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Celebrating Customer Service Excellence Celebrating Customer Service Excellence

Conference Day Two

Conference Day Two

Friday, March 28th, 2008
7:30AMMorning Coffee

8:00AM

9:30AM

People Management

Presented by THE DISNEY INSTITUTE

10:00AM

Moments Matter: Building a Culture that Empowers Employees, Benefits Customers and Creates Loyalty Inside and Out

Pete Winemiller, Vice President, Guest Relations, NBA’S SEATTLE SUPERSONICS & WNBA’S SEATTLE STORM

11:00AM

Survey Says! Using Front End Feedback to Strengthen Your Back End

Annie Blouin, Head, Corporate and Institutional Services, NORTH AMERICA, RBC DEXIA

12:00PMNetworking Luncheon
12:45PMDessert & Coffee
 THE BACK LINE: YOUR TEAM OPERATIONS

THE FRONT LINE: YOUR CUSTOMER EXPERIENCE

1:15PMHow to Measure and Manage Real Customer Loyalty

Christopher G. Lis, Vice President, Research & Development, CANCER TREATMENT CENTERS OF AMERICA

Executing a Customer Experience–Beyond the Philosophy

Suzanne Frissora, VP, Customer Experience, M/I HOMES

2:05PMAct Like You Own the Company

Deborah Rasmussen, Manager, Quality Assurance, LIFEPLANS, INC.

The Road to Remarkable...A “TripTik”® for your Company

Bob Shaff, President, Customers for Life

3:00PMCorporate Fusion – Sales, Marketing, Operations and Customer Service – How to Make it Happen

Angela McGuire, V.P. Customer Service, North America, FORMICA CORPORATION

4:00PMConference Adjourns

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