This customized, all-tutorial format offers the basics, best practices, and innovative approaches on the following topics:
Measuring & Managing Customer Loyalty and Commitment
Customer Information & Relationship Marketing
This workshop is where I'll be doing my session on internal marketing: Marketing from the Inside Out: Engaging Employees for Strategic Advantage. And blogging diva (and my buddy) Toby Bloomberg will speak on The Good, the Blog, and the Ugly! The Brave New World of Using Social Media as an Innovative Marketing Strategy.
If you care about providing your customers with a superior service experience, this program is for you. This is one of the premier executive education programs offered by the Center for Services Leadership.
Sidebar: Zappos' CEO Tony Hsieh is one of the Symposium's featured speakers this year. I recently toured Zappos and will share more of this incredible company's culture in future posts.
His adventure was prompted by his interest in discovering how these well known companies selected and trained employees and melded them into the corporate culture to deliver on the brand promise. Frankel’s experience provides insight into the hiring process (ranging from online psychological tests to The Container Store’s in-store group interviews) and the impact of formal as well as informal training and sharing of corporate values & norms.
Note to all who oversee their organizations’ orientation programs and/or are involved in trying to codify the employee and customer experience, including helping employees evolve into brand ambassadors – read this book and consider how your organization would have fared if Frankel wrote about you. (Better yet, ask your own employees … )
Punching In explores the human role in retail and service operations. Given my bias for positive employee-customer care, I loved one of the critical lessons Frankel learned from his frontline adventure:
" ... I found that many of the best companies have not only realized that humans matter but have also moved ahead of competitors by finding, hiring, and training great people to work for them. People have become as much of a competitive weapon for many companies as the actual products they sell.”