NEW ORLEANS, April 17 /PRNewswire/ -- A fish market may not be the model
you would expect for superior customer service, but the LOMA Customer Service
Conference will reveal that sometimes you must look beyond the basics to bring
winning service to your organization.
A presentation about the passion and work ethic at Pike's Place Fish
Market in Seattle will be part of the LOMA Customer Service Conference on
June 11-13, 2001 at the Windsor Court Hotel in New Orleans, LA.
Though their work is cold, wet and smelly, employees at Pike's realize
they have the power to choose the attitudes they bring to work. This
attitude, known as "The Fish Philosophy," has inspired organizations such as
State Farm, Guardian, Minnesota Life, Royal and SunAlliance, Nationwide and
American Express to create more effective, fulfilling and human workplaces.
This year's conference, "Looking Beyond the Basics," will provide an
inside track on customer loyalty, full contact centers and customer
relationship management. Cutting-edge presentations will be made by more than
20 companies including USAA Life, The MONY Group, Pan American Life,
Prudential Insurance Company of America and Sun Life Assurance Company of
Canada.
"Experts in the financial services industry will show what has worked for
them in the past and what is needed in the future to bring service to a new
level. We'll hear about groundbreaking approaches, practical case studies and
innovation in customer service from the people who do this everyday," said Jim
Huffman, Assistant Vice President, Insurance Operations, LOMA.
Known as the "original pioneer" of the call center industry, Dr. Jon Anton
of Center for Customer Driven Quality at Purdue University will reveal how
call centers are transforming into tele-web centers. By integrating their
call centers with Web sites, companies will achieve a greater level of
innovation and efficiency.
Tom Davenport, author of "Human Capital," will discuss why managers plan
the biggest role in attracting, retaining and generating great performances
from employees. Davenport, a principal at Towers Perrin, will reveal factors
that trigger employee commitment and engagement.
The conference fee is $995 for LOMA members and $1,990 for nonmembers, if
they sign up by May 10. Online registration is available at www.loma.org .
For more information, call 770/984-6446 or e-mail [email protected] .
Note: To download photographs, please visit www.fishphilosophy.com .
About LOMA
Established in 1924, LOMA is committed to a business partnership with its
world-wide members in the insurance and financial services industry to improve
their management and operations through quality employee development,
research, information sharing, and related products and services. LOMA's
1,250 member companies are based in more than 70 countries.
