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Get your current customers to love
you forever. Get them to buy more. And attract new subscribers.
Hear all the secrets — from the service masters.
Southwest
Airlines - Service Lessons You Can Steal
Tuesday, July 22, 4:00 -
5:15pm
Internationally recognized
customer care guru Earl Sasser of Harvard Business School and CTAM
U lays out The Value Profit Chain for you. A case study of
Southwest Airlines illustrates that today's employee satisfaction,
loyalty and commitment influence tomorrow's customer satisfaction,
loyalty, commitment and ultimately the organizations' profit and
growth. Generously underwritten by the friends of Seymour Kaplan
and Bortz Media & Sports Group.
| Host: |
J.
Stephen Rizley, Vice President & General Manager, Cox Communications
Arizona, CTAM U. 2002 |
| Speaker: |
Earl
Sasser, Professor, Harvard Business School |
Cable's
Service Leaders - Get the Inside Story
Monday, July 21, 2:30 -
3:45pm
Hear what NCTA's Customer Service Committee learned from cable's
service leaders and how to apply their success to your
system. Real success stories from the field are the best learning tool.
| Moderator: |
Glen
Friedman, President, IDEAS & SOLUTIONS! Inc. |
| Panelists: |
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Kim
Elek, Principal, McReynolds Elek Communications
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Brian Mossor,
Senior Director Performance Improvement, Comcast Cable
Communications
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Virgil
Reed, Division President, Time Warner Cable
Cincinatti
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Roundtables
Monday, July 21, 2:30
- 3:30pm
- All the Right People:
Recruiting
- Discussion: Michael George's
Presentation
- Improving Service Through
Marketing Channels
- Leveraging Call Volume for
Sales
- Optimizing Customer Service
- Sales Training
- Web Base Customer Service
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