Delivering Customer Service in a Social Media WorldPresenter: Barry Moltz – Author, BAM! Delivering Customer Service in a Self Service World
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic KingdomPresenter: Doug Lipp – President, G. Douglas Lipp & Associates
Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Bottom-Line ImpactPresenter: Chip R. Bell – Founder, The Chip Bell Group
Managing the Customer Experience: Turning Customers into AdvocatesPresenter: Shaun Smith – Author, Managing the Customer Experience
Facebook for Business: How to Engage and Support Your Customers Directly on Your Facebook PagePresenter: Beverly Macy – CEO, Gravity Summit
How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social ChannelsPresenter: Rich Gallagher – Bestselling Author and Communications Skills Expert, Point of Contact
Why Customer Service is NOT EnoughPresenter: Lisa Ford – Creator of How to Give Exceptional Customer Service and author of Exceptional Customer Service, Going Beyond Good Service to Exceed the Customer’s Expectations
How Southwest Airlines Built a Culture of Customer LoyaltyPresenter: Lorraine Grubbs – President, Lessons in Loyalty
In the Customers’ Shoes: How Coffee Republic Built its Brand through Great Customer ExperiencesPresenter: Sahar Hashemi – Co-founder, Coffee Republic
Metrics that Wow! How Coremetrics Became the Customer Service Model of SuccessPresenter: Paige Newcombe – Senior Director, Global Client Services, Coremetrics
Presenter: John Ragsdale – Vice President of Technology Research, TSIA-
Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support
Presenter: Rich Gallagher – Bestselling Author and Communications Skills Expert, Point of Contact
The Nordstrom Way to Customer Service ExcellencePresenter: Robert Spector – Author/Speaker/Journalist, “The Nordstrom Way”
The Cult of the CustomerPresenter: Shep Hyken – Chief Amazement Officer (CAO), Shepard Presentations
A Multi-Channel Service Environment – Essential to Customer RetentionPresenter: John Ragsdale – VP of Technology Research, Technology Services Industry Association (TSIA)
How to Improve Customer Retention by Building Emotionally Engaging Customer ExperiencesPresenter: Colin Shaw – Founder & International bestselling author, Beyond Philosophy
Zappos.com: How Zappos Built a Billion Dollar Company through a Customer Focused CulturePresenter: Rob Siefker – Senior Manager, Customer Loyalty Team, Zappos.com
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How to Tell Anyone Anything: Coaching Your Service Team to Success
Presenter: Rich Gallagher – President & Author of What to Say to a Porcupine, Point of Contact Group
Beyond the Game: Empower Your Players with Self-Service SupportPresenter: David Schroeder – Director of Customer Care, iWin
How Social Media is Transforming Customer Service and the Customer ExperiencePresenter: Natalie Petouhoff – Senior Analyst, Forrester Research
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What to Say to a Porcupine: Strategies for Dealing with Difficult Customers
Presenter: Rich Gallagher – President, Point of Contact Group
Provide a Direct Connection between your Parature Software and Angel.com’s Interactive Voice Response (IVR) SoftwarePresenter: Josh Abich – Senior Account Executive, Angel.com