In November, Christie Blakely, RTI Biologics vice president of sports medicine marketing, will lead a Business Success Workshop, "Customer Service That Wows Them Every Time." The workshop will focus on two important areas of customer service. First, we will look at how to develop relationships with your customers for the long term and not just for the onetime sales opportunity. It will also focus on the power of loyalty from satisfied customers to help grow and sustain your business. For the second area of customer service, Christie will walk you through real world experiences in developing and embedding a world-class customer loyalty program into an organization and why satisfaction is not always an indicator of loyalty.

Gain insights into why Customer Relationship Management (CRM) and Customer Experience Management (CEM) can actually be viewed as Customer Emotion Management. Additionally, attendees will learn why consistently "exceeding customer expectations" isn't always what your customer is seeking. This workshop will present the three most important aspects of a customer loyalty program: Measure, Listen, and Respond, which can be applied to organizations of any size.