Customer-Centric
Service: Placing Customers at the Heart of Your Business
SIA
2007 Summit March 4-6, 2007 Mirage Las Vegas
11:30
a.m.
Annual
Golf Tournament - Bill McCubbins & Doug Reese, Co-Chairmen
6:30
p.m.
All
exhibits, breaks, breakfast and receptions in Montego Ballroom
Welcome and
Networking Reception with Exhibitors
Vendor Showcase with promo opportunities and giveaways. Spotlight
on Sponsoring Vendors
7:15
a.m.
Monday
Breakfast and Breaks sponsored by Service Strategies
Continental Breakfast with Table-top Exhibitors - Montego
8:15
a.m.
General
Sessions in St. Thomas A Welcome
SIA Exec. Dir., Claudia Betzner, Summit Moderator
8:30
a.m.
State
of the Industry
M & A activity, growth, consolidations, how the business &
Customers have changed; Latest Technology that is changing the
customer wants and needs; Value Adds; Customer need for real time
info
IT Overview:
Dean Davison, Vice President Nautilus Advisors Expertise: Outsourcing
Adoption Strategies & Best Practices, Offering Development,
Pricing Strategies, Offshore Outsourcing
Medical Overview: Dr. Malcolm Ridgway, Sr. V.P. & Chief Technology
Officer Masterplan and expert in all areas of the Medical Service
Industry.
9:30
a.m.
Keynote
Address - CustomerBLISS
Service in America.... How to Fix It!
Make Your DNA Revolve Around Customers: Unifying the Company for
Customer Growth
Brought to
you by Jeanne Bliss … Chief Customer Officer for Lands’
End, Microsoft, Allstate, Coldwell Banker and Mazda Corporations.
Companies
who emotionally connect with customers deliver a memory so strong
and powerful in their customers mind that they go way past just
remembering it…to desiring to have it again. And that’s
the “cha-ching” that leads to customer profitability.
Becoming
a ‘Customer’ Company – How to Get There.
Marketing
does one thing. Sales does another and Operations yet another.
Then customer service and the frontline have to figure out how
to connect all the pieces for the customer. Walk the halls of
your company and ask ten people what your purpose with customers
is: no doubt you’ll get ten different answers. Jeanne Bliss
puts her 25 years as customer leader in the real-world of corporations
to debunk what’s happening in business that puts customers
at the bottom of the heap and not at the top of the priority list.
And then she immediately helps to reverse the process. In this
fast paced, funny because it’s true and action-packed keynote,
audiences get lifted on their feet with passion, practical advice
and actions to take as soon as they get back. They participate
in exploring the ‘dance of the silos,’ how we force
customers to use ‘organizational navigation devices’
to do business with us and how we’ve actually programmed
behavior that works against them. Laugh at the reality of the
truth and breathe a sigh of relief learning what can be done about
it. Most importantly walk away with hope on how to connect your
company for customer growth!
Buy
the Book:Chief Customer Officer : Getting Past Lip
Service to Passionate Action
10:25
a.m.
Break
(During the break questions will be gathered for the Panel)
10:45
a.m.
Customer
Analysis Panel Walt Gasparovic, President The Gasparovic Gp., Panel
Leader
Tracking Profitability "by Customer"
(A panel made up of Service Industry Leaders will discuss Changes
they are seeing from their customers, selection process, what their
wants and needs are including case studies and actual experience;
surveys - customer sat)
Panel: Jon Scott, President & CEO PowerTech, Liz Samra, Director
Masterplan; Paul C. Monahan Jr. Sr. V.P.Technology in Medicine,
Chuck McNew, President & CEO Halifax
12:00
p.m.
Lunch
St. Thomas B Sponsored by RedPack Network, Inc.
1:15
p.m.
Services
as a Science - Changing the Shape of the Service Industry Doug Morse, V.P. Oracle
2:00
p.m.
Keynote Medical IT Convergence - Dr. Elliot Sloane Professor, Villanova
University
3:00
p.m.
Break
3:15
p.m.
Roundtable Discussions and Brainstorming
Session on Various Customer Centric Solutions
Dr. Jim Alexander, Facilitator
(The remainder of the afternoon will be devoted to customer solutions.
We will break into groups to discuss and come up with solutions;
solutions from each group will be revealed to all)
Customer Satisfaction Surveys and other available tools for Benchmarking
Customer Satisfaction;
Technology Tools; Customer Service - Many articles have discussed
Customer Rage over the lack of Quality and the
erosion of Customer Service in America. Is it Real? Could it be
that offshore outsourcing and the onslaught of 12 million immigrants
who have come to our country with a different culture of quality
are the reason. Ways to solve the problem?
6:00
p.m.
Reception
and Networking Social - Attendees with Exhibitors
(Drawings for Vendor giveaways; Spotlight on Sponsoring Vendors)
7:15
a.m.
Continental
Breakfast
8:00
a.m.
State
of the Association - New Board introduced from Balloting by members John Rinas, President
8:30
a.m.
Beltway
Briefing - Federal Initiatives Impacting Medical - IT Convergence
Service Ray Zambuto, President & CEO Technology in Medicine
9:15
a.m.
Customer
need for Real Time Information: Web Portals - Wireless Connectivity
- What Technologies are available - How they are impacting the
Customer; How they are impacting how we do business
In the on-site world the use of lap top PC's and mobile terminals
has significantly changed how data is transferred from the field
back to corporate or even to the customer. In the depot world
many companies have added web front ends to their enterprise systems
and are developing custom web pages for their customers that put
real time data out to the web sites as events take place.
* Roundtable
- Depot & Onsite Service Companies, Bill McCubbins, Pres.
POSDATA Panel Leader (A discussion on what these companies
have done to provide real time data to their clients) Service
Companies; Frank D'Alessio, President & CEO Maintech, Paul
Nadjarian, Sr. Vice President OnForce; Depot - Rich Guglielmo,
V.P. & Principal of AMCOR and Craig Youngblood, President
& CEO LMS with a Service and Depot perspective
10:30
a.m.
Break
10:45
a.m.
*
A panel of various technology providers - Greg Coleman
Principal & V.P. Strategic Programs Service Strategies, and
Panel Leader
Wayne R. Freeman, Solution Engineer - Strategic Alliance Sprint
with Blackberry application,
Bruce Krohn, Director, Global Field Mobility Solutions, Motorola(Symbol
Technology)
12:45
p.m.
Lunch
1:45
p.m.
Afternoon
General Session: Operational Focus
Compensation
Issues - Do you pay Incentives or Bonuses on Revenue or Gross Profit?
Al Hahn, President Hahn Consulting
2:30
p.m.
Sales
& Marketing Panel - Placing the Customer at the Heart of your
Sale Al Hahn, Facilitator
This session will review best practices for pursuing business; discuss
if websites are a plus and other new techniques in selling service
Panel:
Loren (Lee) Czarapata, Director Client Relations - Business Vehicle
Services Runzheimer International;
Mike Richards, Chief Sales & Marketing Officer Paladin;
Bob Huebner, Executive Director & Chief Marketing & Sales
Executive NGC CSLG
3:45
p.m.
Wrap
Up Final drawing - free attendance for 2008
(Final Drawing from sign up sheets by members with their interst
level and committee interest which will be part of the registration
packet. They will get the sign up sheets validated by talking to
an SIA Board member at the SIA Booth during one of the receptions)
4:00
p.m.
Medical
and IT Breakouts - Operational issues discussed
Dr. Ridgway - Medical; Jon Scott IT
6:30
p.m.
Grand
Finale
Dinner and Networking Social – Only badges allowed. Spouse
tickets available for $100
