Revenue Comes From One Source – CUSTOMERS.

In response to our customer feedback, IQPC is bringing Customer Feedback Week back completely revitalized:

• Topics covering Capturing, Analyzing and Translating Customer Feedback
• 100% brand new Speaker faculty: HEWLETT PACKARD, IBM CORPORATION, GENERAL ELECTRIC, MICROSOFT, THOMSON REUTERS, COMCAST, GE HEALTHCARE and more
• 5 content-rich Workshops: Customer Centric Workplace, VOC to VOM, Complaint Management, Service Consistency, Customers in Real time
• Evening Cocktail Reception

2 Exclusive Site Tours: Coca-Cola and The Home Depot	Book Signings with Authors Colin Shaw, Jason Young, Reginald W. Goeke, Ed.D. and R. Eric Reidenbach, Ph.D.

The event features best practices for disseminating and acting on customer data from industry leaders, and focuses on the strategy - rather than just the tactical - behind leveraging customer feedback. By understanding the vitality of a top-down approach, participants will discover how feedback translates directly into business success, organic growth and profit.

See What’s New for 2008! 2008 ALL NEW Keynote Speakers:
Tina Waters Senior Vice President Customer Service Operations Comcast	Colin Shaw CEO & Founder Beyond Philosophy	Brian S. Benjamin Vice President Customer Advocacy PAETEC
John Isbell Director Operations Services and Training IHOP	Gregory S. Reeves Technical Support Manager CompuCom	Deborah Eastman Chief Marketing Officer, Satmetrix The Net Promoter Company
2008 ALL NEW Featured Speakers:
Lynn O’Neill Assistant Vice President of Customer Experience New York Life	Angela Kauffman Director, US Marketing Operations AON	Hal Bloom VP, Market Research/Intelligence Sage Software
Nino G. Ninov VP Strategic Research and Analysis Rosetta Stone	Robert Mangel Manager Service Quality Research Kaiser Permanente	Jason Young Author of “Culturetopia ” former Senior Level Executive Southwest Airlines

• Robert Bledsoe, Global Market Research Manager CNH Case New Holland
• David VanAmburg, Managing Director, ACSI, National Quality Research Center, Stephen M. Ross School of Business, University of Michigan
• Gregory Breck, GM-Customer Experience, GE Healthcare (a division of General Electric)
• Brad Nichols, Senior Vice President of Global Customer Service, Thomson Reuters
• Charlie Kirschbaum, Operations Analyst, Hewlett Packard
• Greg Snyder, Customer Feedback Manager, Microsoft
• Reginald W. Goeke, Ed.D. Principal, Market Value Solutions
• R. Eric Reidenbach, Ph.D. Principal, Market Value Solutions
• Gam Dias, VP Product Management, Island Data

PLUS! 2 Exclusive Site Tours to Coca-Cola and Home Depot!
Coca-Cola Join us at Coca-Cola, for a site tour and a presentation on how to be available for consumer feedback across multiple media to protect your brand and trademark. Fortune 2008: Most Profitable/ America’s Most Admired Companies Forbes 2008: The 400 Best Big Companies	Home Depot This site tour focuses on Home Depot’s customer service strategy and features a tour of the call center operations and The Home Depot Legend Museum. Fortune: Most Profitable Companies (2008) Fortune: America’s Most Admired Companies (2008)

Topics for this event include:

Capturing Customer Feedback:

• Manage customer complaints for resolution and risk reduction
• Engage the Web 2.0 Generation
• Leverage quality disciplines
• Employ specific tools and quality disciplines

Analyzing Customer Feedback:

• Understand the dynamics of customer interactions: how emotions drive value, role of front line
• Take a holistic view
• Measure satisfaction: Net Promoter, ACSI, analytics
• Impact Bottom Line: Create customer advocates, profits, loyalty

Translating Customer Feedback into Action:

• Develop strategic and operational initiatives based on VOC and voice of front line
• Gain top level involvement
• Leverage feedback to create new products and service delivery mechanisms

Register Today and take advantage of the early bird discount!!!

If you are not yet ready to register, feel free to request a reminder nearer the time .

Conference Partners

Conference Chair	Luncheon Sponsor	Co-Sponsors
Panel Sponsor	Exhibitors	Media Partners

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