Announcing the Third Annual
Voice of the Customer Retreat
November 3 - 4, 2009
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Dear colleague,
In tough economic times, customer retention almost always
pays bigger dividends than chasing first-time buyers.
If you'd like to explore the latest and smartest concepts for
building a more engaged and enthusiastic customer base, we've
created an event you'll love—our third annual "Voice of
the Customer" conference (Nov. 3) and post-conference
workshops (Nov. 4).
This highly-focused forum will bring together a great lineup
of speakers, hands-on experts in building customer communities,
improving customer satisfaction, and creating a more
customer-centric company culture. And for those who want to a
truly in-depth experience with "voice of the customer"
implementation methods, we've added four post-conference
workshops (separate registration).
We've kept the cost way down—$385 for the main
conference, and $385 for the workshops—but we haven't
cut corners on quality. Once again, the setting is The
International, a first-class conference center and resort in
Bolton, Mass. This is a small-scale, intimate event where
you'll find plenty of opportunities to talk with the speakers
and other attendees, to ask questions, and to share your own
experiences.
Take a look at this year's agenda and ask yourself whether
there's anything more important than this conference
on your calendar for 2009. This is a year when you'll need
all the loyal and enthusiastic customers you can
get—and we'll tell you exactly how.
See you in November!
Fred van Bennekom
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Jeffrey Tarter
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Phil Verghis
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Sponsors
Confirmit
Microland
Questback
Association of Support Professionals
Great Brook Consulting
The Verghis Group
SupportIndustry.com
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Post-Conference Workshops
November 4
(Workshops will run concurrently from 8:30
to 3:30. Registration, $385 per workshop. Limit of 15 attendees
per workshop.)
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o Building a Customer Feedback Program
[WK#1]
Presenter: Dr. Fred Van Bennekom,
Principal, Great Brook Consulting
How to move from islands of survey data to a fully-integrated
view of customer touchpoints.
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o Getting to the Rainbow: A Roadmap to
Change [WK#3]
Presenters: Phil Verghis, Principal, The
Verghis Group; Sean O'Driscoll, Principal, Ant's Eye View
Here's a detailed process for introducing the Voice of the
Customer into a traditional corporate culture.
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o Moving the Needle on Customer Satisfaction
[WK#4]
Presenter: Rich Gallagher, Principal,
Point of Contact Group
Training, coaching, measurement, and team leadership methodologies
that create real, substantial changes in customer satisfaction
levels.
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o Tools & Technology for Customer-Created
Content [WK#5]
Presenter: David Kay, Principal, DB Kay & Associates
Independent advice on the infrastructure you need for support
forums, blogs, wikis, knowledge management, and social media.
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Registration
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Conference Agenda
November 3
(One-day registration, $385)
Creating a Committed Customer Community
Presenter: Sean O'Driscoll, Principal,
Ant's Eye View
At the core of every successful community are the influencers,
those highly engaged individuals who lead the conversation about
your products, services, and brands.
Unspoken Needs
Presenter: Barry McPherson, Executive Vice
President of Worldwide Support, McAfee
By listening carefully to the "unspoken needs" of different
customer segments, McAfee has built a valuable portfolio of
differentiated services.
Why We Do It
Presenters: Eric Guerin, co-founder,
SmartMarket Media; Melissa Graves, annual fund and database manager,
Pathfinder International; Michael Krigsman, CEO, Asuret Inc.
A panel of third-party community influencers discuss what really
inspires them to answer tough forum questions, write books and blogs,
and create services that help support your customers.
Lunch
Short Topics: Satisfaction Metrics and
Management
Three hands-on experts will look at tactics
for collecting customer feedback and using this data to influence
corporate decision-making.
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o Benchmarking Web Support
Satisfaction
Presenter: Tom Sweeny, Principal,
ServiceXRG
How to compare Web support scores against phone and e-mail
benchmarks.
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o Creating a Satisfaction-Driven Culture
Presenter: Craig Adams, Director of
Customer Experience, Akamai Technologies
Making sure that satisfaction performance isn't just another
operating metric.
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o The International Context
Presenter: Don Frye, The Mathworks
Cultural differences are often an important variable in collecting
and analyzing survey data.
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How to Build Insanely Great User Groups
Presenter: Maria Arguello, Apple Computer
User Group Regional Liaison
There's no substitute for the shared energy of live community events,
and Apple's user groups have always set the standard for "insanely
great" events. This session will offer a behind-the-scenes look at
how Apple makes the magic happen.
Open Mike: A Look at the Future
Our speakers return to the stage for a lively
discussion of "Voice of the Customer" issues and ideas that they
predict will transform the support world.
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