January 18, 2011

Victoria's Secret CEO Sharen Turney and Senn Delaney Chairman Dr. Larry Senn will share the inside story of the positive impact of Victoria's Secret's customer-focused culture as part of The Conference Board's annual Customer Experience Leadership Conference March 23-24.

The leading global, independent business membership and research association, The Conference Board brings together top executives from world-leading companies for its popular annual Customer Experience Leadership Conference. This year's event, “Growth through Customer Loyalty: A C-Level Perspective on Building a Customer Centric Culture,” features a prominent lineup, including Murray Martin, CEO of Pitney Bowes, and Jim McCann, CEO of 1-800-FLOWERS.COM.

Full agenda

The event will also include seminars on customer loyalty from other B2C, B2B and not–for–profit organizations. Presenters will all address how customer-centric cultures have helped their companies thrive. There is an emphasis on the importance of making customers part of their strategic planning, implementing and measuring ROI of customer experience strategies, and leveraging social media to augment the customer experience.

“Limited Brands is one of the most visionary and successful retail leaders in the nation,” says Dr. Senn, who founded Senn Delaney more than 30 years ago with the singular mission of helping leaders create thriving, high-performance cultures that deliver better business results. “Limited Brands leaders, including Sharon Turney, have a laser-like focus on delighting the customer and a heritage of values-based leadership that has been built into the cultural DNA. Because of this focus, Limited Brands has beaten average return on assets for the retail industry for 23 out of the last 24 years. I am delighted to present with Sharen on the best practices that have led to such success.”

“The ‘Customer Experience Leadership' Conference provides the opportunity for a variety of executives to learn why providing a great customer experience is so important in today's economy, and how this customer-centric mindset starts at the top,” said Conference Chairman Robert Reiss, host of The CEO Show radio program and publisher of The CEO Forum, a quarterly magazine by for the CEOs. “In this ultra-competitive environment, business leaders need to stand out in both B2B and consumer markets. The top-tier speakers we're assembling recognize that customer value perceptions are shifting to holistic experiences, and they will share their insights with attendees.”

Additional top speakers at the conference include:

Teresa Laraba, senior vice president, Customer Services, Southwest Airlines

Steven Schussler, founder, Rainforest Cafe®

Kenneth R. Rehmann, executive vice president Operations, The Ritz-Carlton Hotel Company

Jack Mitchell, chief executive officer, The Mitchell Family of Companies

Dr. Jannie Hofmeyr, international director of innovation, Synovate Laboratories

Patrick Charmel, chief executive officer, Griffin Health Services Corporation

Lior Arussy, chief executive officer, Strativity

Steven Johnson, executive director, Bowling Proprietors' Association of America

Scott D. Schulman, president corporate markets, Dow Jones & Company

Donald Droppo, Jr., chief executive officer, Curtis Packaging

Fin O'Neill, president, JD Power & Associates

Sam Borgese, chief executive officer, CB Holding Corp (Charlie Brown's Steakhouses)

About Senn Delaney

Senn Delaney is widely recognized as the leading international authority of culture shaping that enhances the spirit and performance of organizations. Senn Delaney was the first firm in the world to focus exclusively on transforming cultures. We were founded in 1978 with a singular mission: to create healthy, high-performance cultures. More Fortune 500 and Global 1000 CEOs have chosen us as their trusted partner to help shape cultures that deliver better business results than any other company in our field.