CorePurpose, Inc., a management consulting, software and outsourced solutions provider, today announced the fifth installment in the Ready Set Grow Lecture Series : “Services Strategy: Aligning Around the Customer”.
On June 15th, Mary Jo Bitner, PhD, one of the worlds’s leading experts in Services Marketing and strategies to create customer loyalty and employee satisfaction with proven bottom line results, will lead a session for local executives and managers on how to access the key information needed to grow a business. Attendees will be challenged to explore two of Dr. Bitner’s most compelling strategies:
- “The Services Triangle” is all about promises: promises made to customers, promises kept by employees, and promises enabled by internal strategies. Learn how this strategic tool can help you assess your strengths and weaknesses as an organization and serve your customers better than competitors.
- “Service Blueprinting”, another tool, gives you the expertise to map your customer’s experience and develop a visual snapshot of your organization’s services. This snapshot can provide direction for service improvement and service design—all from your customer’s point of view.
“All businesses are service businesses—whether they recognize it or not” states Bitner, PETsMART Chair in Services Leadership, W. P. Carey School of Business, Arizona State University. “ And the most successful ones have figured out how to align their marketing, operations, and people strategies around the customer. In this session you will learn two valuable tools to help your organization align its strategies around the customer.”
As a Professor of Marketing at ASU for the past seventeen years, Mary Jo Bitner is recognized as a leader and pioneer in the field of services marketing worldwide. At ASU she was a founding faculty member of the renowned Center for Services Leadership and has been a leader in its emergence the leading university-based center for the study of services marketing and management. In 2003, Dr. Bitner was awarded the “Career Contributions to the Service Discipline Award” presented by the American Marketing Association. She is co-author of Services Marketing: Integrating Customer Focus Across the Firm (McGraw-Hill, Third Edition, 2003), a leading text in services marketing used at universities across the U.S. and worldwide. Dr. Bitner has worked with numerous businesses including AT&T, Ford Motor Company, Yellow Corporation, Mayo Clinic and RR Donnelley to improve service quality and strategy.
“Getting and keeping customers is a function of the promises you make and the value and services you deliver” shared Joan Koerber-Walker, executive director and designer of the Ready Set Grow series. “ We are honored to have an expert of Mary Jo’s caliber join us as we keep our promise to bring leading business experts throughout the series.”
Ready Set Grow, is a 12 month program bringing 12 nationally known business growth experts to the valley. The series continues throughout 2004 and is held the third Tuesday morning of the month. Attendees will have the opportunity to listen to these executive experts share insights and then participate in workshops designed to apply the same concepts to their own companies. Subscriptions are offered as a series and on a single session basis.
Each program looks at a different facet of business growth strategy ranging from strategic execution to product design, customer focus and service, operations, sales, and globalization.
The program has gained support from a number of business and community sponsors including The Business Journal, the Arizona Technology Council, AZ SNAP, ASBA, The Downtown Phoenix Partnership – Copper Square, and The Business and Industry Institute at Mesa Community College.
“Workforce development is key to Arizona’s economic recovery”, said Koerber-Walker. “Ready Set Grow is designed to support workforce development at multiple levels in an organization from senior leadership to the organizations key managers and next generation leaders. It is an opportunity for employees to step up and become part of the solution and an opportunity for employers to energize and endorse key team members through investing in their professional development.”
Program details and information:
When, Where and How Much?
Dates: June 15th – December 21th, 2004
Forums: 3rd Tuesday of every month
“Services Strategy: Aligning Around the Customer”. June 15, 2004
7:30 – 8:00 AM – Continental Breakfast
8:00—12:00PM – Forum Session
Business and Industry Institute
Mesa Community College
145 North Centennial Way
Mesa, Arizona 85201
About CorePurpose, Inc.
Headquartered in Arizona, CorePurpose, Inc., is a consulting and solutions company specializing in focusing companies for greater success through high impact activities that link directly to results. Together with members of the CoreAllianceSM, CorePurpose, Inc. works with companies and organizations to align internal resources to their areas focus while offering resources for mentoring, implementation and outsourcing in non-core areas or areas where additional support is required including: HR, Sales and Marketing, Operations, IT, and Finance.