Featured Speakers & Panelists
Alex Frankel
Author, "Punching In: The Unauthorized Adventures of a Front-Line Employee"
"Living the Brand"
Michael Murphy
Group Brand Manager for Customer Service, Virgin
"Virgin's Crown Jewel: Customer Service, across 200 Companies and 29 Countries"
Robert Stephens
Founder and Chief Inspector, The Geek Squad
"Marketing is a Tax You Pay for Being Unremarkable"
Tara Hunt
Principal, Citizen Agency; Author, "How to Be a Social Capitalist"
"Customer Service as Community, Community as Customer Service"
Brian Oberkirch
Principal, Small Good Thing
"Customer Service as Community, Community as Customer Service," Moderator
Patti Roll
Director of Community Sourcing and eCommerce, Timbuk2
"Customer Service as Community, Community as Customer Service"
Matt Mullenweg
Founder, Automattic, makers of Wordpress
"Customer Service as Community, Community as Customer Service"
Workshop Leaders
Jeremiah Owyang
Web Strategist and Senior Analyst, Social Computing, Forrester Research
"Best Practices for Online Communities"
Deb Schultz
Consultant, DeborahSchultz.com
"Stop Yelling & Start Weaving: Marketing in a Relationship Economy"
Chris Carfi
CEO, Cerado
""Vendor Relationship Management (VRM): Enabling buyers and sellers to build mutually beneficial relationships"
Chris Heuer
Principal, The Conversation Group
"Satisfaction beyond the Transaction: Investing in customer support is as important as getting sales"
Becky Carroll
President, Petra Consulting Group and author, Customers Rock! blog
"Customer Experience: The Intersection of Marketing and Customer Service"
Brian Solis
Principal, FutureWorks PR
"How to listen to the market and how to engage customers online"
Your Hosts
Schedule
Monday, February 4
| 8am to 8:45am | Breakfast & Coffee |
| 8:45am to 9am | Introduction: "Customer Service is the New Marketing," Amy Muller, Thor Muller, and Lane Becker, Get Satisfaction |
| 9am to 10am | Speaker: Tony Hsieh, CEO, Zappos, "Building a service-focused culture" |
| 10am to 11am | Speaker: Robert Stephens, Founder and Chief Inspector, The Geek Squad, "Marketing is a Tax You Pay for Being Unremarkable" |
| 11am to 11:30am | Break |
| 11:30am to 12:30pm | Panel: "Scaling customer service," Marc Hedlund, Chief Product Officer, Wesabe, moderator |
| 12:30pm to 2pm | Lunch, sponsored by Mohr Davidow Ventures, with roundtable workshops |
| 2pm to 3pm | Speaker: Michael Murphy, Group Brand Manager for Customer Service, Virgin, "Virgin's Crown Jewel: Customer Service, across 200 Companies and 29 Countries" |
| 3pm to 4pm | Speaker: Alex Frankel, Author, "Punching In: The Unauthorized Adventures of a Front-Line Employee," "Living the Brand" |
| 4pm to 4:30pm | Break |
| 4:30pm to 5:30pm | Panel: "Customer service as community, community as customer service," Brian Oberkirch, Principal, Small Good Thing, moderator |
| 7:30pm to 9:30pm | Cocktails and networking at the Crimson Lounge (Map), sponsored by Joyent |
