Tag Archives: NACCM

Become a Better Leader and Secure Your Organization’s Future

“Companies with high leadership qualities were six times more likely to be among the top 20 financial performers of all organizations.”

Want to do your part to launch your organization into the top 20?

We are excited to announce that NACCM and the Windsor Leadership Group have partnered together to bring you a truly unique learning event: Creating Magic through Leadership & Service Excellence. This learning event offers the skills and insights you need to further develop your leadership skills (based on best practices from Lee Cockerell’s Disney Great Leader Strategies – used to train over 7,000 leaders at Walt Disney World!) and secure your organization’s spot at the top.

Visit the website for more information: http://bit.ly/1sgi2j9
Facilitator William Greenwald, Founder & Chief Neuroleaderologist, Windsor Leadership Group will lead attendees through self-exploration, Disney-based leadership and service case studies, hands-on learning exercises and group experiences in the Disney theme parks. This experiential journey will lead to personal discovery, authentic leadership development and the ability to design and sustain high performing leadership teams and service cultures.
New Registration Savings Just Announced!
We’re happy to extend a special $500 savings for you to join us at Creating Magic.
Register by Wednesday, December 17th to lock in your special savings.
Your registration includes:
??         2 days of experiential learning at Hollywood Studios and Epcot Theme Parks
??         3-day Disney Park Hopper Pass
??         Breakfast, lunch and snacks each day
??         A signed copy of Lee Cockerell’s book, Creating Magic 
??         Optional Pre-Workshop Tour: Half Day Disney Backstage Tour of the Magic Kingdom
??         Discounted room rates for those wishing to extend their stay before or after the event
??         And more!
Download the full event details or check out the agenda here: http://bit.ly/1sgi2j9
“William’s energetic presentation style and mastery of storytelling make my books come alive. I highly recommend this workshop for anyone aspiring to create a little magic in life, both personally and professionally.’ – Lee Cockerell
Register by Wednesday, December 17th to lock in your special savings of $500. Register today: http://bit.ly/1sgi2j9  
 William Greenwald & The Creating Magic Team

Catch Up on Customer Care Tips

NACCM 2011 may be behind us, but that doesn’t mean we’ve run out of insights from the event.

NACCM speaker JoAnna Brandi (who’s session our guest bloggers covered here and here) is releasing her insights today via her “Return on Happiness” email list as well as the PowerPoint slides from her session “The Spillover Effect: How Positive Work Cultures Enable.”

Subscribe to her list to get access.

And as always, you can follow us throughout the year for more insights and industry information. Join our LinkedIn group to become a member of a worldwide community of customer care professionals, follow us on twitter @NACCMevent or become a fan on Facebook here.

Pre-Event Preview: NACCM 2010 in Photos

Headed to NACCM next week? Take a look at these photos from our 2010 event to preview your experience:

Be it inspirational keynotes, networking or stunning stories from 1to1 Media Customer Champion award winners NACCM is sure to be an exciting experience!

Not to be missed: Our top rated session of last year’s event with Bill Greenwald, Director, Performance Coaching and Advisory Practice (PCAP) at Humana, Inc is coming back this year as a full day workshop, check out my exclusive interview with Bill here.

Interested? It’s not too late to register. Not able to make it this year? Follow along here or on twitter at hashtag #NACCM for live coverage and make sure to Opt In to get updates on future events!

Hear what your peers are saying about NACCM

Time is running out! 

The North American Conference on Customer Management is in 2 weeks! We think it’s our best NACCM yet- with keynotes from Peter Guber, Author of Tell to Win and Jamie Noughton, Chief Culture Ambassador at Zappos.

But don’t just take our word for it! Hear from your peers why NACCM is the event to attend:

“I’ve attended and spoken to many conferences over the years and NACCM is by far one of the best. The selection of keynotes is amazing – they really capture your attention. You bring in folks speaking on such relevant and cutting-edge topics that cut across the industry. Extremely well done!”
- Glenn Ross, Director, Constituent Relationship Management, American Cancer Society, High Plains Division, Inc.

“Typically, I hate conferences because I feel that not a lot gets accomplished. But, I loved NACCM. You have real-world companies talking about what they are doing. It was a refreshing change from the norm. I talked to partners and told them they have to go.” 
- Jason Clement, Director, NIKE Consumer Services, NIKE, Inc.

“Its still the best conference out there.”
- Andre Harris, National Customer Service Executive, Westfield LLC

“My Favorite conference. The speakers with real work experience sharing their knowledge and experience is invaluable! I leave feeling inspired, renewed, refreshed and ready to conquer!!”
- Shannon Ray, Customer Experience Project Manager, San Diego Gas & Electric.

