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The numbers speak for themselves. Customer service not only is a nicety – it’s a necessity for strong and stable growth.

• $62 billion: Amount U.S. brands LOSE each year due to poor customer service.
• 33%: Percentage of consumers who say they consider switching companies after just a SINGLE instance of poor service.
• 17%: The amount MORE that consumers say they’re willing to spend to do business with companies that deliver excellent service.

*SOURCES: NewVoiceMedia; American Express Customer Service Barometer

Join us for an engaging half-day event focused on the importance of developing a client-centric culture and learn how to institutionalize a customer-based mindset at your growing middle market business.

MIDMARKET UPDATE: Thomas A. Stewart, executive director, National Center for the Middle Market

Thomas A. Stewart is the executive director of the National Center for the Middle Market, based at the Fisher College of Business at the Ohio State University. Stewart is a thought leader on global management issues and ideas — an internationally recognized editor and publisher, authority on intellectual capital and knowledge management and a best-selling author. Before joining the National Center for the Middle Market, Stewart served as chief marketing and knowledge officer for international consulting firm Booz & Company (now called Strategy&), overseeing the firm’s intellectual agenda, major research projects, and strategy and business magazine. Prior to that, he was for six years the editor and managing director of Harvard Business Review, leading it to multiple finalist nominations for a National Magazine Award. He earlier served as the editorial director of Business 2.0 magazine and as a member of the Board of Editors of Fortune magazine. His newest book, “Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight” (co-authored with Patricia O’Connell), was published by Harper Business in November 2016.  A 12-time participant in the World Economic Forum, he has delivered lectures and seminars across the U.S. and in more than two dozen countries worldwide.

KEYNOTE PRESENTATION: Gaining the Edge: Elevating the Customer Experience to Drive Profitability

Leonardo Inghilleri is a nationally recognized expert, thought leader and innovator in the area of organizational culture, business strategies, customer service excellence, leadership development and operational effectiveness. Prior to becoming president and CEO of Atlanta-based Inghilleri Consulting Group, Inghilleri served for 10 years at The Ritz-Carlton Hotel Company as chief human resources officer and as executive vice president, brand executive for BVLGARI Hotels & Resorts, a Ritz-Carlton joint venture with BVLGARI.  While at The Ritz-Carlton, Inghilleri created The Ritz-Carlton Learning Institute and The Ritz-Carlton Leadership Center.  He also worked for The Walt Disney Company in Orlando and Paris, as part of the executive opening team of Disneyland Paris, and has held other management positions within the travel and hospitality industry in Italy, England and the United States.

PANEL DISCUSSION: The Future of Customer Service: Building and Maintaining Relationships in the Digital Age

Moderator Deborah Knupp, managing director of GrowthPlay, has worked globally with CEOs, managing partners and professionals as a coach and business executive for over 28 years. She has helped these leaders align their people and business objectives to create cultures based on the principles of accountability, integrity and authentic relationships. Her work focuses on making the work environment a place where the best employees “want” to work; where profitable clients “want” to buy; and, where inspired leaders “want” to serve a bigger purpose in their communities. Prior to joining GrowthPlay, Knupp in 2001 founded Akina, a national consulting, training and coaching firm that helps professionals rethink relationship building to increase sales and organizational effectiveness. GrowthPlay acquired Akina in 2014 to become an industry leader in business development training and coaching for lawyers with over 250 law firm clients worldwide. Prior to founding Akina, Knupp was a front-line sales and human resources executive with Alcan Packaging, Frito-Lay and Pearle Vision.

• Social media: Where marketing meets customer service
• Translating basic customer skills to online platforms
• The technologies you need to know about today to serve tomorrow’s customer

Register at Crain’s MidMarket Perspectives