This document provides information about a two-day customer experience management training event taking place in Atlanta, GA on August 9-10, 2010. The training will teach attendees how to design memorable customer experiences to improve customer satisfaction, loyalty and profitability. Over the two days, participants will learn how to define their customer experience strategy, understand customer perspectives and expectations, engage employees, utilize metrics to measure experience, and execute and maintain a customer-focused experience. The event will be led by Roy Barnes, a consultant specializing in customer experience design and change management. The document provides an agenda and overview of what will be covered each day of the training.

1. Maximize the Customer
Experience to Improve
Customer Satisfaction,
Loyalty and Profitability
August 9–10, 2010
Atlanta, GA
Customer Experience
Management Training 2010
Learn How to Design a Performance-Driven and Memorable Customer Experience
YOU WILL LEARN TO: Develop a
DEFINE YOUR CUSTOMER EXPERIENCE INTENT
Purposeful,
Identify the customer’s wants and needs to design your approach towards
enhanced customer experience and improved profits Deliberate and
UNDERSTAND “EXPERIENCE DISCONNECTS” FROM THE CUSTOMER PERSPECTIVE Measurable
Learn how poor experiences influence customer satisfaction and ways to avoid
under-delivering on consumer expectations Customer
LEARN HOW TO ENGAGE EMPLOYEES IN EXPERIENCE CREATION AND DELIVERY Experience
Enable employees to work towards creating memorable customer experiences
UTILIZE KEY METRICS TO MONITOR AND MEASURE CUSTOMER EXPERIENCE
Incorporate customer and employee performance metrics into your existing performance
management system for improved results
www.ASMIweb.com/Customer

