Presented by
The Center for Services Leadership with IBM
- AAA of Arizona
- Charles Schwab
- Customer Care Measurement & Consulting
- Harley-Davidson Motor Company
- Marriott International, Inc.
- McNichols Company
- Oracle
- Sony
- United Stationers, Inc.
Symposium Fees
Team Rates
3-5 people - $1,350/ea
6-8 people - $1,250/ea
9-14 people - $1,150/ea
15-19 people - $1,100/ea
20 people - $950/ea
Individual Rates
Until October 6
Center Member or Program
Alumni* - $1,450/ea
Non-Member - $1,600/ea
Non-Profit** - $950/ea
Services Blueprinting
Workshop - $550/ea
After October 6
Center Member or Program
Alumni* - $1,600/ea
Non-Member - $1,700/ea
Non-Profit** - $950/ea
Service Blueprinting Workshop
November 5, 2008
$550 per person
We are currently in the process of lining up what will surely be another dynamic learning experience this November. Speakers we have confirmed to date include:
Jim Spohrer, Director, Almaden Services Research at the IBM Almaden Research Center and Dave Ridley, Senior Vice President, Marketing and Revenue Management, Southwest Airlines.
We will be bringing you a complete website, along with the program agenda and online registration soon. If you haven’t already, you may SIGN UP to receive updates and information on the Symposium.
Live Outside the Norm and Join Those Who Have Dared to Differentiate
In business, there is one decisive moment when the choice to separate and set one's self apart becomes evident. Brought to you by the Center for Services Leadership at Arizona State University, the 19th Annual "Compete Through Service" Symposium is the premier executive education event that helps you seize that opportunity by showing you how to:
- Design and deliver "out of the box" customer service
- Create and promote new, innovative services
- Construct value-added, revenue-producing services
- Establish a service culture that differentiates
- Instill an unrelenting focus on the customer
Program questions? Please call us at 480-965-6201 and reference the Symposium.
DOWNLOAD BROCHURE (1.7 MB)
DOWNLOAD PROGRAM SCHEDULE (54 KB)
Our Speakers
View All Speakers
Don't Miss the Optional Add-on Session
Amy Ostrom, Ph.D.
W. P. Carey School of Business Arizona State
University
In this interactive, hands on workshop, Dr. Ostrom will describe the components of service blueprints, outline the design steps, and help you learn how to apply blueprinting to your company.
Barry Asmus, Ph.D.
Former Senior Economist for the prestigious National Center for Policy Analysis
Dan Wiersma
Senior Vice President,
Sony Service Platform
Sony Electronics, Inc.
Jack Bruner
Executive Vice President
Strategic Development and Marketing
CVS Caremark
Gary Bridge, Ph.D.
Senior Vice President and Global Lead,
Internet Business Solutions Group
Cisco Systems
Jack Mitchell
CEO
Mitchells/Richards/Marshs and author of "Hug Your Customers" and "Hug Your People"
Tony Hsieh
CEO
Zappos
Dave Lewis
Senior Innovation Consultant
?What If!
The Innovation Company
Saad Toma
General Manager of Technical Support
IBM Global Technology Services Americas
IBM
Sean Skelley
Senior Vice President, Services
Best Buy, Co., Inc.
Seth Kiner
Director of Customer Experience
Management & Marketing
Southern California Edison
Robert Roliardi
Executive Vice President
Sales, Marketing and Service
PEARSON
View All Speakers
"I have attended a number of conferences and symposiums–this is the first that consistently offered superior, relevant, high-quality speakers from beginning to end."
Lynette Kaminski
Manager
ABD Insurance
"If you haven't totally bought into and believe in services driving business, spend 2 days w/ the CSL–it is a logical progressive step."
Graham Tutton
Vice President
DataCo, LLC.
"Today inspired me to do more! I was more energized and excited to bring these ideas back to work and try to incorporate these great ideas and concepts."
Kari Tomplin
Manager, Digital Communications
Tri-west Healthcare
"A true holistic eye-opener for what is going on in the service industry today, AND what will happen tomorrow."
Morten Soger Nielsen
Customer Engagement Manager
SAP
"With the busy schedule of most executives these days, if I had to commit to only one program outside of the office that will help me improve the bottom line of our business by improving our focus on service, this is the program that I would attend each year."
Gregory A. Reid
EVP & CMO
YRC Worldwide
"CTS is a singularly stellar event–this event consistently inspires excellence and has provided me with innumerable thought-provoking methodologies to improve myself and my organization."
Frank Baselicé
Vice President
AIR Marketing
"Quality is assumed, delivery and price are the ante to the game, but customer service is what differentiates leaders from followers in the market. ASU's service symposium provides an unbelieveable forum for critical knowledge in how to succeed through service."
John Beimfohr
Director of Integration
Avnet
This conference pushed my 'reset button' by hearing real-world approaches to customer service by industry leaders who shared their Achilles' heels and how they overcame their deficiencies.
Betty Wolf
Executive Director
Eisenhower Medical Center
The CSL not only reiterated the basics–which are sometimes buried by the everyday–but highlighted new concepts and thoughts in developing excellent customer service.
Jody FitzGibbon
Communications Associate
Chase
A fantastic and comprehensive program on how services and services marketing can impact both B2B and B2C companies–large and small. If you can implement just one or two ideas from the entire learning experience, these certainly will impact the bottom line. The CSL is a true thought leader in services.
Pat O'Morrow
Business Development Manager
Diebold, Inc.
The curriculum was spot-on for me. What I learned over the past three days would have required months of research to gather. Thank you for helping me accelerate learning
Kim Gravell
Vice President, Innovation
Cardinal Health
This event continues to provide countless practical examples of service excellence that can be applied across industries year after year. Three days at the event inspires me to deliver strategic customer solutions all year long.
Natalie Higgins
Senior Vice President, Service Quality
Chase
Additional Information
Hotel and Travel Information
THE RITZ-CARLTON HOTEL
2401 E. Camelback Rd., Phoenix, AZ 85016
602-468-0700
http://www.ritzcarlton.com
Attendees Are Responsible for Booking Hotel Reservations
Call the Ritz-Carlton directly and mention the "ASU Symposium" to receive the $245 (single or double) special room rate. The hotel reservation deadline is Monday, October 6, 2008. Reservations made after this date are subject to availability and at a rate determined by demand.
The Registration Fee Includes
Admission to all sessions, your program materials, two evening receptions, a plated lunch, two continental breakfasts, snacks and refreshments for breaks throughout each day.
Cancellation Policy
If your plans change and you cannot attend, a colleague can attend in your place–just call and let us know. Registrations cancelled any time prior to Friday, October 24, 2008 are not subject to any fee. Cancellations after that date are subject to a $100 service charge, or your registration fee can be transferred to next year's program.
Registrations cancelled after the program begins are subject to the full registration fee.
If disability-related accommodations are required, please call 480-965-6201 at least 14 business days prior to the event.
