Center for Services Leadership - Webinar and Webcast Downloads
Webinar and Webcast Downloads
Moving from Firefighting to Prevention Using the Voice of the Customer
Up to 30% of service workload is preventable. An effective VOC process can drive workload prevention efforts as well as support increased First Call Resolution. In thiswebcast, John Goodman, will show how the VOC process can impact both the service function as well as instigate improvement of other company processes. Keys to success are identifying a broader range of causes, linking contact data to operations data and obtaining strong CFO support.
Boundless Service Innovation: The Power of Combining Service & Job-Centric Insights
Are you looking for a novel, market-shaping perspective to guide service innovation? Are you seeking escape from the trap of simply adding features to existing offerings? This webcast introduces four premises to help your company remove the mental constraints on service innovation that come with how things are done today. Relying on the complementary insights of service-dominant logic and the customer job-to-be-done, the webcast provides executives and scholars alike with a boundless perspective on markets, offerings, value, resources, and even customers an contexts. The webcast is led by Lance Bettencourt, Ph.D., Partner, Service 360 Partners, a consultancy focused on helping companies excel at service. He is also a Distinguished Marketing Fellow with the Neeley School of Business, Texas Christian University. You may register for the webcast by visiting: my.wpcarey.asu.edu/csl/boundlessserviceinnovationwebcast.
Getting Your CFO To Buy Into The Business Care For An Enhanced Customer Experience
John Goodman, Vice Chairman, Customer Care Measurement and ConsultingResearch has shown that Voice of the Customer (VOC) efforts that have CFO buy-in are considerably more effective at getting important customer issues fixed. Winning CFO approval for investing in the customer experience is no easy matter. Those charged with persuading the CFO to make such expenditures face certain challenges in leveraging the necessary resources and breadth of authority to deliver a world class customer experience. In this webcast, drawing on his work with companies recognized for their customer-centricity, Mr. Goodman will provide insights and a proven protocol for building a business case for evaluating service and quality investments.
Breaking the Code to Becoming a More Solutions-Driven Company: Understanding the Role and Impact of Solutions Marketers
In early 2012, the CSL supported several business associations and solutions marketing advisory groups in their efforts to shed light on Solutions Marketers and the Solutions Marketing function within business-to-business companies. This one-of-a-kind study, conducted in partnership with ITSMA, collected and analyzed input from 133 Solutions Marketers from 92 companies. In this webcast, Steve Hurley, Managing Director of Solutions Insights, Inc. shares key findings from the study. You can access this webcast at the link above or here.
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.