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White Paper Available

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

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Conference Details Inside!

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Accreditation

The Institute for International Research works with many accreditation boards such as NASBA, ACPE, CLE, and the Thomas Beam Institute, to give you the opportunity to receive continuing education credits. To learn more about accreditations, contact La Shawn Jackson, the Continuing Education Coordinator, at ljackson@iirusa.com.

Linkage Strategies Linkage Strategies

 This is an older version of our event.
Please visit the more recent Linkage Strategies Conference.

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Event Overview

Event Overview

THE 12th ANNUAL LINKAGE STRATEGIES CONFERENCE

Capturing & Leveraging Customer, Employee, Operational & Financial Data to Reengineer the Customer Experience and Drive Strategic Business Improvements

February 25– 27, 2008 - Doral Golf Resort & Spa (home to the PGA tour since 1962) - Miami, FL
Now accepting proposals to present

NEW SUBMISSION DEADLINE:  Wednesday, September 12, 2007
Call: 212-661-3500 ext. 3018 or email apowers@iirusa.com

Click here for more information on submission guidelines

Production is well underway for Linkage Strategies 2008: Capturing & Leveraging Customer, Employee, Operational & Financial Data to Reengineer the Customer Experience and Drive Strategic Business Improvements.  Take advantage of your opportunity to be part of the only event highlighting the customer & employee feedback continuum: from getting the feedback … to analyzing and linking the data… to measuring the results… to taking action… and wowing your customers every step of the way. We are currently recruiting corporate practitioners from a diverse range of industries to share new ideas, best practices and case studies. 

The 2007 event was the biggest, most successful event in its history and we are looking forward to an even better event for 2008. We expect more than 300 attendees to join us in 2008. Will you be there?


 

Finally, the one event highlighting the entire customer feedback continuum - from collection to analysis to action - and how to WOW your customers every step of the way.

Hear Action-Oriented Perspectives to Help You Do Your Job BETTER, FASTER, SMARTER

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Billy Beane
General Manager, Oakland A's
Subject of Best-Selling Book "Moneyball"

Polly LaBarre
Co-Author, "Mavericks at Work: Why the Most Original Minds in the Business Win"

Jeffrey VanDeVelde
Senior Vice President, Customer Experience, Strategy
Wachovia

Dave Kreiner
Manager, Total Customer Experience & Quality, Hewlett-Packard

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Dr. Jon Anton
Director, Benchmark Research, Center for Customer-Driven Quality, Purdue University

Lezlee Danner
Market Sciences
Roche Diagnostics

Susan Podzimek
Director, Customer Advocacy & Quality, Motorola, Inc.

Bryan Jeppsen
Analyst
JetBlue Airways

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 Carol Hay
Director, Call Centers
American Girl

Terry Ohr
Senior Vice President, Quality & Productivity, Bank of America

Neil A. Morgan
Associate Professor of marketing, Indiana University

James R. Lucas
Author, "The Passionate Organization"

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Susan McKee
Consumer Relations Associate Director,
Kraft Foods

Leo Annab
Senior Vice President,
Support,
CA, Inc.

Jon Mamela
Director, Relationship Marketing
Fairmont Hotels & Resorts

Matt Furin
Senior Vice President & Six Sigma Master Black Belt, Quality & Productivity, Bank Of America

Key Deliverables

  • A renewed sense of purpose and energy to create products, services, and companies that stand for something special in the eyes of your customers
  • Ability to provide more business relevance to survey data via linkage and provide clearer direction to your organization on opportunities for improvement
  • Perspective to think more strategically about contact centers in the context of your whole enterprise
  • Skills to identify the 4 triggers that create great or poor service experiences
  • Power to uncover organizational and procedural factors that impact the actionability and application of customer satisfaction information
  • Capability to harness insights from verbatim responses to help more accurately measure the overall voice of the customer
Learn From:
  • Allstate Insurance
  • Bank of America
  • UBS Financial Services
  • Wachovia
  • CA
  • Cisco Systems
  • Hewlett-Packard
  • Motorola
  • FedEx
  • AARP

 
  • Fairmont Hotels & Resorts
  • Ariba
  • JetBlue Airways
  • PGA TOUR
  • Royal Caribbean Cruises
  • Starwood Vacation Ownership
  • Walt Disney World/Disney Cruise Line
  • American Girl
  • Avery Dennison
  • Bath & Body Works
  • HSN
  • Kraft Foods
  • PetSmart
  • 3M Health Information Systems
  • Abbott Laboratories
  • GE Healthcare
  • GlaxoSmithKline
  • Roche Diagnostics
  • CACI International, Inc.
  • Michelin
  • Scotts

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