Delivering the Ultimate Experience!

Here’s an Idea!

Delivering the Ultimate Experience: The Power of Connecting With Customers Through Your Front-line Employees
A Case Study Presentation by Maritz and Disney Institute

DATE: April 1, 2008

TIME: 11amPT/ 12pmMT/ 1pmCT/ 2pmET

PRESENTERS
Brian Carlin, President, Maritz Learning
Scott Milligan, Business Program Consultant, Disney Institute
Marla Chupack, Moderator, American Marketing Association

COST: Complimentary

Click Here to Register NOW

*This webcast is broadcasting live only at the special time listed. An On Demand recording and copies of the slide deck will not be available. So, please be sure to mark this on your calendar. You won’t want to miss it!

Improving the customer experience through your people is challenging. Achieving alignment throughout your organization is critical. Changing employee behavior can seem impossible. So what can you do? Don’t fall into the traps that so many organizations do – simply mandating improvement and providing a one-size fits all solution. Instead, learn from Disney and Maritz about other organizations that are making a difference.

Benefits of Attending:
In this webcast Maritz and Disney Institute join forces to present best practices and share a case study to demonstrate how to enable organizations to Understand, Enable and Motivate their employees to deliver the best Customer Experience.

• Learn how the experts at worldwide Disney Resorts build customer loyalty by consistently exceeding guests’ expectations. With enviable repeat business statistics, all Disney locations deliver top-notch service all day, every day, and it’s not magic. Understand how Disney Institute helps organizations benchmark the business behind the magic that enables them to deliver superior customer experiences.
• Gain valuable insights as Maritz shares best practices to improve your customer experience, by understanding the high value customer issues for each location, enabling improvement by engaging employees closest to the customer to develop solutions, and motivating them to implement and sustain new behaviors to deliver the desired customer experience.
• Learn about a real example of a Customer Experience improvement initiative. Maritz and Disney Institute share how companies implement an integrated approach, first benchmarking Disney’s best practices and then connecting customer experience research, customer experience strategy, customer centric organizational learning and employee-enabled process improvement.

Who Should Attend?
Senior Executives and Managers of:

• Customer Service/Customer Experience
• Customer Relationship Management
• Retail Operations
• Training and Development
• Sales
• Marketing