Latest Webcasts

• 
  "Ideas Are Free"
  

  How the best companies and managers get extraordinary numbers of great ideas from their front-line employees. Ideas Are Free is based on research and experience in more than 300 organizations in 17 countries. It's not about feedback or talk - but actual implementation of ideas for saving time, energy, and money, and improving the overall call center performance and customer satisfaction. State of the art companies are now averaging more than 50 implemented ideas per employee per year.This keynote will show you how to do it in your organization!

  Dr. Alan G. Robinson, Co-Author of the bestsellers "Ideas are Free" and "Corporate Creativity" and Professor, Isenberg School of Management, University Of Massachusetts

  
  
• 
  Business to Consumers Session: X (or Y, or Boomers, or…) Marks the Spot: A Generational View of Guest Service
  In today’s ever-changing guest environment – we can no longer give one-sizefits- all service to our guests. We must take a one-size-fits-one approach. Find out how one of America’s favorite restaurant chains has been actively engaged in getting feedback from the guest and understanding the guest’s needs on a Generation by Generation basis. In this session we will talk about:
  • Understanding the differences between Generations
  • Communicating with different generations
  • Collecting and analyzing guest service data
  • Customizing our service to meet the generational needs
  
  John W. Isbell, CHT, Director, Operations Services and Training, International House of Pancakes and President, Council of Hotel and Restaurant Trainers (CHART)
  
  
• 
  Creating the Best Possible Customer Experience and Understanding its Importance as the Key to Success
  

  Learn how to give control to the customer, redefining the quality function, and building a customer advocacy culture.

  
  
• 
  Examining How Boys, Girls and Moms View Leadership
  

  • Understanding the new rejuvenated program released by Girl Scouts this year
  • Setting up the research
  • Analyzing results: how do girls, boys, and moms view leadership and becoming a leader
  
  Michael Conn, Ph.D., Vice President, Research, Girl Scout Research Institute, Girl Scouts of the USA

  
  
• 
  Kids and Mobile Technology: Understanding What Appeals to Kids
  • Making a phone brand a kid brand (and one that parents trust)
  • Building a strong brand in record time by focusing like a laser on kids & incorporating thousands of kids in building our service
  • Gaining kids’ respect by not pretending to be something we’re not
  • Thinking about kids in the context of: their families, their social communities (both on and offline), and their individuality and development
  • Understanding kids’ communication, gaming, & networking habits … it’s about more than cell phones, it’s about mobility & mobile technology
  Daniel Neal, CEO & Founder, kajeet Inc
  
  
• 
  Monitoring – Helping the Business Understand what the Customer Wants
  

  A quick look at the behaviors an organization should be aware of when introducing change.

  
  
• 
  Panel Session: How to Champion the Customer Cause
  

  Moderator:
  Ginger Conlon, Editor-in-Chief, Publications
  1to1 Media, Peppers & Rogers Group | Carlson, Marketing Worldwide

  Panelists:
  Pete Winemiller, Vice President, Guest Relations
  NBA’s Seattle Supersonics & WNBA’s, Seattle Storm

  Doug Buchanan, Senior Vice President, Quality
  Schneider Electric North American, Operating Division

  Dennis Migel, Vice President – Toronto Contact Center, Scotiabank
  

  
  
• 
  Return on Customer Connection
  

  Customer centricity needs to be cultural, a brand promise, a value that permeates throughout BBW or any organization. Our top-rated keynote speaker will demonstrate how to transform a customer into an “advocate.” An advocate is someone who has a relationship with a brand…then recommends that brand…by sharing experiences.
  • ROI of customer experience management
  • Taking the customer experience to the next level
  • Optimizing technology for enhanced customer service
  • Customer insight -> action -> results

  Pati Crowley, Director of Customer Experience, Bath and Body Works

  
  
• 
  Telling You About Your Business Today, To Better Manage Tomorrow
  

  In this presentation, learn about:
  • The process of "live-time" guest loyalty data gathering and analysis
  • Managing business performance on a daily basis
  • Best practices in reaching out to individual guests and problem resolution
  • Planning the future with information gathered today

  Michael Colbourn, VP Marketing, Sales and Communications, Stowe Mountain Resort

  
  
• 
  Top Management’s Role in Conducting Face to Face Customer Forums for Customer Experience Process Improvements
  With 24.1 million customers, Comcast is committed to meet with as many of them as possible through the “Listening Tour.” Show your customers you are serious about improving the customer experience and gain insight on how Comcast works to improve the customer experience:
  • Listening to customer feedback from a national and local perspective
  • Viewing feedback as an opportunity to enhance products and services
  • Refining the information in order to prioritize customer needs
  • Posting summaries of each “listening Tour” stop on its web site
  Tina Waters, Senior Vice President Customer Service Operations, Comcast