Event: American Strategic Management Institute

February 23-24, 2009 | Washington, DC

Agenda

Day One

8:30
Continental Breakfast & Conference Registration

9:00
Keynote Address: Build a Customer-Centric Culture of Performance in Your Organization

10:00
Break & Refreshments

10:15
Drive Customer Experience to Build Customer and Employee Loyalty

11:15
Improve Customer Loyalty across Your Organization through Net Promoter Score

12:15
Lunch Break

1:15
Case Study: How Hewlett-Packard Invests in Marketing and Sales Strategies to Improve Customer Management and Experiences

2:15
Break & Refreshments

2:30
Measure and Communicate the ROI of the Customer Experience

3:30
Use Customer Segmentation to Enhance the Customer Experience and Drive Profi tability

4:30
Conference Adjourns

Day Two

8:30
Continental Breakfast

9:00
Keynote Address: Gain Customer Loyalty in an
Economic Downturn

10:00
Break & Refreshments

10:15
Move from Corporate-Focused to Customer-Focused

11:15
Motivate Leaders and Employees and Create a Service Culture of Excellence

12:15
Lunch Break

1:15
Develop a Strategy to Create Profi table Customer
Relationships

2:15
Break & Refreshments

2:30
Assess Customer Insight to Drive Innovation

3:30
Promote Employee Engagement to Improve Customer Satisfaction

4:30
Conference Adjourns

Day Three

8:30
Workshop Registration & Continental Breakfast

9:00
Workshop
Design a Customer Experience for Increased Profitability and Market Share

Venue and Hotel

2009 National Customer Experience Management Summit will be held at the American Strategic Management Institute’s Training Center in Arlington, VA. A public parking garage is located inside of the building for $10/day. Continental breakfast, lunch and refreshments will be provided for delegates on each day.

Conference Address:
The Performance Institute Conference Center
1515 N. Courthouse Rd.
Suite 600
Arlington, VA 22201
(703) 894-0920

A limited number of rooms have been reserved at the Arlington Rosslyn Courtyard by Marriott at the prevailing rate of $209.00 until December 21, 2008. Please call the
hotel directly and reference code “Customer Experience” when making reservations to get the discounted rate. The hotel is conveniently located three blocks from the Rosslyn Metro station. Please ask the hotel about a complimentary shuttle that is also available for your convenience.

Arlington Rosslyn Courtyard by Marriott
1533 Clarendon Blvd.
Arlington, VA 22209
Phone: 703-528-2222
Phone: 1-800-321-2211
www.courtyardarlingtonrosslyn.com

Tuition

The tuition rate for attending 2009 National Customer Experience Management
Summit is as follows:

Early Bird Rate (Regular Rate)
Conference Only $1699 ($1799)
Workshop $399 ($499)

* For the Early Bird Rate contact Paul Rogers at 858-874-6876 or email him at
PRogers@ManagementWeb.org.

Group Discounts

For more information on group discounts for 2009 National Customer Experience Management Summit please contact Paul Rogers at 858-874-6876 or email him
at PRogers@ManagementWeb.org.

Exhibiting & Sponsorship

To learn more about exhibiting and sponsorships at 2009 National Customer Experience Management Summit, please contact Kwami Attipoe at 703-894-0920 or email him at Attipoe@PerformanceWeb.org.

Cancellations and Quality Assurance
The American Strategic Management Institute strives to provide you with the most productive and effective educational experience possible. If after completing the course you feel there is some way we can
improve, please write your comments on the evaluation form provided upon your arrival. Should you feel dissatisfied with your learning experience and wish to request a credit or refund, please submit it in writing
no later than 10 business days after the end of the training to:

Amy Shioji
VP of Education Services, ASMI
1515 N. Courthouse Road, Suite 600, Arlington, VA 22201.

We will evaluate individual complaints
in a context of collective comments from the event.

Note: A $399 service fee will be charged on cancellations received less than four weeks from the date of the event. A credit memo will also be sent refl ective of that amount, which can be used for a future conference. If you do not cancel your registration before the day of the event, you will be charged for
the full conference amount. As speakers are confi rmed six months before the event, some speaker changes or topic changes may occur in the program. The American Strategic Management Institute is not responsible for speaker changes, but will work to ensure a comparable speaker is located to participate in the program.
If for any reason ASMI decides to cancel this conference, ASMI accepts no responsibility for covering airfare, hotel or other costs incurred by registrants, including delegates, sponsors and guests.