“I felt like a 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.”
- Kendall Reichley

Don’t miss out on this extraordinarily experience! Make this your best investment this year and register now. Save 15% off the standard registration rate at NACCM with code NACCMBlog.

We look forward to welcoming you to Disney’s Contemporary Resort in Orlando.

The NACCM Event Team

Follow us on Twitter, http://twitter.com/naccmevent or become a Fan on Facebook: http://on.fb.me/oAOFil.

Storyteller Spotlight Series: Pete Winemiller of NBA’s Oklahoma City Thunder

In this, the final episode of our 2011 Storyteller Spotlight podcast series before we arrive at the 2011 NACCM event, I spoke with Pete Winemiller, Senior Vice President, Guest Relations of the NBA’s Oklahoma City Thunder.

Pete will be presenting “How Strong Leaders Facilitate Moments that Matter” on Tuesday, November 15th at NACCM.

People do not remember days, they remember moments ‘ Moments Matter! Your verbal and nonverbal communication with customers can make or break consumer loyalty in a split second. Customers think more about their experiences with people than they do about products and services. David Stern, Commissioner of the NBA, recognized Pete ‘for setting the gold standard for the NBA fan experience.’ Learn why at this session, where the key takeaway will be “Feel the power of thinking big & ACTING
SMALL to really CLICK!TM with your Guests.”

In this podcast we discussed how Pete helps to make 18,000 sports fans feel at home on a regular basis, and the ways we can stay connected to our customers in this increasingly high-tech world. Listen to the podcast here.

To hear more from Pete, join us this month at NACCM! Remember, readers of the Customer’s 1st blog and save 15% off the standard registration rate at NACCM with code NACCMBlog.

For more event news, follow us on Twitter or become a fan on Facebook.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

See Who’s Attending NACCM!

The North American Conference on Customer Management is less than 3 weeks away. The industry’s leading companies will be attending – don’t get left behind – gain the skills, insights and techniques you need to be more valuable to yourself, your team and your organization.

Take a look at the companies who’ve already signed on to attend:
1to1 Media, ABS-CBN International, American Cancer Society, ASD Healthcare, Aviva USA, Best Buy, Bi Lo, Blue Cross Blue Shield Texas, Bridgewater Bank, Broward County Aviation, Canadian Blood Services, Cancer Treatment Center of America, Customer Care Coach, Customer Skills LLC, Dell, DSM Chemicals North America Inc., DSW, Dunkin’ Brands Inc., EMC, Freeman, GlaxoSmithKline, Harrison Interactive Loyalty, Humana, JetBlue Airways, John Deere Company, Kaplan University, Key Bank, Lighting New York, Marriott Vacation Club International, Metropolitan Health Networks, Microsoft Corporation, National Guardian Life Insurance, National Initiative for Service Excellence, Nationwide Insurance, OC Tanner Company, People Metrics Inc., Premiere Response, Safelite AutoGlass, Sask Central, Sears, Southwest Airlines, Sprint, Strategic Feedback, Symantec, Telerx, Thomas Betts, TJX Companies, TNS, Travelers Insurance, Verizon, Volkswagon of America, West Nassau High School, Woolrich, Inc., and Zappos

Hear from a speaking roster filled with customer service practitioners, as well as industry leading executives sharing stories from the trenches. Keynotes include:

Jasmine Y. Green, Chief Customer Advocate, NATIONWIDE MUTUAL INSURANCE COMPANY

Pete Winemiller, Senior Vice President, Guest Relations, NBA’S OKLAHOMA CITY THUNDER

The “Magic” Behind Great Teamwork: Disney’s Approach to People Management, THE DISNEY INSTITUTE

Jamie Noughton, Speaker of the House, Chief Culture Ambassador, ZAPPOS.COM


Becky Carroll, Author, THE HIDDEN POWER OF YOUR CUSTOMERS, Community Program Manager, VERIZON

Michael Hoffman, Author, CUSTOMER WORTHY

And more, download the conference brochure for the full speaker line-up and session descriptions.

Readers of the Customer’s 1st blog can save 15% off the standard registration rate with code NACCMBlog, so join us at NACCM. Register here.

We look forward to welcoming you next month at Disney’s Contemporary Resort in Orlando.

