Fisher College of Business
Resources

Retention: People, Customers, Profitability

IMS Fall 2007 Symposium

Description

Loyal customers mean better business

Did you know that increasing customer retention by even 5% can increase your profits by 25% to 75%? Lots of business spend big on attracting new customers - then skimp on their current customers. The problem is, market research shows that retaining current customers is far more profitable. What's more, keeping customers has a lot to do with keeping good employees who are integral to customer service and growth. To find out how meeting and exceeding your customers' expectations can increase profits, plan to attend our fall symposium.

Date/Location

November 6, 2007 in 140 Pfahl Hall.

Map and Directions

Speakers & Topics
  • "The Loyalty Effect/NPS"
    Fred Reichheld, Bain & Co., leading authority of retention and author of The Loyalty Effect and Loyalty Rules .
  • "Retention of Knowledge Workers"
    Ana-Claudia Dutra, Accenture, managing partner for organizational development
  • "Word-of-Mouth Recommendations"
    Bob Leone, Fisher College of Business, professor of marketing and expert in consumer relationship marketing.
  • "Retention of Staff on the Front Lines"
    Claudia Abrams, senior director, Human Resources Shared Services, OSU Medical Center
Program Overview
  • First-rate lineup of speakers
  • Research findings that can increase your profits
  • Extended Q & A sessions for practical advice
  • Lunch at the upscale Blackwell Hotel & Conference Center
  • Time for informal follow-up and networking

Registration/Continental Breakfast 7:45 a.m.

Program 8:30 a.m. - 4:00 p.m.

Registration

Registration is closed.

$195, for members
$395, for non-members

Accomodations

The Blackwell Hotel is adajacent to Pfahl Hall.

The Blackwell Hotel
2110 Tuttle Park Place
Columbus, OH 43210
Reservations: (614)247-4000
Fax: (614)247-4040
http://theblackwell.com

Initiative for Managing Services (IMS)

The Initiative for Managing Services (IMS) at Fisher College of Business was created in 2004 in response to the growing dominance of services in the world economy. IMS provides support specific to service industries and service components of product centric business partners, offers innovative educational programs, and prepares both undergraduate and graduate students to become leaders in the service community.

Contact Information
Susan Davis
Program Manager
Executive Education
110 Pfahl Hall
280 W. Woodruff Ave.
Columbus, OH 43210
(614)292-0917
davis.46@osu.edu 		Lisa Faiello
Program Coordinator
Initiative for Managing Services
306 Fisher Hall
2100 Neil Avenue
Columbus, Ohio 43210
(614) 292-9681
faiello.1@osu.edu
 
The Ohio State University Fisher College of Business