Creating a WOW Customer Experience - Part 4
The Customer Experience in a Service Economy

Tina Chapman is Senior Vice President and Manager of the Client Experience program for KeyBank. Previously, she managed national efforts for Key4Women, Key’s women-owned business program.

Key topics include:

• How to deliver services in a way that creates a unique and memorable customer experience.
• How to maintain a “personal touch” when automating the sale and delivery of services.
• When and how to personalize and customize the customer experience and provide exceptional customer service.
• How to improve conversi on and retention rates.
• How to measure the impact and effectiveness of the customer experience.

Panelists

Tina Chapman began her career with Key in 1998 in the Public Affairs group managing communications and media relations for Business Banking. She then joined the Business Banking group as Affinity Program Manager and managed affinity relationships with companies such as Costco Wholesale and Progressive Insurance to ensure service expectations were met and exceeded. During her time with Key’s Business Banking group, she managed and supported various sales and service initiatives including Key’s Small Business Administration (SBA) program.

Location

The discussion and networking event will be held at the Maxine Goodman Levine College of Urban Affairs, located at 1717 Euclid Ave, in the Bonda Room (UR254).

Lunch & Learn

Attendees are welcome to bring their lunches; light refreshments will also br provided by the sponsors, Cleveland State's Department of Marketing and the student chapter of the American Management Association.

Be part of a lively discussion that may help you identify a source of competitive advantage for your company.

Register Now

To register, visit www.csuohio.edu/business/noon/reg.html

For More Information

Contact our event moderator, Jim D’Orazio at j.dorazio@csuohio.edu