Empowering the Organization, John F. Kennedy University, Orinda, CA.
Service Excellence: The Strategy for Financial Success, Citicorp US Consumer Banking Group Financial Controllers, Napa, CA.
Customer Service: Strategies for Gaining a Competitive Advantage, Roundtable, San Francisco Chamber of Commerce
Strategic Aspects of Service, Association of Collegiate Entrepreneurs Annual Convention, San Francisco
Building a Service Quality Culture Through Training and Organizational Change, ACCOR Group, Walnut Creek, CA.
Service: The Manifestation of Consciousness in Business, Association for Humanistic Psychology Annual Conference, Palo Alto, CA.
Service Quality: The Competitive Advantage, Association of Innovative Managers, Oakland, CA.
Service Quality: Creating the Legendary Bank, Citicorp Executive Development Center, St. Louis, MO
Building a Service Culture in Organizations, Swissôtel Group, Santa Cruz, CA.
The Organizational Imperatives of a Successful Service Strategy, Association Progrès de Management, Nancy, France; La Maison des Professions, Lille, France; and numerous groups of visiting European executives.
Improving Service Performance: Measurement and Feedback, CRC International Colloquium on Service, Paris, France
Service Differentiation: What it Takes to Succeed, Whirlpool Financial Corporation Strategic Planning Conference, Lincolnshire, IL.
Why Service Quality Strategies Fail, Commonwealth Club, San Francisco.
Beyond Customer Satisfaction, American Marketing Assn., San Francisco.
Keys to Customer Satisfaction, Service Quality Panel, International Customer Service Association, San Francisco.
The Profitability of Service, Rotary International District Conference, San Ramon, California
Customer Satisfaction and Employee Satisfaction: Can You Have One Without The Other?, American Society for Quality Control, San Francisco.
Customer Service IS Marketing, San Francisco Chamber of Commerce.
Building Customer Loyalty, Real Change Network, Sausalito, CA.