MaRS Best Practices - What you need to know about the changing landscape
Monday, September 10, 2012 from 12:00 PM to 1:45 PM (EDT)
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Join Sweet Tooth’s Mohsen Hadianfard and Mike Rossi to learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
Using case studies, we’ll examine the following topics:
- Importance of reputation
- Customer service as a culture
- Interaction and reputation channels
- Net Promoter Score (NPS) as a gauge
- Building a customer service strategy
Part of the MaRS Best Practices Series.
Mike Rossi, Co-founder & VP Business Development, Sweet Tooth
As a co-founder and VP Business Development at Sweet Tooth, Mike Rossi is an expert in the areas of customer service and consumer retention. With experience in designing and optimizing customer loyalty programs for hundreds of multi-channel businesses, Mike is committed to helping businesses build loyal customers through powerful and engaging strategies. Mike has developed internal processes for both client and partner interactions at Sweet Tooth. This has driven company growth as well as client and partner retention and satisfaction rates. He has a BSc in physics from the University of Waterloo, and he holds both a private pilot licence and a glider instructor rating.
Mohsen Hadianfard, Co-founder, Sweet Tooth
Mohsen Hadianfard is a co-founder at Sweet Tooth and directs all client support efforts. He is an expert in the areas of customer service and customer experience management. Leveraging his background in customer service management at both Apple and RIM, Mohsen has established customer service methodologies which have made Sweet Tooth a leader in its industry. Mohsen is responsible for, and has successfully scaled, all aspects of Sweet Tooth customer service including response time management, talent management, and public image resulting from customer experiences. Mohsen has a BASc in software engineering from the University of Waterloo.
Additional Generous Support by:
When & Where
MaRS Discovery District, Social Innovation Generation & Ashoka Canada present
MaRS (www.marsdd.com) is a large scale, mission driven innovation centre located in Toronto and networked across Ontario, focused on building Canada’s next generation of technology companies.
MaRS works closely with entrepreneurs to grow and scale their ventures into global market leaders in life sciences and health care, information, communications and entertainment technologies, cleantech, advanced materials and engineering, as well as innovative social purpose businesses.
Social Innovation Generation (SiG) (www.sigeneration.ca) is a collaborative partnership founded by The J.W. McConnell Family Foundation, the University of Waterloo, the MaRS Discovery District, and the PLAN Institute. Our ultimate goal is to support whole system change through changing the broader economic, cultural and policy context in Canada to allow social innovations to flourish.
Ashoka (canada.ashoka.org) is the global association of the world’s leading social entrepreneurs – individuals with system-changing solutions for the world’s most urgent social problems. Ashoka is redefining the global citizen sector by creating a system of collaborative entrepreneurship. Connecting the work of individual social entrepreneurs to business, academic and public sector partners, they create a network effect driving the sector forward and developing new solutions to global problems.