2:30 - 2:45 p.m.

OPENING and INTRODUCTION

AMC Institute – AMC Community Pre Conference Program

2:45 - 5:00 p.m.

Customer Loyalty/Branding Your AMC

Jeanne Bliss spent 25 years as the “Chief Customer Zealot” inside five major US corporations where she fought valiantly for a place on the strategic agenda, redirecting priorities and driving transformational changes to the customer experience. At Lands’ End, Inc. she reported to the company’s founder, serving as leader for the Lands’ End customer experience. She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as its officer for customer retention and satisfaction. She was Microsoft’s General Manager of Worldwide Customer and Partner Loyalty. At Mazda Motor of America she drove the brands’ customer retention effort.

Jeanne established her company, CustomerBLISS to help companies deliver a customer experience which creates DESIRE for their brand. This is based on quantifiable results that companies with the most compelling experiences wrapped around the delivery of their products and services win – in continued revenues, in reducing prospecting costs, and in developing a creative energy within the organization that inspires and drives the delivery of a customer experience unique to the brand.

Today this great opportunity for marketplace differentiation is largely untapped. The brand experience happens inconsistently and “by default” as the customer bumps disjointedly from one silo to the next. CustomerBLISS helps companies transform by bringing the silo-based operations together. They help them to overcome issues creating a chasm between the company and its customers; to deliver experiences customers want to repeat and rave about.

Jeanne will walk attendees through a thought-provoking session based on her new bestselling book, I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad. Her session will be followed by roundtable discussions that will enable AMC owners to discuss the topic in-depth. She will  take you behind the scenes of the decisions made inside beloved companies, identifying their five common decisions that make them immune to the competition and help them thrive in good times and bad. Begin the process to understand how your decisions and actions have created your company culture, and impacted your customers, your employees and business growth and prosperity.

Content Leader:

Jeanne Bliss
CustomerBLISS

Brought to you by Speak, Inc.

5:00-6:00 p.m.

NETWORKING FUNCTION

Hilton Networking Celebration
Join your colleagues and friends of the AMC Community for a chance to unwind and reflect on the day’s learning at an evening event sponsored by Hilton.

Transportation and Location: TBA