Institute for International Research

9:00AM-12:30PM
Seven Star Customer Service: Starting at the Top to Impact the Bottom Line
Ruby Newell-Legner, Customer Satisfaction Expert, RUBYSPEAKS,INC

As customers expect more, the demand on frontline employees becomes more intense. In this session, Ruby will share 7 elements linking the Front and Back end of service to create a seamless customer experience. This program includes insight from Ruby’s work with Jumeirah Group, owner of the Burj Al Arab, referred to as the only Seven-Star hotel in the world, located in Dubai, United Arab Emirates.

Learning Objectives:

• Customer service is identified, embraced and promoted throughout the organization’s mission, vision and values statements.
• The organization’s talent management practices instill positive customer service through all their dealings with job candidates, new hires and current employees.
• Time and effort is taken to understand the nature of the organization’s customers.
• Each employee understands the cycle of service for their department and what role they play in each step along the way.
• Standards of service are documented for each step of the Cycle of Service.
• The relationship between departments promotes a “we are all in this together” approach to serving each customer.
• A frequent customer program promotes customer loyalty and retention.

12:30PM – 1:30PM
Networking Luncheon

1:30PM-5:00PM
Human Sigma: Driving Business Success through Customer Engagement and Emotional Attachment

John Fleming, Principal and Chief Scientist, Customer Engagement and HumanSigma, GALLUP

Corporations spend billions of dollars trying to build customer loyalty, but what establishes truly loyal behavior? How do you measure this elusive, intangible aspect of your company’s performance? And importantly, how do you leverage customer engagement to drive business success?

When it comes to customer engagement, emotional attachment trumps reason every day. Companies that can inspire both rational loyalty and emotional attachment in their customers will be rewarded with more and better business.

This workshop will discuss Gallup’s extensive research into customer engagement and emotional attachment. John Fleming, Ph.D., and author of HumanSigma: Managing the Employee-Customer Encounter, will talk about going beyond analyzing sales numbers to discover what motivates and engages your customers. He will also discuss Gallup’s innovative HumanSigma model, which combines the power of employee and customer engagement into a unified approach to managing your company’s complex human systems.

Learning Objectives:

• Learn the four dimensions of emotional attachment
• Understand the financial impact of engaging your customers
• Understand organizational barriers that prevent front-line employees from engaging their customers
• Discuss the role customer engagement plays in branding strategies