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3/9/2012
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When:
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Friday
7:15 AM
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Where:
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The University Club
39 E. Monte Vista Road
Phoenix, Arizona 85004
United States
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Contact:
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Ann Videan and Ted Szaniawski
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Online registration is closed.
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« Go to Upcoming Event List
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March 9, 2012
7:15–7:55 a.m. Registration, breakfast,
introductions and announcements
7:55–8 a.m. Franklin Covey Tip
8–9 a.m. Charlie’s presentation
9–9:10 a.m. Q&A and speaker
gift
presentation by Franklin Covey
9:10–9:30 Member networking
| Customer Loyalty and
How to Generate it
With Charles Tombazian
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As our business environment continues to challenge all companies and consultants, creating and retaining loyal customers is key to weathering the storm. IBM’s annual CEO study bears out that "Staying close to our customers” has risen to the top of leaders’ priority list. Indeed without "regulars,” your clients’ businesses will be challenged to succeed and possibly even survive .
Many companies have never measured the value to their business of their coveted "A-list” of customers. Even more are not able to define when they have actually "lost” a customer. Thus, they are uncertain of the cost/benefit of acquiring, retaining or losing them. With the economy showing signs of positive growth again, we must assist our clients in nurturing their best customers and understanding their value.
Doing this requires engaged employees who grasp the impact their behavior has on the client experience and how they can raise their game.Charlie will share economic insights he uses to get leader’s attention, and provide simple methods you can use to help your clients "out-behave their competition” in route to better customer experiences, resulting in increased loyalty and profitable growth.
About Your Presenter: Charles Tombazian
 Some of you may recognize Charlie Tombazian from years past in IMC. He says he’s "looking forward to reconnecting with old friends and making some new ones.”Charlie is currently President, Innovative Strategies LLC, a management consulting firm specializing in strategic planning, customer experience improvement, leadership development, and culture/team building.
Charlie is also a partner with Dean Newlund, Mission Facilitators International, in their new venture, S2SLeadership (success to significance). They assist successful companies in achieving higher and higher levels of significance through a suite of unique consulting services, assessment products and tools. In his 37-year management and consulting career he has consulted across the U.S. with more than 50 companies of all sizes and industries.
Agenda (7:15 a.m.–9:30a.m.)7:15–7:55 a.m. Registration, breakfast, introductions and announcements 7:55–8 a.m. Franklin Covey tip 8–9 a.m. Charlie’s presentation 9–9:10 a.m. Q&A and speaker gift presentation by Franklin Covey 9:10–9:30 Member networking When:Friday, March 9, 20127:15 AM - 9:30 AM Where:The University Club 39 E. Monte Vista Road Phoenix,Arizona 85004 Register:Members $30/Non-members $35
Contact: Ann Videan and Ted Szaniawski (programs@imcaz.org) |
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Chair and CEO, IMC USA
Executive Director, IMC USA