Customer Centricity
Astute Planning. Flawless Execution.
Delighted Customers.

Issue #195

Monday, May 5, 2014


As a reminder, Craig Bailey, President and Founder of Customer Centricity, is a sponsor and speaker at SCORE 2014, taking place from May 21-23 at the Seaport Boston Hotel. Craig’s workshop, How to Optimize the Customer Satisfaction Survey Experience, is taking place on May 23 from 10:00 am to 10:50 am. He’ll be focusing on leveraging survey results to drive action plans designed to improve customer satisfaction and loyalty.

Craig recently had the opportunity to co-present in a webcast (Building a Customer-Centric Business Culture) with two of the SCORE panelists, and indicates, "This Taste of SCORE webcast demonstrated to me the high quality and caliber of speakers who will be at this event. Stephanie Sorrell (Director of Service Excellence, Mouser Electronics) and Dennis Fitzgerald (VP, Customer Satisfaction, Yaskawa America) presented the strategies their companies took to develop a Customer Centric Business Culture. They clearly outlined how becoming customer centric is a journey and not a destination. And, that it need not be overly complex - keep it simple!"

The very informative slides from each of the presenters are available by clicking here.

The 2014 SCORE Conference is the 12th annual event, drawing senior executives in customer service from organizations of all sizes.  They attend SCORE to get the latest thinking in customer experience management (CEM) strategy and how to apply those principles to customer operations, such as contact centers, tech support, live chat, service depots and other touch points. 

The SCORE Conference is produced by Omega Management Group Corp., experts in CEM strategy and employee training. Craig has been a panel moderator at past SCORE Conferences; this is the first time as an event sponsor and workshop presenter.

We have made arrangements with Omega to extend

a 50% SCORE registration discount to newsletter

subscribers. CLICK HERE for full event information and

to register at this discounted rate.

Besides Craig, attendees will hear from best-in-class industry leaders from companies including IBM, Oracle, Avaya, Red Hat, Pitney Bowes, Xerox, CA Technologies and Carl Zeiss Inc., all of whom will speak about innovative, yet proven, strategies for driving customer satisfaction, employee motivation and rewards, customer retention, and customer loyalty using big data analytics. These topics will strengthen your current CEM strategies and inspire new ideas for your organization.

We look forward to seeing Customer Centricity subscribers at SCORE. You can do so by taking advantage of the attractive registration discount.  For more information, please contact Laura Carroll at Omega: Her phone number is 978/715-2593.

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About Customer Centricity

In summary, we help companies:

  • Improve the Customer Experience and Operational Performance
  • Drive mission critical projects to conclusion

We invite you to check out the "Quick Links" below to learn more.

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