The NACCM Event Team

Visit the event website.
Follow us on Twitter: http://twitter.com/naccmevent
Become a Fan on Facebook: http://on.fb.me/oAOFil

Earn a complimentary pass to this year’s NACCM event! (Call for Guest Bloggers)

Earn a complimentary All-Access pass to NACCM by serving as a guest-blogger!

As a guest blogger, you’ll have access to NACCM’s comprehensive agenda attracting the best in insights from around the world. For the past 9 years, NACCM: the North American Conference on Customer Management has been your most trusted partner for peer-to-peer sharing. Welcome to an all new journey through the personal and professional moments that matter most as told by an all-star cast of storytellers.

By participating as a guest blogger leading up to and at the event, you’ll receive an all access pass for the entire event, taking place November 14-16, 2011 at Disney’s Contemporary Resort in Orlando, FL. Responsibilities will include attending specifically assigned sessions and blogging live or same day.

In exchange for guest blogging, you will receive an all-access pass to the event ‘ a $3,000+ value. Guest bloggers are responsible for their travel and lodging.

Apply today by sending your name, company, short biography and links to your blog or writing samples if applicable to Michelle LeBlanc at mleblanc@iirusa.com.

NACCM Storyteller honored as Customer Champion

1to1media has released the latest list of the 2011 1to1 Customer Champions and unsurprisingly, NACCM speaker Tom Feeney, President and CEO of Safelite AutoGlass has been honored for his commitment to increasing employee engagement to drive customer delight. Read the full report and list of new 1to1 Customer Champions here.

At this year’s NACCM, Tom will be presenting  “Creating a Customer-Focused Culture.” Learn from this first-hand case study how one company transformed its workplace culture to improve customer satisfaction to an all-time high of 84 percent Net Promoter Scores through a ‘people first’ focus.

On key takeaway of this session will be “A positive outward-facing brand begins from inside the corporate walls. A well-planned and well-executive HR and internal communications strategy can drive customer delight.”

To see all of the 1to1 Media Customer Champion award winners on our speaker list, click here, or download our brochure for more detail. Remember, readers of the Customer’s 1st blog and save 15% off the standard registration rate at NACCM with code NACCMBlog. Register today!

Honoring Employees For Improved Customer Service

With the holiday season behind us, many are relieved to have the stress of annual travel over with. Meanwhile those who travel regularly throughout the year continue to face increased security, long lines, high prices and more. American Airlines is looking to put the pleasure back in traveling and improve the flying experience for its customers by building a sense of competition between airport station teams and honoring improved customer service and innovative problem solving with its quarterly ‘Customer Cup’ awards. San Francisco, Denver, Pittsburgh, Columbus, Ohio, and Punta Cana, Dominican Republic were awarded the Customer Cup this quarter for improvements in internal customer satisfaction ratings in several categories, including increases in customer interaction and baggage delivery ratings. The Customer Cup represents a small part of the airline’s focus on improving the experience for its customers by strengthening internal communication and processes. Employees from all sectors of the business are encouraged to bring forward ideas and solutions to improve the travel experience for customers, and recognition programs such as this one reward innovation. “Given the challenges the industry faces, the Cup is a great way to recognize the accomplishments of our employees,” Mark Mitchell, American’s Managing Director ‘ Customer Experience stated in a press release, “It’s through their dedication and ingenuity we can deliver exceptional travel experiences of our customers.” By improving participation in improved customer experiences amongst internal stakeholders and streamlining customer experiences with new technology’including iPad, iPhone and Android mobile apps’American Airlines is turning the focus away from the inevitable negatives of flying and towards increased customer satisfaction. Has your company had any success with employee recognition programs? What goals and strategies do you have for 2011 to improve your customer experiences?

NACCM 2010: Customer-Centric Leadership: Sun International Hotels Gears Up for the World Cup


What does customer management mean? Identify and undsteradn what they really want and look at what your business really is. They need to have a good business strategy with balance.

Manage five things for their customers:
1) Perceptions
2) Interactions
3) Experiences
4) Relationships

They had to unite their brands under across many different cultures. They chose to use CHarleze Theron as a brand ambassador, as she represented many of the ideals of South Africa. They then created a strategy to communicate their new vision across their properties world wide. How did they implement this? They started in one hotel then moved to many others. Their projects just continued into the World Cup.

How do you deliver an experience? Map out all customer touch points. The Middle Manager became the coach. They coached the employees as to their new goals and initiatives. They created videos that showcased the bad experience then the good experience and discussed the attitudes between the two.

She challenged all Middle Managers, and explained that they were the customer service and they had to lead by action.