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    • Customer Experience Management Training 2010 Learn How to Design a Performance-Driven and Memorable Customer Experience January 25–26, 2010 Arlington, VA Customer Experience Management Training 2010 Maximize the You Will Learn to: Customer Define Your Customer Experience Intent Identify the customer’s wants and needs to design your approach towards Experience enhanced customer experience and improved profits to Improve Understand “Experience Disconnects” from the Customer Perspective Learn how poor experiences influence customer satisfaction and ways to avoid Customer under-delivering on consumer expectations Satisfaction, Learn How to Engage Employees in Experience Creation and Delivery Loyalty and Enable employees to work towards creating memorable customer experiences Utilize Key Metrics to Monitor and Measure Customer Experience Profitability Incorporate customer and employee performance metrics into your existing performance management system for improved results In Association with: www.ASMIweb.com/Customer 1 www.ASMIweb.com/Customer
    • day one Customer Experience Management Training 2010 January 25, 2010 8:30 Conference Registration & Continental Breakfast 9:00 Be Proactive with the Customer Experience Build a business case for enhancing customer experience Integrate experience into product design Identify and communicate the ROI of the customer experience 10:15 Break & Refreshments 10:30 Live Your Customer’s Experience Today Determine your current customer touch points Understand touch point transactions Map the current state experience 12:00 Lunch Break who should attend: All C-Level, VP’s, Managers and Directors of: Customer Experience Strategy & Development Communications Customer Service, Care & Support Operations Customer Loyalty, Satisfaction & Retention Technical Support Training & Development Sales 2 www.ASMIweb.com/Customer
    • day one Customer Experience Management Training 2010 January 25, 2010 1:00 Analyze the Customer Experience Objectively assess the current customer experience Place yourself in the mindset of the customer Utilize customer data and determine new methods of generating customer profiles 2:15 Break & Refreshments 2:30 Enable the Customer Experience Integrate the human factor in enabling and promoting the customer experience Educate employees on the value of the customer experience and engage them to act Build a supportive reward and recognition system 4:30 Day One Adjourns top five reasons to attend: Sell the value Measure the ROI Integrate Develop Engage great customer of enhancing the customer employee employees on experience has on the customer experience into performance the value of profitability experience in product design metrics into the customer both products and marketing existing experience with and services performance a reward and management recognition initiatives system www.ASMIweb.com/Customer 3
    • day two Customer Experience Management Training 2010 January 26, 2010 8:30 Continental Breakfast 9:00 Design the Customer Experience Recognize the difference between physical and emotional experience design Segment experiences by customer types and customer values Prioritize touch point experiences and avoid technology traps 10:15 Break & Refreshments 10:30 Use a Hands-On Approach to Customer Experience Take the knowledge learned so far and apply it using a hands-on approach Create your own experience design Set experience standards along the way 12:00 Lunch Break 1:00 Execute the Customer Experience Generate buy-in from the executive suite down to the shop floor Communicate the need for a memorable customer experience with your employees Maintain focus and engagement through the customer experience process 2:45 Break & Refreshments 3:00 Measure Experience Achievement Set experience performance metrics for the customer and the employee Refer to Balanced Scorecards and performance monitoring systems to track measures and metrics Utilize historical data to improve your customer experience 4:30 Training Adjourns 4 www.ASMIweb.com/Customer
    • Customer Experience Management Training 2010 In-House Training One of the more popular vehicles for accessing the Institute’s educational offerings is the delivery of on-site trainings and management facilitations. Bringing a training or facilitation in-house gives you the opportunity to customize a program that addresses your exact challenges and provides a more personal learning experience, while virtually eliminating travel expenses. Whether you require training for a small group or for an organizational- wide initiative, the advanced learning methods employed by the Institute will create an intimate training atmosphere that maximizes knowledge transfer to enhance the talent within your organization. CUSTOMIZATION We realize that not all obstacles can be overcome by applying an “off-the-shelf solution”. While many training providers will offer you some variation of their standard training, the Institute’s subject matter experts will work with you and your team to examine your programs and determine your exact areas of need. The identification of real life examples will create a learning atmosphere that resonates with participants while at the same time providing immediate return on your training investment. Using interactive exercises that employ actual projects or scenarios from your organization, instructors can address specific challenges and align the curriculum of each session to your objectives. While the majority of on-site trainings are focused on smaller groups, the Institute also has the ability to accommodate organizational-wide training initiatives. Utilizing multiple instructors, the Institute has the capacity to deliver courses to groups of up to 300 participants per day. AREAS OF EXPERTISE On-site delivery of single courses, certification programs and entire packages of specialized courses are available in the following areas: Strategic Planning Workforce Management Program Evaluation Performance Measurement Budgeting and Forecasting Administrative Management Project Management Contracting Change Management Lean Six Sigma Performance Reporting Balanced Scorecard For more information about in-house training options available to you, please contact Blake Humble at 858-866-9532 or email him at Blake.Humble@ASMIweb.com speaker biography Roy A. Barnes Senior Fellow, ASMI; Former SVP, Marriot Vacation Club International; President, Blue Space Consulting Mr. Barnes is currently head of Blue Space Consulting, an Orlando-based consulting firm specializing in strategic planning, customer experience design and change management. Formerly Senior Vice-President for Customer Experience and Development with Marriott Vacation Club, Roy was responsible for both global strategic management and customer vacation experience strategy for Marriott Vacation Club International (MVCI), the leisure/vacation ownership division of Marriott International. A twenty year veteran of the hospitality business, he has successfully led efforts both within Marriott International and MVCI to improve operations, process management and performance accountability at all organizational levels. Co-leading efforts at Marriott International on Sales 2000, a top to bottom restructuring of the Sales and Marketing effort as well as leading the process re-engineering work with MVCI’s Customer Relationship Management effort, Mr. Barnes is well acquainted with all aspects of the organizational challenges of customer focused business transformation. Mr. Barnes graduated from Grinnell College and is a frequent guest lecturer (Cornell University, University of Maryland, Fordham, University of Central Florida). Mr. Barnes is currently a member of the editorial board of 1to1 Magazine. www.ASMIweb.com/Customer 5
