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We apply the tools that make service businesses stronger through better strategy, innovation, marketing and day-to-day management.

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Friday, October 28, 2011

Compete Through Service Symposium: Guest Post by Sybil Stershic

Today's guest post comes from Sybil Stershic, author of the Quality Service Marketing blog and the tremendous book "Taking Care of the People Who Matter Most".  Sybil's business focus is on using internal marketing and communications to engage employees and positively impact employee satisfaction and customer retention.  I'd been following Sybil's work for awhile without knowing that we covered some of the same ground at Compete Through Service Symposium, and we were able to finally connect in person at last year's event. Unfortunately, Sybil is not attending this year, but she gave Service Encounters her thoughts on what she's missing.

With my entire career in services marketing, I consider The Center for Service Leadership’s Annual Compete Through Service Symposium to be THE best gathering of professionals who come together to share ideas, best practices, leading-edge research, and current and future issues in services marketing and management.

My professional passion is engaging employees and customers with internal marketing, and the Symposium is a meaningful source of insight on employee and customer focus, workplace culture, the customer experience and services leadership. In addition to services marketers and managers, the Symposium also attracts executives from product-oriented companies interested in becoming more service-oriented.

Although I haven’t been able to attend each Symposium, I’ve been following the program since its early days. Back then several staff members from the Center for Services Leadership and AVNET, a program sponsor, published follow-up summaries of conference ideas and takeaway questions for application. I’ve got several editions ranging from 1997 to 2005 in my office library … and still refer to them.

The good news is Symposium summaries from 2002 to 2006 can be downloaded online for free!

If you’re unable to get to this year’s program, I highly recommend you include it in your          professional development budget for next year.

I'll be blogging and live tweeting the 2011 Compete Through Service Sympsosium Wednesday through Friday of next week.  Follow me on Twitter to see more from this tremendous event.


Anonymous said...

Great blog!

I was wondering if you’d be interested in sharing your articles with other like-minded 'loyalty' bloggers? If yes, please email me with loyalty in the subject line.

I am starting a Loyalty community with bloggers who focus on customer engagement, relationship, loyalty and rewards. Feel free to email with questions!


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