Linkage Strategies

Passion Trumps Engagement™
…And Annihilates Satisfaction!
"Based on The Passionate Organization" by James R. Lucas
President & CEO, Luman Consultants International, Inc.

Conference Details Inside!

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Home»Events»Linkage Strategies 2007 Event Informati...»Event Overview»The Conference: Wednesday, February 28

Linkage Strategies

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The Conference: Wednesday, February 28

Wednesday, February 28, 2007

8:30	KEYNOTE The Way You Make Me Feel: The Role of Emotion in Customer Experience & Satisfaction Jeffrey VanDeVelde, Senior Vice President, Customer Experience Strategy, WACHOVIA
9:15	Managing Your Customer Feedback System: Developing a Holistic View of Your Business to Drive Action Leo Annab, Senior Vice President, Support, CA, INC.
10:00	Networking Break & Book Signing with James R. Lucas
10:30	Measuring Customer Lifetime Value: Utilizing Churn Analytics & Business Intelligence to Create Targeted, Cost-Effective Customer Campaigns Erica Thompson, Vice President, CRM, PETSMART
11:15	Using Six Sigma to Link Customer Satisfaction and your Business Performance: A Bank of America Case Study Terry Ohr, Senior Vice President, Quality & Productivity, BANK OF AMERICA Matt Furin, Senior Vice President & Six Sigma Master Black Belt, Quality & Productivity, BANK OF AMERICA
12:00	Lunch

Concurrent sessions begin. Attend any session you like.
STRATEGY & DESIGN	ADVANCEMENTS, MEASUREMENT & METRICS	DRIVING ACTION Track Chair: Maritz Research
1:30 – 2:15	1:30 – 2:15	1:30 – 2:15
The One Number You Need ... Does One Size Fit All? D. Randall Brandt, Ph.D., Vice President, Customer Experience & Loyalty, MARITZ RESEARCH	Tapping into the Power of Proprietary Research Panels to Guide Your Customer Experience Strategy Jon Mamela, Director, Relationship Marketing, FAIRMONT HOTELS & RESORTS	Does Customer Feedback Equal Change? Adding Value in the Service Delivery Lifecycle Jennifer Bettridge, Excellence+ Manager, CACI INTERNATIONAL, INC. (one of the largest U.S. defense contractors)
2:20 – 3:05	2:20 – 3:05	2:20 – 3:05
Designing Your Customer Feedback Systems to Create Marketing Value Sheryl Henderson, Director, Consumer Relations, MICHELIN NORTH AMERICA, INC.	Delivering ROI Through Customer Experience Management Pati Crowley, Director, Customer Experience, BATH & BODY WORKS	Acting on Key Service Attributes that Matter: What Do Your Customers Really Care About? Darin Phillips, Former Manager, Training & Quality Assurance, ROYAL CARIBBEAN CRUISES LTD.; Director, Customer Experience, SILVER HILL FINANCIAL
3:10 – 3:55	3:10 – 3:55	3:10 – 3:55
Voice of the Customer Drives Commitment to "Customer Delight" Susan Podzimek, Director, Customer Advocacy and Quality, MOTOROLA, INC.	Customer Loyalty & Retention Measurement: One Size Does Not Fit All! Bruce Fritzges, Customer Loyalty Manager, 3M HEALTH INFORMATION SYSTEMS	OPEN SESSION

4:00	CONCLUDING KEYNOTE The Passionate Organization: Igniting the Fire of Employee Commitment James R. Lucas, Groundbreaking Author & International Thought Leader; President & CEO, LUMAN CONSULTANTS INTERNATIONAL, INC.
4:45	Conclusion of Linkage Strategies 2007