LPWire: ICCM-West to Discuss How Mickey Mouse Became a Customer Relations Icon
ICCM-West to Discuss How Mickey Mouse Became a Customer Relations Icon; Noted Disney Veteran Heads Program Agenda
Two high-powered educational tracks and a keynote from the man once responsible for turning Mickey Mouse into a customer relations dynamo will highlight ICCM-West, November 17-19, 2003 at the Century Plaza Hotel in Los Angeles. (www.iccm.com)
Doug Lipp, formerly head trainer for The Walt Disney University and author of "Even Monkeys Fall from Trees: The Balance of Art and Science for Outstanding Customer Service," will share the unique culture of customer service that sets Disney apart. Lipp's informative and humorous style has made him one of the nation's most sought-after speakers on customer relations. No one should miss his "Life as Tigger" story. Lipp will address the conference on Tuesday at 9:00 AM.
Dan Coen author of "Building Call Center Culture" and "Inspiring Call Center Performance" will be the featured speaker for a second keynote, "Building Culture in Your Contact Center," on Wednesday at 9:00 AM. Coen, president of DCD Publishing and Communications, will focus on the people-to-people side of contact center management, building a culture of trust, open communication and action plans to inspire performance.
Michele Crocker, vice president, North and South America for Herbalife International of America is featured at Wednesday's general session at noon: "Putting Theory in to Practice." Herbalife is internationally known for its customer orientation. Crocker will discuss Herbalife's use of benchmarking to improve efficiencies and effectiveness.
The ICCM-West program agenda has been constructed in technology and management tracks to enable conference attendees to focus on the key issues they face on an everyday basis. Leading experts and analysts will lead sessions on emerging technologies and strategies for improving performance in customer management.
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--Posted November 14, 2003
Source: Advanstar