Several CHHMA & COPA members attended a seminar on the morning of September 10th at the CHSI Corporate Event Centre in Mississauga. 

“What is Customer Centricity and How Can it Drive Sales?” was presented by Jane-Michèle Clark, Professor & Program Director at the Schulich School of Business Executive Education Centre.  

Professor Clark teaches a Masters Certificate in Marketing Communications Leadership Program at SEEC and has spent a number of years working in the private sector within several industries and countries, gaining valuable experience on how different types of consumers behave.  

During the seminar Jane-Michèle first discussed how today’s consumer has changed from years past and the “Customer Service Quality Gap” that can exist.   

She explained how Customer Relationship Management (CRM) systems can be helpful within companies but most fail to put the customer at the center. A ‘customer first’ focus needs to come from the top of an organization to be effective.  

Next the presentation focused on ‘customer touch points’ and the different ways you can connect with customers/consumers.  

This was followed by examples of how brands & companies can create emotional engagement and experiences for their consumers.

The seminar also reviewed some different tracking methods and metrics to determine the effectiveness and ROI of marketing programs and how they impacted sales.  

Later in the afternoon several groups of CHHMA & COPA members enjoyed lunch and some team-building during a friendly round of golf on the scenic Royal Woodbine Golf Club near the airport. 

SEEC Seminars
Some further SEEC seminars are taking place in early October and are free for CHHMA & COPA members so check them out at Upcoming Events on the CHHMA website.   

SEEC Open Enrolment Programs Discount
This is a reminder that all CHHMA & COPA members are eligible to take advantage of a 10% discount on all SEEC Open Enrolment Programs.  Members also receive a special rate for any In-House and Customized Programs.