    • Customer Experience Management Training 2010 Logistics & Registration Venue and Hotel: Cancellation Policy For live events: ASMI will provide a full refund less $399 Customer Experience Management Training 2010 administration fee for cancellations four weeks before the event. will be held at the Performance Institute’s Training If cancellation occurs within two weeks prior to conference start Center in Arlington, VA, just one block east of the date, no refund will be issued. Registrants who fail to attend and do not cancel prior to the event will be charged the entire Courthouse stop on the Orange Line of the DC registration fee. Metro. A public parking garage is located inside of the building for $10/day. Continental breakfast, All the cancellation requests need to be made online. Your refreshments and lunch will be provided for delegates confirmation email contains links to modify or cancel registrations. Please note that the cancellation is not final until you receive a on each day. written confirmation. The Performance Institute Conference Center Payment must be secured prior to the conference. If payment 1515 N. Courthouse Rd., Suite 600 is not received by the conference start date, a method of Arlington, VA 22201 payment must be presented at the time of registration in order to 877-992-9522 guarantee your participation at the event. A limited number of rooms have been reserved at the Arlington Rosslyn Courtyard by Marriott at the Quality Assurance ASMI strives to provide you with the most productive and prevailing rate of $209.00 until December 25, 2009. effective educational experience possible. If after completing Please call the hotel directly and reference code the course you feel there is some way we can improve, please “Customer Experience” when making reservations write your comments on the evaluation form provided upon your to get the discounted rate. The hotel is conveniently arrival. Should you feel dissatisfied with your learning experience and wish to request a credit or refund, please submit it in writing located three blocks from the Rosslyn Metro station. no later than 10 business days after the end of the training to: Please ask the hotel about a complimentary shuttle that is also available for your convenience. ASMI: Corporate Headquarters 805 15th Street NW Arlington Rosslyn Courtyard by Marriott 3rd Floor 1533 Clarendon Blvd. Washington, D.C. 20005 Arlington, VA 22209 Note: As speakers are confirmed six months before the event, Phone: 703-528-2222 / 1-800-321-2211 some speaker changes or topic changes may occur in the www.courtyardarlingtonrosslyn.com program. ASMI is not responsible for speaker changes, but will work to ensure a comparable speaker is located to participate in the program. Tuition & Group Discounts: If for any reason ASMI decides to cancel this conference, ASMI The tuition rate for attending the Customer accepts no responsibility for covering airfare, hotel or other costs incurred by registrants, including delegates, sponsors and guests. Experience Management Training 2010 is as follows: Early Bird Rate Regular Rate Discounts $1199 $1399 • All ‘Early Bird’ Discounts must require payment at time of registration and before the cut-off date in order to receive any discount. For more information on group discounts please • Any discounts offered whether by ASMI (including team discounts) must also require payment at the time of registration. contact Blake Humble at 858-866-9352 or email • All discount offers cannot be combined with any other offer. him at Blake.Humble@ASMIWeb.com. • Discounts cannot be applied retroactively 6 www.ASMIweb.com/Customer
    • Customer Experience Management Training 2010 Logistics & Registration to register Call Fax this Form to Visit 877-992-9522 866-234-0680 www.ASMIweb.com/Customer Registration Form Yes! Register me for Customer Experience Management Training 2010 Please call me. I am interested in a special Group Discount for my team Delegate Information Name Title Organization Dept. Address City State Zip Telephone Fax Email Payment Information: Check Purchase Order / Training Form Credit Card Credit Card Number Expiration Date Verification no. Name on Card Billing Zip Please make checks payable to: The Performance Institute Priority Code: B304-WEB www.ASMIweb.com/Customer 7
    • ASMI’s vision In this challenging economic landscape, organizations must develop and execute innovative strategies to survive and thrive. Performance and process improvement methodologies give managers the tools they need to run leaner, more efficient businesses. The mission of the American Strategic Management Institute (ASMI) is to connect business leaders with best-in-class practices and training to address management challenges and improve results. ASMI has grown into one of the nation’s most innovative training providers, combining market research and industry insight to deliver experiences and tools to inspire leaders and grow businesses. Through virtual sessions, national summits, training programs and consulting services, ASMI brings together leaders to share insights, ideas and actions to transform organizations. Areas of Focus: Performance Management: Using business analytics to drive strategy Process Improvement: Leaning processes for efficiency and quality improvement Financial Management: Budgeting and forecasting for better decision-making Project Management: Managing projects to deliver results on time, within scope and in budget Leadership Development: Building leadership skills to manage in times of change and conflict Services: Virtual Training Briefings 90-minute training sessions for the latest tools and techniques to deliver results. National Summits National events allowing business leaders to share best practices and strategies for success. Training Programs Methodology-based training modules in management competencies, offered publicly or custom-designed for your organization Consulting Services Field experts who can bring bold change to your workforce, planning processes. ASMI Corporate Headquarters 805 15th Street, NW, 3rd Floor Washington, DC 20005 Ph: 877-992-9522 Fax: 866-234-0680 www.ASMIweb.com