Kelly Ritchie
Senior VP Employee and Customer Services
Question - How does a company achieve
an A+ grade for its Customer Service people and
a Top Ten ranking in the 2009 Customer Service
Elite listing from Bloomberg Businessweek?
Answer - Hire Kelly Ritchie to oversee
your customer service operations!
World-class customer service and quality products
begin with great people. Kelly Ritchie has devoted
her entire career to making Lands' End a great
place to work, spending time with employees and
listening to their insights. All of operations
including call centers and distribution centers
report directly to Kelly. She also directs initiatives
that make Lands' End a great place to work, including
the Comer Activity Center, the on-site clinic,
the back-up childcare center and more.
Kelly will share her first hand experience with
putting
to work in a top-down strategy that produces consistent,
positive results for employees, customers, and
Lands' End!
Nancy Porte
Vice President Customer Care
With over 20 years experience, Nancy is responsible
for the Voice of the Customer program while managing
customer support, customer training and CRM systems.
VOVICI may not be a house-hold name, but the software
they build and provide helps companies measure
and evaluate "voice of the customer"
data that is vital to the process of building
strategies that match customers expressed needs.
Prior to joining Vovici, Nancy served as Senior
Director, Technical Field Operations at Approva,
a provider of continuous controls monitoring solutions
based in Reston, Virginia. While at Approva, Nancy
implemented a comprehensive client services strategy,
resulting in 100% retention of customers over
her tenure. Nancy has implemented successful client
support and retention strategies at several other
DC-area companies including Monster Government
Solutions, iDEFENSE and CareerBuilder.
Nancy has a solid practitioner view and fully
understands what is important to customers and
how to build an organization that builds its strategies
after that information and data. Her keynote will
focus on how attendees can become "Chief
Customer Officers" - without the title -
driving initiatives that will make a difference
in your organization.
Scott Broetzmann
President & CEO
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Listen to Scott talk about his ICSA Keynote
Scott is co-founder, President & CEO of Customer
Care Measurement & Consulting (CCMC). CCMC
provides measurement and consulting services to
a broad range of companies seeking a competitive
advantage and improved profitability through better
customer care. With nearly 20 years experience
as a leader in the customer care and customer
satisfaction fields, Scott has worked with more
than 300 companies across a diverse set of industries.
His work has been featured in The Wall Street
Journal, The New York Times, USA Today, the CBS
Early Show, CNN, Business Week, The Washington
Post, Forbes.com, AOL, and MSNBC.
Scott is going to focus on what the latest research
on customer satisfaction tells us about how most
organizations are MISSING THE MARK! Service decisions
are often times made in a vacuum, void of realizing
what customers really think and feel. Drawing
on his work with over 300 companies from a wide
variety of sectors, Scott contends that this decreased
satisfaction is a predictable result of implementing
customer care practices that have been formulated
in a vacuum, without regard for their measurable
impact on customer satisfaction and loyalty.
This keynote session challenges you to reconsider
conventional wisdom about how to measure and,
more importantly, manage the customer care experience.
