Tuesday // June 10th, 2008

Tuesday, June 10th (11:15-12:15)
How to Transform Your Customers’ Experience by Practicing Effective "Relationship Management"

Customer needs and expectations are changing rapidly -- and are ever increasing. Customers expect anytime, anywhere, multi-channel service. Effectively handling a customer interaction is no longer good enough. Building a strong and effective customer experience that creates loyalty and drives increased revenues takes more. Businesses now have to compete in an “Experience Economy” where the key driver of customer loyalty and satisfaction is a positive “memorable” experience. Yet 80% of companies think they deliver a superior experience but only 8% of their customers would agree. Add to that the fact that 59% of customers will switch after one bad experience. The customer experience is the number one influencer of brand and a key contributor to the bottom line…it is becoming a CEO agenda.

• “Relationship Management” and the strategic importance of the ‘Customer Experience Scorecard”
• The process of aligning the enterprise view and customer view of the customer lifecycle
• How a company can transform their customers’ experience into a competitive advantage and create brand differentiation.

Ryan Pellet
Vice President, Global Consulting Services
CONVERGYS

Tuesday, June 10th (1:30-2:30)
Create a WOW! Experience: Implementing a Customer Experience Blueprint (CEB) to Improve Service Satisfaction

North America’s largest coalition loyalty program, the Air Miles Rewards Program, boasts over 9 million collectors. That’s 9 million members demanding the highest quality customer service—day in and day out. Learn how a cutting-edge CEB was implemented, delivering a clear, consistent and concise process for customer care that has dramatically increased the WOW! responses from collectors.

• Learn how to reinforce brand personality through customer specialist personality
• Changing the landscape of customer care – from one track service to customizable calls and offers based on the collector’s questioning and situation
• How to provide the right information at the right time to create sales opportunities
• Turning a customer complaint into a satisfying sale

Fawzia Drakes
Associate Director, Customer Care
AIR MILES REWARD PROGRAM

Sharon Stines
Senior Manager Contact Quality Assurance, Training and Development
AIR MILES REWARD PROGRAM

Tuesday, June 10th (3:00-4:00)
Engaging Hot Leads at the Moment of Truth: Using Live Chat to Sell on the Web

Hoover’s, a D&B Company, attracts more than one million monthly visitors online. Like many high-traffic websites, the company sought to increase conversion rates and maximize the revenue potential of its website. Leveraging live chat, Hoover’s created a new sales model that engages and qualifies prospects immediately … while their interest is hot. Learn how to make chat one of your best conversion vehicles and discover how to:

• Focus your limited resources on the highest-value website visitors
• Keep qualified visitors engaged and connected throughout the buying process
• Blend outsourced agents with in-house representatives to maximize conversion rates
• Deploy chat so the technology pays for itself!

Marybeth Gavin
Senior Manager, Acquisition Marketing
HOOVER’S, INC.