On Oct. 7, you're invited to spend
a day at a place that's probably
a lot nicer than your office...
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Dear colleague,
When you're part of a support and services group, one of your
most important jobs is to act as the "voice of the customer"
within your company. You're supposed to keep up a constant two-way
conversation with your users, listening for grumbles and talking
about ways to keep everyone satisfied and loyal.
But it's easy to lose sight of this job when your day is filled
with trouble tickets, meetings, budgets, and phones that ring
non-stop.
That's why the First Wednesday Roundtable has created a very
special "Voice of the Customer Retreat." On Tuesday, October 7,
you get to play hooky from your office and spend a day thinking
and talking about one issue—how to do a better job of
understanding your customers and communicating their message to
the rest of your company.
We don't believe people do their best thinking in windowless
rooms, so we've found a more comfortable setting: the
beautiful International golf club and resort in rustic Bolton,
Mass. We've
blocked out a program that will challenge and enlighten you all
day long. And perhaps most importantly, we've built in lots of
time for you share ideas and tactics with 120 other support and
services managers from New England technology companies.
Despite the elegant setting, we've also managed to keep our
registration costs down to just $285 per attendee. And that
includes breakfast, lunch, breaks and first-class meeting
facilities. You'll find we're definitely not cutting corners
here.
Take a look at your calendar: On October 7, do you have anything
more important to do than think about your customers?
If not, please join us for a day that we promise will be one of
the most memorable and rewarding experiences of your whole year.
Fred van Bennekom
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Jeffrey Tarter
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Phil Verghis
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A New England landmark, The International is a world-class
golf resort just 45 minutes from downtown Boston.
For conference attendees who want to stay overnight, The
International features a 50-room Lodge & Spa for
$179/night ($189/double occupancy). The resort also extends
golfing privileges to guests.
The International, 159 Ballville Rd., Bolton, Mass. 01740;
978/779-6919
Directions
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"The Voice of the Customer"
A First Wednesday
Roundtable Retreat
October 7, 2008
8:00am–5:30pm
Agenda
8:00–8:45
Breakfast and networking
8:45–9:00
Welcome
9:00–9:45
Creating Customer Passion
Presenter: Marlene Bessett, VP Strategy, Xerox
Your ideal customers aren't just satisfied—they become evangelists
for your company.
10:00–10:45
The Great Debate: Is "Buying Intention"
Enough?
Presenters: Tina Taylor, GE Fanuc & TBD
NetPromoter advocates claim that the "one number you need to know"
is "willingness to recommend." Not so fast, say the critics.
11:00–11:45
Compensation and Customer Satisfaction
Presenter: TBD, The Gantry Group
Many companies now tie bonuses to satisfaction scores. An expert
talks about the right approach--and some pitfalls.
12:00–1:00
Lunch
1:00–1:45
Best Practices:
How to Build Great Advisory Boards
Giving customers a formal role in service and support design can
pay huge dividends.
1:45–2:30
Best Practices:
Communities of Champions
With the proper encouragement, your customers can be a living
knowledgebase.
2:45–3:30
Best Practices:
Global Perspectives
Overseas customers often have different notions of what makes them
"satisfied."
3:30–4:15
The Action Plan
You've collected a wealth of customer feedback data. Now what?
4:15–5:15
Open Mike: Ask the Experts
5:15–5:30
Wrap-up
[program subject to change]
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