Mon, Mar 17 – Wed, Mar 19, 2014 9:00 am – 5:00 pm
I will attend and speak at the Consortium for Service Innovation Annual Member Summit at Rancho Bernardo Inn in San Diego on March 18th and 19th. There will be several workshops on emerging methodologies, tools, and techniques to understand and continuously improve the customer experience and reinforce brand messages. Talks and speakers include:
- Customer Insight Metrics
Fred Van Bennekom, Great Brook Consulting
- Map and Improve Your Customer Experience
David Kay, DB Kay & Associates
- Nurturing an Online Community
Erica Kuhl, Salesforce.com
- Building Customer Empathy
Jim Pendergast, Sage
- Strategic Elements of a Customer Success Initiative
Greg Oxton, Consortium for Service Innovation
- Understanding Social Ties with Social Network Analysis
Marc Smith, Connected Action
I will be running hands-on workshops on Tuesday working with NodeXL to map company and market topics. Wednesday is a basic overview of networks, social networks, social media networks. I will talk about the value of networks for businesses. The network perspective makes it easy to recognize that the same number of people can organize themselves into a variety of connected structures and that some structures are better than others for various purposes.
An example is the map of the connections among the people who tweeted about Consortium member Sage North America.