As a consumer, you know the joy of receiving a package before the estimated delivery date or the satisfaction of a swift reply to a service question posed on Twitter. And, as a professional, you know that your organization needs to offer that same high quality customer service.
As price and selection converge online, customer service is the new battleground. If you’re not thinking about customer service at a high level, it’s time to start.
The 2012 STELLA Summit - to be held Oct. 9 at Trump Soho in New York – is an invite-only, executive-level conference focused on how to improve and bring innovation to the service experience. Expect robust, interactive discussions featuring executives from top retailers and disruptive start-ups alike.
You’ll hear a keynote presentation from Frances Frei, Professor in the Technology and Operations Management Unit at Harvard Business School and the Senior Associate Dean, Director of Faculty Planning and Recruiting. Frei is the best-selling author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business (Harvard Business Review Press). Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.
You’ll also hear from a new class of ecommerce innovators that has emerged in New York. These companies have won customers and venture backers by cutting stores from the supply chain, thinking smartly about product discovery and disrupting pricing models that have ruled retail for decades. These companies are also changing the service industry, raising expectations for how customers should be treated. In this panel moderated by Forerunner Ventures Managing Director Kirsten Green, you’ll hear from Chloe & Isabel CEO Chantel Waterbury, Bonobos CFO Bryan Wolff, Warby Parker Co-Founder Dave Gilboa and Birchbox CEO Katia Beauchamp.
Whether for celebration or sympathy, the recipients of flowers are among the most emotional customers in retail. As Chief Operating Officer of 1-800-Flowers, Timothy Hopkins knows his company must please both gift-giver and recipient for every order. Hopkins will share his company’s thoughts on how their business is as much about delivering smiles as it is delivering flowers and chocolates.
A full day of excellent speakers focused on improving the service experience has been set, making STELLA Summit a must-attend event if you’re a retail executive looking to differentiate from the competition with the type of service that creates loyal customers. While space is limited, an invitation to the event can be requested at http://stellaservice.com/summit.