• Learn why customers are so dissatisfied and feeling entitled with your great performance
• Discover a radical new way to truly build lasting customer satisfaction, loyalty and advocacy
• Leave with a clear roadmap to higher sales, profits and value
  

• The difference between good and exceptional customer service
• How to turn ordinary clients to raving fan
• How to get your fans selling for you
  

• How to improve your staff attitudes in handling customer complaints
• Incentives and strategies to create good customer service in your company
• The benefits of developing outstanding supplier relationships
  

• Employee and customer relationship management
• The impact that employee reward and recognition plays in creating good customer service
• The challenges of changing company satisfied customers
  

• The value of knowing your customers
• Customer voice in CSI
• Improving for success
  

• What role does management play in enabling service?
• Attitudes that allow great service
• The role that service plays in differentiating our product
• How do you train for great service
  

• Let's Define and Talk about Service
• Create Empowered Employees, Pro-active, Service Oriented Culture
• Top Management Commitment - Involvement and Encouragement
  

• One Microsoft: How to listen, respond, improve and drive the business using a customer centric approach
• Alignment is the key: Aligning the business agenda and people strategy to make customers top priorities
• Motivating your team: Rewarding customer champions and using Six Sigma to build and sustain peak performance
  

Speed networking is an exciting, quick and non-pressurised way to meet fellow conference delegates and industry peers in one 45 minute session. These brief meetings are the starting point for conversation and networking throughout the conference. This is where long-lasting and profitable business relationships begin

• Meet…move on…meet…move on…meet!
• Exchange business cards with fellow conference delegates and industry peers.
• The best 45 minute networking session you’ve ever experienced Meet…move on…meet…move on…meet!
• Exchange business cards with fellow conference delegates and industry peers.
• The best 45 minute networking session you’ve ever experienced
  

• Why mystery shopping?
• The importance of continually evaluating your service standards
• How mystery shopping can quickly lead to service improvements
  

• Your people can be your greatest asset
• The relationship between loyalty and profitability
• The loyalty effect- loyal customers tend to spend more, cost less and refer others
  

• How customer experience can be your company’s unique differentiator from the rest
• Why shaping the customer experience is critical
• The three types of customer service – bad, generic and branded
  

• Energy, Passion, Fun - setting the mood for service "ambassadors"
• ZAPP! not SAP - creating a culture of positive reinforcement
• Let's Get Loud - establishing a "best practices" platform

• Customer experience -  where brands and customers meet
• Obsess over every step if the customer experience
• Ensure experience consistency at all touch points

• What is customer loyalty, how can you track it meaningfully?
• How do you deliver great service consistently across a large organization?
• Should customer service be focused on product selling or customer solutions?

• Re-strategise your business to inspire true customer loyalty
• Implement customer-focused targets that arouse loyalty
• Make your company philosophy one that wins customer loyalty
• ????Take on updated technology and business processes to induce loyalty

• Why CRM programs often fail
• How to build a CRM culture
• Top factors for success: culture, budget, internal buy-in, frontline execution, CEO

• Defining a customer’s perception of value
• Exceeding your customer’s expectations
• The loyalty effect- loyal customers tend to spend more, cost less and refer others.

• Defining a customer’s perception of value - knowing your target audience and recognizing what they need and want
• The supporting infrastructure – technology, operations, administrative, marketing communications
• Training of the staff to meeting customers expectations – promote and maintain customer and brand loyalty
  

• Why implement multi-branding?
• What is in it for the cardholder, the merchant and the customer?
• Recognising the importance of branding and the communication channels
  

• The importance of using customer feedback in your business strategy
• Implement updated technology and good business processes to foster loyalty
• Using predictive modeling to achieve business objectives
• Building loyalty one customer at a time

The program will span topics across the 3 recognized stages of Service Delivery Design:

1. Create a Service Delivery vision
2. Execute the Service Delivery vision
3. Sustain the Service Delivery vision

In particular, the program will illustrate specific examples and case studies from leading organizations who have decided to climb the ‘Excellence Mountain’ in their effort to create a great service organization.

The benefits to attending:
Participants will leave the program with a better understanding of the processes within each stage of Service Delivery Design and how to overcome certain known barriers to success.

Daniel Ord, CEO, OmniTouch

Daniel is the CEO of OmniTouch and a recognized expert in the Customer Service and Contact Centre industry.An American citizen, Daniel brings over 15 years senior experience including corporate management, research, training and consulting. Settled in Asia for the last 7 years, Daniel has conducted highly acclaimed engagements, workshops and certification programs across the region and for a spectrum of industries including banking, telco, media, governmental and consumer services. A frequently invited speaker and writer for industry events, Daniel has served as a Judge for various Call Centre awards while OmniTouch has been selected as the Official Mystery Shopper Evaluator for both the 1st and 2nd Asia Regional Call Centre Awards. Most importantly, as CEO, Daniel has assembled a team of the leading practitioners in the industry to deliver insight and professionalism to our Clients across the region. Prior to founding OmniTouch, Daniel was Regional Director, Training & Consulting for OgilvyOne in Asia, part of the global WPP Group. In the U.S., Daniel was Vice President, Call Centre & Distribution Operations for a US$100m consortium of direct marketing companies acquired by Time Warner.

S. Ramaswamy, CEO, South Asia, Regional Director, OmniTouch

Mr. S.Ramaswamy has a composite work experience of over two decades entirely in the Service Industry with a mix of Hospitality, Banking, Insurance, Logistics and Telecom. Having started his formative years in Oberoi Hotels, Ramaswamy has had exposure to the Middle-Eastern, African, Indian and Australian markets.  He went on to be a core member of HDFC Bank’s direct banking team, responsible for setting up ATM’s and Phone Banking, as well as setting up and growing Branch Networks in North India. He then went on to set up AIG’s India venture – Tata AIG, and was the Founding Head of Service Delivery for Tata AIG Life and General Companies.  Recently Ramaswamy was associated with DHL India, where he re-engineered the service delivery and key account management processes. Ramaswamy has hands-on experience in technology driven service process design and self-service development in the modern business environment where efficiencies and cost are two key drivers of service delivery and development. His most recent assignment was with Idea Cellular Limited as Vice President – Service Delivery & Quality involved re-engineering service processes and upgrading service levels using technology and people processes by creating new consumer behaviour favorably poised towards automation / self-service.