NOON AT NANCE: Creating a “WOW” Customer Experience
CLEVELAND, OH (Sept. 11, 2008) — The Cleveland State University Nance College of Business Administration will hold their 4th annual NOON AT NANCE. The theme this year is: “Creating a WOW Customer Experience”.
Festivities begin the week of September 15 when the group begins to define the customer experience.
September 18, 2008 : The Customer Experience Defined Many of the world’s best companies have begun to focus on creating a “WOW” customer experience to create perceived value and to foster brand preference. Our panel will discuss how your organization can define and improve your customer’s experience. This approach, done well, will result in increases in profitability, brand loyalty, employee retention and customer satisfaction.
Panelists: Jennifer Downey, President, Ambiance. Cathy Zapata, Key Bank.
November 13, 2008: The In-Store Customer Experience
Session two will feature two panelists who will each present a case study of how their companies have redefined the customer experience to create competitive advantage. We will discuss how you can use employee training, point of sale materials and “customer friendly” policies to protect margins and to build brand loyalty in a cost competitive environment.
Panelists: Jeff Heinen, Heinen’s Supermarkets. Sanaa Julien, Cleveland Indians.
February 19, 2009: The Online Customer Experience
This session acknowledges that most customers’ experience with an organization begins with a visit to the company website. Our panel of professionals will discuss how you can create a “WOW” customer experience online. Online tools have proven especially effective in terms of increasing customer retention and addressing post purchase dissonance. A look at how you can measure customer satisfaction.
Panelists: Jon Eggleton, American Greetings Interactive. Larry Wiseman, Things Remembered.
April 16, 2009: The Customer Experience in a Service Economy
By definition selling services implies more personal contact with the client. New technologies and cost pressures are combining to automate the sale and delivery of services. How can service providers maintain the personal touch while leveraging technologies that speed delivery and lower costs? Our panel will discuss how they have redefined the customer experience in the service industry.
Panelist: Dave Lowery, Key Bank.
You can register for next week’s event, or the entire series at the Cleveland State University “NOON AT NANCE” website.
Questions should be directed to Jim D’Orazio, NOON AT NANCE Moderator and Faculty Member, Nance College of Business Administration via email at j.dorazio@csuohio.edu or phone at 440.821.3776.
More information about NOON AT NANCE