TRACK 2:
CUSTOMER SERVICE EXCELLENCE
TU ESDAY 0 7 .2 8 .0 9 1:30
Implementing Award Winning Service Excellence Initiatives to Drive Brand Loyalty CUSTOMER CHAMPION STORY: Whirlpool's Customer eXperience Center was named…Call Center Leader of the Year: Strategic role played in determining how the center is driven and integrated. Vision for the future, role in the overall growth and development of the company, development of high performance teams and initiation of new programs with measurable results, creation of a culture that inspires excellence. Best in Class Culture: Instilled a leadership philosophy while markedly showing measurable benefits of initiatives through improved levels of absenteeism, reduced turnover and stress. Best Use of Technology: Processes that have been automated through technology; how implementation has improved agent effectiveness, customer experience and service level. Best in Class Call Center (over 200 agents) Runner-Up: Strategy and key enabler of growth and profit; strategic plan for future development; cost and process efficiencies gained, ROI, changes to the culture and why the Center has been successful. Learn from Whirlpool’s award winning experiences: • Using technology to get the "cost out" • Moving from a cost to an investment culture • Determining in what to invest (technology, people, training, etc.)
• Quantifying customer contact center revenue generated • Quantifying long term customer loyalty & lifetime customer value
Lynn Holmgren, Vice President and General Manager, Customer Care, WHIRLPOOL 2:15
CUSTOMER CHAMPION STORY: For his ability to get what matters to both employees & customers, Boyd Beasley was awarded the 2008 1to1 Customer Champion Award. Rising through the ranks at EA, he introduced a process that involves customer support in
Straight Talk: Empowering Employees and Customers to Reveal the Good, the Bad, and the Ugly
the product development process to give their insights, as well as to get an understanding on new products or features they’ll be supporting. His frequent interaction (and candor) with both players & customer support employees is crucial to EAs customer experiences. Learn from EA’s award winning experiences with: • Getting your frontline employees to tell you what’s good, what’s bad, and what’s ugly about your business • Never being satisfied with the status quo: Creating company evangelists by exceeding (and not just meeting) customer expectations • How being honest and upfront with customers can lead to large returns
Boyd Beasley, Senior Director, Customer Support, ELECTRONIC ARTS 3:00
Afternoon Snacks & Networking Break
3:30
Customer Operations Hot Topic! We’ve reserved this time slot to allow for the most up to the minute Customer content you need to hear about at the time of the event. Is there a recent newsworthy event, breakthrough, or case study we missed that you need to learn more about? Let us know! Contact Lisa Deutsch, Business Development Manager, at ldeutsch@iirusa.com.
4:15
CUSTOMER CHAMPION STORY: As a consumer outside the office, you demand the best customer care possible. As a customer care executive, you understand the challenges of meeting these expectations everyday. How you deliver on customer
Proactive Customer Initiatives: Taking Responsibility for Owning the Customer Experience
expectations can make the different between creating a memorable or forgettable consumer experience. Learn from JetBlue’s award winning experiences: One of the most notable outreaches to reassure customers about a company’s commitment to their safety, security, and satisfaction was JetBlue’s Customer Bill of Rights. As a result of their proactive customer care initiatives, JetBlue ranked highest in J.D. Power and Associates North America Airline Customer Satisfaction Study.
Scott Besselievre, Director, Customer Commitment, JetBlue Airways 5:00
Close of Conference Day One…See You Tomorrow at 8:45!
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