and one of those glances that suggested that perhaps we were interrupting something very important that she needed to do. It was momentary, but my body picked it up. Now my Mom picked up the ball. She looked at me and said, ‘Need anything’? ‘I really could use a lipstick.’ ‘Okay.’ And then, nothing. ‘Where ARE your lipsticks’? I asked, really wanting to bolt out of the store screaming. ‘Over there.’ And so I climbed over a cart that was blocking the way, and then moved it out of the way so my Mom might make her way around the road block too. I quickly picked a lipstick. Now it’s time for Mom to pick the components of her gift ‘ the young lady asked my not-hearing-too-well Mom. ‘Do you want warm or cool colors’? Not knowing what she was getting into, or what the young lady meant she picked one. When I brought to her attention after seeing the colors that she wasn’t going to like the beige lipstick we asked the young lady to switch it. What resulted was a deep sigh and look of distain. Had I been there alone, it would have been the moment of truth, where I either told the truth about what I was seeing or left the store, but I stayed for the rest of the transaction. To my utter amazement, after we paid, the woman looks up and says in a somewhat convincing voice, ‘Thank you so very much. I really appreciate your business, thanks for coming in today.’ The amazing part ‘ she said it all while maintaining a scowl on her face. It made me feel quite ill, it was that strange. Next time you express appreciation ‘ please remember to inform your face. If you want to learn more about inspiring the kind of culture that would NEVER (I repeat NEVER) produce this kind of behavior join the experts at this year’s North American Conference on Customer Management where we’ll be teaching you how to make the customer really FEEL like #1. 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!

I’m So Excited

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!