RECOMMENDED EVENTS
Day 2 Track 1
LEADERSHIP, STRATEGY & VISION
|
|
|
8:00 - 8:45 |
Delivering a WOW Experience! (No Matter What Business You're In) Teresa Kroll, Chief Marketing Bear, BUILD-A-BEAR WORKSHOP |
| 9:00 - 9:45 |
Marketing ROI: Developing a Decision Support Strategy for Driving Customer Equity Roland T. Rust, David Bruce Smith Chair in Marketing, Executive Director, Center for Excellence in Service, UNIVERSITY OF MARYLAND FEATURE |
| 9:45 |
Networking Break in the Exhibit Hall |
| 10:15 - 11:00 | Putting The Service Profit Chain to Work: Lessons on Achieving Breakthrough Value from the World's Leading Companies
Joe Wheeler, Executive Director, THE SERVICE PROFIT CHAIN INSTITUTE Jeanne Schulte, Vice President, Client Relations, CA (formerly Computer Associates) |
|
11:15 - 12:00 | What Your CEO Wants: Implementing a Company-Wide Strategy Focusing on Customer Satisfaction, Loyalty & Growth
Gwynne Whitley, Executive Vice President & Director, Corporate Customer Service Excellence, WACHOVIA |