Thomas Hollmann, Ph.D., is a clinical associate professor of marketing and serves as director for the Center for Services Leadership at Arizona State University. Hollmann’s work experience spans four countries and over 10 years in Fortune 100 companies, including Black & Decker, Xerox, and as an executive at Sun Life Financial. His research interests include services science, with a focus on B2B, service analytics, and Relationship Marketing, with an interest in relationship outcomes (profitability, customer equity, defection, retention, satisfaction, etc.). His research has appeared in the Journal of the Academy of Marketing Science, the Journal of Business and Industrial Marketing and at several leading marketing and services conferences. He has received research grants and awards from the Center for Innovation Management Studies, Xerox, IBM, and the Center for Services Leadership. Hollmann has consulted with a range of Fortune 500 firms and he received teaching awards from Arizona State University and North Carolina State University.
Improving Customer Experience
(Process & Tools–Advanced)Are you looking to identify and capture productivity and customer experience improvements, as well as embed a customer focus into the fabric of your organization? This session will provide you with tools to do that, including service blueprinting and a proven method to close troubling service gaps. Use a CI mindset to address the service-related reasons why customers opt to take their business elsewhere.