1. Customer Experience Management Training 2010
Learn How to Design
a Performance-Driven
and Memorable
Customer Experience
January 25–26, 2010
Arlington, VA
Customer Experience
Management Training 2010
Maximize the You Will Learn to:
Customer Define Your Customer Experience Intent
Identify the customer’s wants and needs to design your approach towards
Experience enhanced customer experience and improved profits
to Improve Understand “Experience Disconnects” from the Customer Perspective
Learn how poor experiences influence customer satisfaction and ways to avoid
Customer under-delivering on consumer expectations
Satisfaction, Learn How to Engage Employees in Experience Creation and Delivery
Loyalty and Enable employees to work towards creating memorable customer experiences
Utilize Key Metrics to Monitor and Measure Customer Experience
Profitability Incorporate customer and employee performance metrics into your existing
performance management system for improved results
In Association with:
www.ASMIweb.com/Customer 1
www.ASMIweb.com/Customer

2. day one
Customer Experience Management Training 2010
January 25, 2010
8:30
Conference Registration & Continental Breakfast
9:00
Be Proactive with the Customer Experience
Build a business case for enhancing customer experience
Integrate experience into product design
Identify and communicate the ROI of the customer experience
10:15
Break & Refreshments
10:30
Live Your Customer’s Experience Today
Determine your current customer touch points
Understand touch point transactions
Map the current state experience
12:00
Lunch Break
who should attend:
All C-Level, VP’s, Managers and Directors of:
Customer Experience Strategy & Development Communications
Customer Service, Care & Support Operations
Customer Loyalty, Satisfaction & Retention Technical Support
Training & Development Sales
2 www.ASMIweb.com/Customer

3. day one
Customer Experience Management Training 2010
January 25, 2010
1:00
Analyze the Customer Experience
Objectively assess the current customer experience
Place yourself in the mindset of the customer
Utilize customer data and determine new methods of generating customer profiles
2:15
Break & Refreshments
2:30
Enable the Customer Experience
Integrate the human factor in enabling and promoting the customer experience
Educate employees on the value of the customer experience and engage them to act
Build a supportive reward and recognition system
4:30
Day One Adjourns
top five reasons to attend:
Sell the value Measure the ROI Integrate Develop Engage
great customer of enhancing the customer employee employees on
experience has on the customer experience into performance the value of
profitability experience in product design metrics into the customer
both products and marketing existing experience with
and services performance a reward and
management recognition
initiatives system
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4. day two
Customer Experience Management Training 2010
January 26, 2010
8:30
Continental Breakfast
9:00
Design the Customer Experience
Recognize the difference between physical and emotional experience design
Segment experiences by customer types and customer values
Prioritize touch point experiences and avoid technology traps
10:15
Break & Refreshments
10:30
Use a Hands-On Approach to Customer Experience
Take the knowledge learned so far and apply it using a hands-on approach
Create your own experience design
Set experience standards along the way
12:00
Lunch Break
1:00
Execute the Customer Experience
Generate buy-in from the executive suite down to the shop floor
Communicate the need for a memorable customer experience with your employees
Maintain focus and engagement through the customer experience process
2:45
Break & Refreshments
3:00
Measure Experience Achievement
Set experience performance metrics for the customer and the employee
Refer to Balanced Scorecards and performance monitoring systems to track measures and metrics
Utilize historical data to improve your customer experience
4:30
Training Adjourns
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5. Customer Experience Management Training 2010
In-House Training
One of the more popular vehicles for accessing the Institute’s educational offerings is the delivery of on-site
trainings and management facilitations. Bringing a training or facilitation in-house gives you the opportunity to
customize a program that addresses your exact challenges and provides a more personal learning experience,
while virtually eliminating travel expenses. Whether you require training for a small group or for an organizational-
wide initiative, the advanced learning methods employed by the Institute will create an intimate training
atmosphere that maximizes knowledge transfer to enhance the talent within your organization.
CUSTOMIZATION
We realize that not all obstacles can be overcome by applying an “off-the-shelf solution”. While many training
providers will offer you some variation of their standard training, the Institute’s subject matter experts will work
with you and your team to examine your programs and determine your exact areas of need. The identification
of real life examples will create a learning atmosphere that resonates with participants while at the same time
providing immediate return on your training investment. Using interactive exercises that employ actual projects
or scenarios from your organization, instructors can address specific challenges and align the curriculum of each
session to your objectives. While the majority of on-site trainings are focused on smaller groups, the Institute also
has the ability to accommodate organizational-wide training initiatives. Utilizing multiple instructors, the Institute
has the capacity to deliver courses to groups of up to 300 participants per day.
AREAS OF EXPERTISE
On-site delivery of single courses, certification programs and entire packages of specialized courses are available
in the following areas:
Strategic Planning Workforce Management Program Evaluation
Performance Measurement Budgeting and Forecasting Administrative Management
Project Management Contracting Change Management
Lean Six Sigma Performance Reporting Balanced Scorecard
For more information about in-house training options available to you, please contact Blake Humble at
858-866-9532 or email him at Blake.Humble@ASMIweb.com
speaker biography
Roy A. Barnes
Senior Fellow, ASMI; Former SVP, Marriot Vacation Club International; President, Blue Space Consulting
Mr. Barnes is currently head of Blue Space Consulting, an Orlando-based consulting firm specializing in strategic
planning, customer experience design and change management.
Formerly Senior Vice-President for Customer Experience and Development with Marriott Vacation Club, Roy was responsible for
both global strategic management and customer vacation experience strategy for Marriott Vacation Club International (MVCI), the
leisure/vacation ownership division of Marriott International.
A twenty year veteran of the hospitality business, he has successfully led efforts both within Marriott International and MVCI to
improve operations, process management and performance accountability at all organizational levels. Co-leading efforts at
Marriott International on Sales 2000, a top to bottom restructuring of the Sales and Marketing effort as well as leading the process
re-engineering work with MVCI’s Customer Relationship Management effort, Mr. Barnes is well acquainted with all aspects of the
organizational challenges of customer focused business transformation.
Mr. Barnes graduated from Grinnell College and is a frequent guest lecturer (Cornell University, University of Maryland, Fordham,
University of Central Florida). Mr. Barnes is currently a member of the editorial board of 1to1 Magazine.
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6. Customer Experience Management Training 2010
Logistics & Registration
Venue and Hotel: Cancellation Policy
For live events: ASMI will provide a full refund less $399
Customer Experience Management Training 2010 administration fee for cancellations four weeks before the event.
will be held at the Performance Institute’s Training If cancellation occurs within two weeks prior to conference start
Center in Arlington, VA, just one block east of the date, no refund will be issued. Registrants who fail to attend
and do not cancel prior to the event will be charged the entire
Courthouse stop on the Orange Line of the DC registration fee.
Metro. A public parking garage is located inside
of the building for $10/day. Continental breakfast, All the cancellation requests need to be made online. Your
refreshments and lunch will be provided for delegates confirmation email contains links to modify or cancel registrations.
Please note that the cancellation is not final until you receive a
on each day. written confirmation.
The Performance Institute Conference Center
Payment must be secured prior to the conference. If payment
1515 N. Courthouse Rd., Suite 600 is not received by the conference start date, a method of
Arlington, VA 22201 payment must be presented at the time of registration in order to
877-992-9522 guarantee your participation at the event.
A limited number of rooms have been reserved at
the Arlington Rosslyn Courtyard by Marriott at the Quality Assurance
ASMI strives to provide you with the most productive and
prevailing rate of $209.00 until December 25, 2009. effective educational experience possible. If after completing
Please call the hotel directly and reference code the course you feel there is some way we can improve, please
“Customer Experience” when making reservations write your comments on the evaluation form provided upon your
to get the discounted rate. The hotel is conveniently arrival. Should you feel dissatisfied with your learning experience
and wish to request a credit or refund, please submit it in writing
located three blocks from the Rosslyn Metro station. no later than 10 business days after the end of the training to:
Please ask the hotel about a complimentary shuttle
that is also available for your convenience. ASMI: Corporate Headquarters
805 15th Street NW
Arlington Rosslyn Courtyard by Marriott 3rd Floor
1533 Clarendon Blvd. Washington, D.C. 20005
Arlington, VA 22209
Note: As speakers are confirmed six months before the event,
Phone: 703-528-2222 / 1-800-321-2211 some speaker changes or topic changes may occur in the
www.courtyardarlingtonrosslyn.com program. ASMI is not responsible for speaker changes, but will
work to ensure a comparable speaker is located to participate in
the program.
Tuition & Group Discounts: If for any reason ASMI decides to cancel this conference, ASMI
The tuition rate for attending the Customer accepts no responsibility for covering airfare, hotel or other costs
incurred by registrants, including delegates, sponsors and guests.
Experience Management Training 2010 is as follows:
Early Bird Rate Regular Rate Discounts
$1199 $1399 • All ‘Early Bird’ Discounts must require payment at time of
registration and before the cut-off date in order to receive any
discount.
For more information on group discounts please • Any discounts offered whether by ASMI (including team
discounts) must also require payment at the time of registration.
contact Blake Humble at 858-866-9352 or email • All discount offers cannot be combined with any other offer.
him at Blake.Humble@ASMIWeb.com. • Discounts cannot be applied retroactively
6 www.ASMIweb.com/Customer

