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Keynote Presentation: NACCM Customers 1st Conference, Nov 2009

Wednesday, February 03, 2010

Curtis Bingham and three Chief Customer Officer Council members were Keynote presenters at NACCM 2009: Customers 1st Conference, sponsored by Institute for International Research. The presentation was called: “The Ultimate in Customer Centricity: Chief Customer Officers Describe How Everyone Can Be A Loyalty Leader”

The CCO Council Panelists were: Tammy McLeod, Chief Customer Officer, Arizona Public Service; Bob Olson, Chief Customer Officer, Homestead Technologies, an Intuit Company; and Rudy Vidal, former Chief Customer Officer, InContact.

At the end of the session, the audience was asked to list their most valuable ‘take-aways’ from the session. Here are the top answers:

Top take-away strategies from Keynote session:

  • Support local establishments
  • Find unlikely allies
  • Have dissatisfied customers talk to management
  • Understand what emotions I want to drive, rather than what process to follow
  • You cannot separate employee engagement and customer loyalty
  • Make it everyone’s job

Below are media files of the session; to read a text transcript of the session, visit the Customer 1st blog linked below.

Audio only: NACCM Keynote Presentation Audio File (MP4)

Link to conference Homepage: http://www.iirusa.com/naccm/event-home.xml

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