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The theme of the 2010 Bathroom Conference is Good Customer Service – Making Good Business Sense and all of the specially-invited speakers have a proven track record in the field. This will be this year’s Golden Opportunity to get up to speed with all that is new in providing a good customer experience. Yvonne Orgill, chief executive of the Bathroom Manufacturers Association, looks at the line up.

Annual Bathroom Conference
19 October 2010
Carden Park Hotel, Cheshire

Amongst the developing list will be LARRY HOCHMAN, BOB JOHNSTON and STUART CROSS
Larry HOCHMAN is one of the most popular keynote speakers in the world and a former European Business Speaker of the Year. He is a globally recognised expert on Customer Relationships, Leadership and Talent Management. Before beginning his speaking career twelve years ago, Larry held a number of senior positions at British Airways and Air Miles. His roles included Director of Customer Service and Director of People and Culture – Larry being the very first person in Europe to ever have this latter role. He also was a pioneer of corporate mentoring in Europe and has been the personal mentor to many Chief Executives all over the world.

Robert JOHNSTON is Professor of Operations Management at Warwick Business School and is one of the leading authorities in the customer experience and transforming organisations into world-class service providers. Before moving to academia Bob held several line management and senior management roles. Bob continues to maintain close and active links with many organisations through his research, management training and consultancy activities. His research interests include service transformation, service excellence, customer experience design, service recovery and complaint management. He is the co-author or editor of over 30 books. We are looking forward to hearing his experiences in the world of customer service.

Stuart CROSS is back to the Bathroom Conference platform. He galvanised delegates at the 2009 conference and returns to do it again this year. He will also facilitate the event. Since establishing Morgan Cross Consulting in 2006 Stuart has been helping world-class companies find new ways to drive substantial, profitable growth. In just over two years he has attracted market-leading clients including Alliance Boots, Avon Cosmetics and PricewaterhouseCoopers and his work as a consultant, speaker and coach has taken him to six countries across Europe and to North America. Stuart also teaches on MBA courses at Warwick and Nottingham University Business Schools.

“We are really excited by the very high calibre of our speakers for the 2010 Conference” says Orgill. “These are just three and there are more to be announced. We are determined to build on last year’s success and we know that the theme of customer service is bound to be popular.”

Source: http://www.bathroom-association.org/press.asp?ID=291