Webinar Downloads
June 27, 2012 Webinar: "Applying State of the Art Innovation Techniques to the World's Most Pressing Social Issues" by Sandra Bates, Managing Director, The Innovation Partners.
May 24, 2012 Webinar: "Branding & Customer Service - Who's On First?" by Kathy Heasley, Principal, Heasley & Partners, Inc.
April 04, 2012 Webinar: "Building Qualified Customer Leads From the Brand Up" by Kathy Heasley, Principal, Heasley & Partners, Inc.
March 14, 2012 Webinar: "The Impact of Web 2.0 on Customer Buying Intentions: Figures, Facts, & Myths" by Marc A. Grainer, Chairman, Customer Care Measurement & Consulting.
February 15, 2012 Webinar: "Reflections on the 2011 National Customer Rage Survey: Rethinking the Doctrines of Extraordinary Customer Care" by Scott Broetzmann, President and Chief Executive Officer, Customer Care Measurement & Consulting, and Mary Jo Bitner, Ph.D., PetSmart Chair in Services Leadership, Professor and Executive Director, Center for Services Leadership, W. P. Carey School of Business, Arizona State University.
January 31, 2012 Webinar: "Growing Service Solutions - Implementing the Service Infusion Continuum" by Stephen W. Brown, Ph.D., Emeritus Carson Chair and Professor of Marketing, Distinguished Faculty - Center for Services Leadership, W. P. Carey School of Business, Arizona State University, and Mary Jo Bitner, Ph.D., PetSmart Chair in Services Leadership, Professor and Executive Director - Center for Services Leadership, W. P. Carey School of Business, Arizona State University
December 06, 2011 Webinar: "Going Beyond Loyalty: From Customer Service to Increased Shareholder Value" by Douglas Morse, Managing Principal, Services Transformation and Innovation Group, LLC, and Dan Wiersma, General Partner, Services Transformation and Innovation Group, LLC
November 16, 2011 Webinar: "Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprint" by Dr. Lia Patricio, University of Porto - Portugal and Dr. Raymond Fisk, Texas State University - San Marcos
October 06, 2011 Webinar: "Keys to Organic Growth and Customer Management: Insights From ISBM Research and Member Firms" by Ralph Oliva, Executive Director and Professor of Marketing, Smeal College of Business - Penn State.
September 20, 2011 Webinar: "Transformative Service: Improving Access and Equity in Financial Services and Healthcare" by Dr. Laurel Anderson, W. P. Carey School of Business - Arizona State University and Dr. Sterling Bone, Marriott School of Management - Brigham Young University.
December 8, 2010 Webinar: "Developing a Strategy to Harness Social Networking Services" by Julie Smith David, Ph.D., Associate Professor and Director, Center for Advancing Business through IT (CABIT), Department of Information Systems.
November 17, 2010 Webinar: "The Winning Combination: Aligning your Strategic Account Management Strategy with your Services and Strategy" by Mike Byrnes, INSIGHT Group Managing Partner and Gus Maikish, INSIGHT Group Partner.
October 6, 2010 Webinar: "Culture for Service Excellence" by Sara Moulton Reger, Transformation Program Executive, Delivery Excellence Transformation, IBM Integrated Technology Delivery.
September 15, 2010 Webinar: "Leveraging Online Brand Communities for Service and Success" by Dr. Charles Noble, CSL Research Faculty and Morris Lewis Lecturer, Associate Professor of Marketing, The University of Mississippi.
August 11, 2010 Webinar: "Service Innovation: It's All About Getting the Job Done" by Lance Bettencourt, Ph.D., Senior Strategy Advisor, Strategyn, and Author, Service Innovation: From Customer Needs to Breakthrough Services.
June 16, 2010 Webinar: "Balancing Risk and Return in a Customer Portfolio" by Dr. Michael Hutt and Dr. Beth Walker from the W. P. Carey School of Business at Arizona State University.
May 19, 2010 Webinar: "Effectively Driving Change" by Dr. Douglas Olsen, Associate Professor of Marketing, W. P. Carey School of Business, Arizona State University.
April 28, 2010 Webinar: "Reinventing Business for the Next Decade" by Jim Champy, Dell Perot Systems, Consulting Practice and New York Times' Bestselling Author of Re-engineering the Corporation, Outsmart!, Inspire! and Deliver!
February 17, 2010 Webinar: "Moving Forward and Making a Difference: Research Priorities for the Science of Service" by Drs. Mary Jo Bitner and Amy Ostrom, Center for Services Leadership, W. P. Carey School of Business at Arizona State University
January 20, 2010 Webinar: "Georgia's Roadmap to Faster, Friendlier, Easier Customer Service" by Joseph Doyle, Director and Administrator, Georgia Governor's Office of Customer Service and Consumer Affairs
October 21, 2009 Webinar Sponsored by IBM:"Service Science: Practice, Theory, Teaching and Future" by Dr. James C. Spohrer, Director of IBM Global University Programs.
September 30, 2009 Webinar: "Service Metrics: Current Practices and Future Opportunities" by Dr. Vicki Smith Daniels, Professor of Supply Chain Management, W. P. Carey School of Business, Arizona State University
August 26, 2009 Webinar: "Transforming Product-Dominant Companies to Services" presented by Dr. Steve Brown, Executive Director and Professor, Center for Services Leadership
Check back often for newly added webinar downloads.
