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”