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CENTER FOR SERVICES LEADERSHIP

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INSTITUTE SPEAKERS


A CASE EXAMPLE
A case example allows you and your classmates to take a close look at companies who uniquely embody services best practices. Your preparation, perspective and participation are required to make this a lively and insightful discussion.
"People, Service, and Profit at Jyske Bank: A Scandinavian Transformation"
Roger Hallowell, Ph.D.
Manager Partner
The Center for Executive Development
There is no better way to find out what to do - or what not to do - to use services strategically than to delve into the inner workings of a service firm. Roger Hallowell will lead you though a thought provoking case study taught in the classic Harvard business case style.  He will draw you and your classmates into a high-level interactive discussion to discover the key ingredients in using services effectively as a competitive strategy, the importance of sound leadership and decision making to create a service company's game plan, and the ways a company's service culture and service offerings can effect the customer's experience.
"BEST IN CLASS" BUSINESS SPEAKERS
Our business speakers are dynamic presenters who share their most effective practices and inspire you to catch a vision for service excellence.
"Marketing in the Post-Web 2.0 Era"
Gary Bridge, Ph.D.
Senior Vice President and Global Lead, Internet Business Solutions Group
Cisco Systems
Technology advances are arriving at an unprecedented rate.  This means marketing professionals have new tools and opportunities.  But it also means that some traditional, tried and true principles are outdated and need to be abandoned.  This presentation will identify the major shifts and provide a road map for service marketing and management professionals and separate the real from the hype for best practices in the services space.
"Deviant Leadership: How to Move a Company in a Different Direction"
Gregory A. Reid
Senior Vice President and Chief Marketing Officer
YRC Worldwide
Yellow Corporation, a $3 billion transportation services company, went from being on the Fortune "worst list" in 1997 to #1 in its category on Fortune's list of Most Admired Companies in 2003.  Today, the company continues its transformation as YRC Worldwide, a $10 billion global enterprise that has retained its #1 ranking on the Most Admired list for four consecutive years, and was recently included on the Fortune list of America's fastest-growing companies.  Greg's presentation will help you to review the 8 Ps of change and transformation for your business or your career, discover how to use "Deviant Leadership" principles to truly be a change agent in your company, and identify customer needs and shape your business to create a customer-centric culture and how to create organizational passion to move mountains and to change attitudes.
FRAMEWORKS AND TOOLS
Frameworks and tools modules are "hands-on" sessions in which you will be able to learn a diagnostic tool that you can apply immediately to a specific operational area.

"Service Blueprinting: Building Services from the Customer's Point of View"
Amy Ostrom, Ph.D.
Associate Professor of Marketing
Arizona State University
Time and money are often spent revamping business processes, yet they still do not meet the needs of the firm or customers. Why?  Because the customer's perspective is left out.  Amy will describe the components of service blueprints, outline the design steps, and help you learn how to apply blueprinting to your company. 

"Excelling at Service(s) by Closing the Gaps"
Mary Jo Bitner, Ph.D.
PetSmart Chair in Services Leadership
Professor of Marketing and Academic Director
Center for Services Leadership
All businesses are service businesses - whether they recognize it or not.  And the most successful ones have figured out how to align their marketing, operations and people strategies around the customer.  Yet, most firms are not quite there, or are just beginning their services transformation.  In this session, Mary Jo will provide you with a strategic roadmap, which will serve as a framework for the course.  You will learn a process for closing the gaps between where you are and where you want to be on your services journey.
SERVICE EXPERTISE TOPICS
Service expertise topics are a combination of lecture and discussion from some of the world's most renowned experts in the area of services. You'll hear best practices from a range of other companies and the most recent research findings in service excellence.

"Profitable Customer Management"
Ruth N. Bolton, Ph.D.
Professor and W. P. Carey Chair in Marketing
W. P. Carey School of Business
Arizona State University
Customers are the best source for organic firm growth and increased profit.  But how to you determine the best strategy for managing customers for profit and growth?  In this session, Ruth will provide frameworks and tools to enable you to chart your own route to profitable customer management.  You will be able to determine which customers you want to serve, analyze what these customers care about, and understand how customer strategies work together to attract, maintain and defend profitable customer relationships.

"Competing Through People"
David E. Bowen, Ph.D.
The G. Robert & Katherine Herberger Chair in Global Management
Thunderbird
The Garvin School of International Management
People, both employees and customers, are at the heart of every service business.  If an organization cannot get the "people" part right, success will not follow, no matter how brilliant the strategy.  This session will highlight approaches for leveraging organizational capability as the basis for sustainable competitive advantage, building a strong organizational culture with a reinforcing set of human resource management practices in hiring, training and performance management systems, and creating high-performance customers.

"Service Failure Recovery: Restoring Confidence, Renewing Loyalty and Raising Revenues"
Stephen Brown, Ph.D.
Edward M. Carson Chair in Services Marketing
Professor of Marketing and Executive Director
Center for Services Leadership
Nobody's perfect, but that doesn't mean customers forgive service failures.  That's why service recovery is becoming core to firms' bottom-lines.  A recognized authority on service recovery, Steve will point out the impact of service failures, share how effective service recovery can boost customer retention and profits and outline the service recovery process.
"Leadership Through the Power of Persuasion"
Robert B. Cialdini, Ph.D.
W. P. Carey Distinguished Professor of Marketing
Regents' Professor of Psychology
Author, Influence, Science and Practice
W. P. Carey School of Business
Arizona State University
Cialdini's presentation will help you to identify the psychological principles that will most effectively influence others to say "yes" to your requests and recognize how to employ these principles in positive (rather than "manipulative") ways.  You will learn how to uncover the powerful principles that naturally reside in the influence situation and bring them to the surface for the long-term advantage of both parties.

Program Questions?
Please contact Alicia Holder at 480-965-6201, or at alicia.holder@asu.edu