2. DAY ONE
Monday, August 9, 2010
CUSTOMER EXPERIENCE MANAGEMENT TRAINING 2010
WHO should attend: 8:00
Registration and Continental Breakfast
All C-Level, VP’s, Managers 9:00
and Directors of: BE PROACTIVE WITH THE CUSTOMER EXPERIENCE
Build a business case for enhancing customer experience
Customer Experience
Integrate experience into product design
Customer Service, Identify and communicate the ROI of the computer experience
Care and Support
10:15
Customer Loyalty,
Satisfaction and Retention Break and Refreshments
Training and Development 10:30
LIVE YOUR CUSTOMER’S EXPERIENCE TODAY
Strategy and Development
Determine your current customer touch points
Communications
Understand touch point transactions
Operations Map the current state experience
Technical Support 12:00
Sales Lunch Break
1:00
ANALYZE THE CUSTOMER EXPERIENCE
Objectively assess the current customer experience
Place yourself in the mind set of the customer
Utilize customer data and determine new methods of
generating customer profiles
2:15
Break and 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
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3. DAY TWO
Tuesday, August 10, 2010
CUSTOMER EXPERIENCE MANAGEMENT TRAINING 2010
8:30 TOP five reasons
Continental Breakfast
to attend:
9:00
1
DESIGN THE CUSTOMER EXPERIENCE Sell the value great
Recognize the difference between physical and emotional customer experience
experience design has on profitability
Segment experiences by customer types and customer values
Prioritize touch point experiences and avoid technology traps
Measure the ROI of
10:15
Break and Refreshments
10:30
2
enhancing the customer
experience in both
products and services
USE A HANDS-ON APPROACH TO CUSTOMER EXPERIENCE
3
Integrate the customer
Take the knowledge learned so far and apply it using a experience into product
hands-on approach design and marketing
Create your own experience design
Set experience standards along the way
Develop employee
12:00
Lunch Break
1:00
4
performance metrics
into existing performance
management initiatives
EXECUTE THE CUSTOMER EXPERIENCE Engage employees on
5
Generate buy-in from the executive suite down to the shop floor the value of the customer
Communicate the need for a memorable customer experience experience with a reward
with your employees
and recognition system
Maintain focus and engagement through the customer
experience process
2:45
Break and Refreshments
2:30
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
Day Two Adjourns
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4. About the Speaker
CUSTOMER EXPERIENCE MANAGEMENT TRAINING 2010
SPONSORSHIP Roy A. Barnes
Opportunities: Former Senior Vice-President
– Customer Experience and
As a conference and training Development, Marriott Vacation
Club International, Principal– Blue
provider, The Performance
Space Consulting
Institute is an expert in bringing
together leaders to share Mr. Barnes is currently head of Blue Space
and discuss best practices Consulting, an Orlando-based consulting firm
and innovations. We connect specializing in strategic planning, customer
experience design and change management.
decision-makers with respected
solution providers. As the former Senior Vice-President for Customer Experience and
Development with Marriott, Roy was responsible for global strategic
management and customer vacation experience strategy for Marriott
Vacation Club International (MVCI), the leisure/vacation ownership division
The Institute offers four of Marriott International.
different pre-designed
sponsorship packages: A twenty year veteran of the hospitality business, Roy led successful efforts
both within Marriott International and MVCI to improve operations and
process management and performance accountability at all organizational
Event Co-Sponsor
levels. He co-directed efforts at Marriott International on Sales 2000, a
Session Sponsor top to bottom restructuring of the Sales and Marketing effort as well
as leading the process re-engineering work with MVCI’s Customer
Luncheon Sponsor Relationship Management effort,
Exhibit Booth Sponsor
Mr. Barnes is well acquainted with all aspects of the organizational
challenges of customer focused business transformation.
For more information on
sponsorships or to get started,
contact Meredith Mason at
202-739-9707 or
Meredith.Mason@
PerformanceInstitute.org
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5. In-House Training
CUSTOMER EXPERIENCE MANAGEMENT TRAINING 2010
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 Performance Reporting
Project Management Program Evaluation
Lean Six Sigma Administrative Management
Workforce Management Change Management
Budgeting and Forecasting Balanced Scorecard
Contracting
For more information about in-house training options available to you please contact
Jennifer Mueller at 202-739-9619 or email her at Jennifer.Mueller@PerformanceInstutite.org
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6. Logistics & Registration
CUSTOMER EXPERIENCE MANAGEMENT TRAINING 2010
VENUE AND HOTEL: QUALITY ASSURANCE
Customer Experience Management Training 2010 will ASMI strives to provide you with the most productive
be held at The Westin Buckhead Atlanta. A continental and effective educational experience possible. If after
breakfast, lunch, and refreshments will be provided each completing the course you feel there is some way we can
day of the event. improve, please write your comments on the evaluation form
provided upon your arrival. Should you feel dissatisfied with
Conference Address:
your learning experience and wish to request a credit or
The Westin Buckhead Atlanta
refund, please submit it in writing no later than 10 business
3391 Peachtree Road, NE
days after the end of the training to: ASMI: Corporate
Atlanta, GA 30326
Headquarters; 805 15th Street NW, 3rd Floor; Washington,
(877)992-9521 D.C. 20005
A limited number of rooms have been reserved at The
Westin Buckhead Atlanta at the prevailing rate of $169.00 Note: As speakers are confirmed six months before the
until July 8, 2009. Please call the hotel directly and event, some speaker changes or topic changes may occur in
reference code “Customer Experience” when making the program. ASMI is not responsible for speaker changes,
reservations to get the discounted rate. but will work to ensure a comparable speaker is located to
participate in the program.
TUITION
If for any reason ASMI decides to cancel this conference,
The tuition rate for attending the Customer Experience ASMI accepts no responsibility for covering airfare, hotel
Management Training 2010 is as follows: or other costs incurred by registrants, including delegates,
Rates Early Bird* Regular Rate sponsors and guests.
Conference *1299 $1399 DISCOUNTS AND PAYMENT
* For the Early Bird Rate, please register by May 31, 2010. • All ‘Early Bird’ Discounts must require payment at time of
registration and before the cut-off date in order to receive any
discount.
GROUP DISCOUNTS • Any discounts offered whether by ASMI (including team
discounts) must also require payment at the time of registration.
For more information on group discounts for Customer
• All discount offers cannot be combined with any other offer.
Experience Management Training 2010 please contact
• Discounts cannot be applied retroactively
Dave Yerks at 760-637-5045 or email him at
David.Yerks@ASMIweb.com
Payment must be secured prior to the conference. If
payment is not received by the conference start date, a
method of payment must be presented at the time of
registration in order to guarantee your participation
at the event.
6

7. Logistics & Registration
CUSTOMER EXPERIENCE MANAGEMENT TRAINING 2010
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
CANCELLATION POLICY: ASMI will provide a full refund less a $399 administration fee for cancellations requested four weeks prior
to the event start date unless cancellation occurs within two weeks prior to the event start date. If a cancellation is requested less than
two weeks prior to the event start date, no refund will be issued. Registrants who fail to attend and do not cancel prior to the event
will be charged the entire registration fee. All cancellations must be requested through the cancellation link found in your attendance
confirmation email. Please note that cancellation is not final until you receive a cancellation confirmation email.
I have read and accepted the Cancellation Policy above.
ACKNOWLEDGED AND AGREED
By: __________________________________________________________________________________________ Date: _______________________
Priority Code: B317-WEB
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8. 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