C-Circle – “Creating a Service Oriented Culture – Overcoming the Obstacles”

Date: Thursday, March 19, 2015
Time: 8:00am-10:00am
Location: Morgan Lewis
3000 El Camino Real
Two Palo Alto Square, 6th Floor
Palo Alto, CA 94304


Register

The ACG Silicon Valley C-Circle is a group open only to CEO’s and Senior Level Executives who meet regularly to discuss important business issues, share experiences and strategies and improve business performance. We welcome references for CEOs or other C-level executives that wish to be a part of our events.

 

The ACG Silicon Valley C-Circle, now in its fifth year, proudly announces that it has attracted a following of approximately 250 CEOs and C-Level Executives and achieved a regular attendance of 35 executives per session.

c-circle

The topic for our next meeting is, “Creating a Service Oriented Culture – Overcoming the Obstacles”

Research supports what most of us already know from experience – that people talk about customer service. If it is a positive experience, people talk about it. If it is a negative experience, people talk about it a lot more. Statistically, most of us are likely to tell 10 to 15 more people about a bad experience than a good one. Accordingly, a company’s customer service is a huge factor in determining success or failure. A study by the American Society for Quality shows that only 9% of customers will leave because they are lured away by competition; 14% will leave because of dissatisfaction with the product; and 67% will leave because of the attitude of one person in the organization. Can any company in today’s competitive environment afford not to provide first class customer service?

Please join us for an enlightening discussion on the following questions:

What is good customer service?

What are the elements?

Why is customer service so poor in many companies?

Have customer sites like “Yelp” helped or hurt customer service?

Can a company differentiate itself on great customer service?

What are some of the companies that stand out for providing great customer service?

What are they doing differently?

How can a company change its culture to dramatically improve its customer service?

What are the key elements of a customer service culture?

What are the obstacles?

How are the concepts of “customer service” and brand” linked?

 

Guest Experts

 

Tim Zanni

Managing Partner
KPMG

Tim is the Managing Partner of KPMG’s Silicon Valley office. In his position, Tim plays a key client relationship role for the office’s largest clients. His responsibilities include developing marketplace strategies and leading the success of the firm’s audit, tax, and advisory practices in Silicon Valley. Tim ensures that KPMG clients receive exceptional service and that KPMG employees view their firm as a great place to work and build their career. Besides business development, Tim drives KPMG’s community involvement activities and contributions with the support of a community-oriented leadership team. Tim is originally from Upstate New York and graduated from the University of Notre Dame. Tim resides in Los Gatos, California with his wife and children.

Dan Gilbert

Board of Advisors
Trov, Inc.

Dan is currently a member of the Band of Angels where he invests in and mentors start-up technology companies. He was previously Sr. Vice President and General Manager for Flextronics; Executive Vice President for Operations and Customer Service for Barnes & Noble; Vice President, Global Supply Chain Management for Cisco Systems and Vice President, Customer Service and Quality for Palm, Inc. Dan holds a B.S. in Economics from MIT
 

NEW LOCATION!

Morgan Lewis
3000 El Camino Real,
Two Palo Alto Square, 6th Floor
Palo Alto, CA 94304

 

Register

The ACG Silicon Valley C-Circle is a group open only to CEO’s and Senior Level Executives who meet regularly to discuss important business issues, share experiences and strategies and improve business performance. We welcome references for CEOs or other C-level executives that wish to be a part of our events.