7. Customer Experience Management Training 2010
Logistics & Registration
to register
Call Fax this Form to Visit
877-992-9522 866-234-0680 www.ASMIweb.com/Customer
Registration Form
Yes! Register me for Customer Experience Management Training 2010
Please call me. I am interested in a special Group Discount for my team
Delegate Information
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Organization Dept.
Address
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Telephone Fax Email
Payment Information:
Check
Purchase Order / Training Form
Credit Card
Credit Card Number Expiration Date Verification no.
Name on Card Billing Zip
Please make checks payable to: The Performance Institute
Priority Code: B304-WEB
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8. ASMI’s vision
In this challenging economic landscape, organizations must develop and execute
innovative strategies to survive and thrive. Performance and process improvement
methodologies give managers the tools they need to run leaner, more efficient businesses.
The mission of the American Strategic Management Institute (ASMI) is to connect business
leaders with best-in-class practices and training to address management challenges
and improve results. ASMI has grown into one of the nation’s most innovative training
providers, combining market research and industry insight to deliver experiences and tools
to inspire leaders and grow businesses. Through virtual sessions, national summits, training
programs and consulting services, ASMI brings together leaders to share insights, ideas
and actions to transform organizations.
Areas of Focus:
Performance Management: Using business analytics to drive strategy
Process Improvement: Leaning processes for efficiency and quality improvement
Financial Management: Budgeting and forecasting for better decision-making
Project Management: Managing projects to deliver results on time, within scope and in budget
Leadership Development: Building leadership skills to manage in times of change and conflict
Services:
Virtual Training Briefings 90-minute training sessions for the latest tools and
techniques to deliver results.
National Summits National events allowing business leaders to share best practices
and strategies for success.
Training Programs Methodology-based training modules in management
competencies, offered publicly or custom-designed for your organization
Consulting Services Field experts who can bring bold change to your workforce,
planning processes.
ASMI Corporate Headquarters
805 15th Street, NW, 3rd Floor
Washington, DC 20005
Ph: 877-992-9522 Fax: 866-234-0680
www.ASMIweb.com