Extraordinary Luxury Customer Experiences: Agenda

Extraordinary Luxury Customer Experiences:
Best Practices from the Voice of the High Net-Worth Consumer


Date: Tuesday April 22, 2008 (full day program) +  One-On-One Strategy Session
Location: Princeton Club of New York, 15 West 43rd, New York, NY 10036
Fee: $1,795 per student. Class size limited to 50 students

Full Day Course Agenda for April 22
7:30 - 8:30 AM Registration and Breakfast
8:30 - 9:00 AM Introductions and Learning Objectives
9:15 - 10:30 AM Milton Pedraza, CEO, Luxury Institute, LLC**
  • Best Practices in Creating Extraordinary Customer Experiences according to High Net-Worth Consumers
  • Top-Rated Brands for Luxury Customer Experience according to High Net-Worth Consumers
 10:30 - 11:00 AM  Break with refreshments
 11:00 - 12:15 PM Bruce Himelstein, Senior Vice-President, Sales & Marketing The Ritz-Carlton Hotel Co., LLC**
  • The Ritz-Carlton Way of Creating Top-Rated Customer Experiences
  • Q & A with Bruce Himelstein
 12:15 - 1:30 PM  Lunch
 1:30 - 3:00 PM

 Individual Interactive Session

  • Putting Yourself in “Voice of The Customer” Mindset
  • Share Individual Customer Experiences
  • Identify the Critical Drivers of Extraordinary Customer Experiences
 3:00 - 3:15 PM  Break with refreshments
 3:15 - 4:45 PM

 Team Interactive Session - Case Study: Nordstrom

  • Putting Yourself in the CEO's Chair
  • Developing Concrete Strategies and Tactics to Deliver Extraordinary Customer Experiences
 4:45 - 5:00 PM  Summary and Wrap-Up
 **Guest Speaker substitutions may occur due to unforeseen schedule conflicts
 
Additional value-added session for April 23
One-on-One Strategy and Problem Solving Session
 
In addition to the full course day on April 22, you have an opportunity to have a unique and personalized strategy session with Milton Pedraza, CEO and Jessica Bornn, Dir. of Product Development of the Luxury Institute - at NO EXTRA CHARGE. Your 45 minute session will focus on your company's specific challenges and as a group you'll develop strategies for the future success of your company.
 
How it works: You may either 1) schedule "in-person" time on Wednesday April 23rd - appointments are available between 8 am and 4 pm - each starting at the beginning of the hour. Each will run for 45 minutes or 2) schedule a different day/time for a conference call.
 
There is no extra fee for this session. Appointment times are being booked first come, first served - so REGISTER NOW and request the best time for you via the "comment section" of the online registration form. Confirmations about the time for your private strategy session will be sent separately.
 
Please email questions to LuxInfo@LuxuryInstitute.com

 

Luxury Institute'sLuxury Board