Schedule
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Panel on Frontiers in Strategic Account Management
- March 8, 2014
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Registration
- February 16, 2014
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Competitive Presentation Sessions
- February 11, 2014
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Lunch
- February 11, 2014
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Networking Break
- February 11, 2014
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Should we Delight our Customers? Two Perspectives
- February 11, 2014
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A delightful customer experience not only satisfies, it also surprises and excites. Sounds good, right? Conventional wisdom and most of the research in marketing journals would agree, but other research by CEB suggests that investments made in exceptional customer experiences are futile and that we should focus our time and resources elsewhere. The questions that will be addressed in this session include the following:
- What (if any) positive business results stem from customer delight?
- When (if ever) does delighting customers pay off?
- Does telling reps to delight customers have a dark side?
- What’s more important, delighting customers or reducing customer effort?
A PDF version of this session’s PowerPoint deck is available here. -
Networking Break
- February 11, 2014
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Keynote on Integrated Leadership for Sales Success
- February 11, 2014
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Here are six questions Dr. Klepper will answer during his presentation:
- What is the winning formula for achieving Integrated Leadership in your organization?
- In which period should you leverage your behavioral style and leadership practices?
- Where does your organization fall on the S-Curve?
- What behavioral dynamics must you master to gain the endorsement of others–colleagues and customers?
- What can we learn from Brooklyn Boulders’ Integrated Leadership?
- Can you apply an Integrated Leadership Model in your organization?
A PDF version of this session’s PowerPoint deck is available here. -
Breakfast
- February 11, 2014
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Competitive Presentation Sessions
- February 11, 2014
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