The Ritz-Carlton Leadership Center Teams up with Vision Expo West 2014, Customer experience CE focuses on the educated consumer

July 14, 2014

Norwalk, CT (July 14, 2014) – Widely recognized as the gold standard in customer service, The Ritz-Carlton knows how to create an unforgettable experience. For the first time at International Vision Expo & Conference West, The Ritz-Carlton Leadership Center will share its service delivery expertise with attendees in a two-hour continuing education course, Radar On-Antenna Up: The Ritz-Carlton Method of Fulfilling Unexpressed Wishes and Needs,” held Saturday, Sept. 20 from 8:30 to 10:30 a.m. in the EYEMAX Theater.

“Today’s eyewear consumers are more informed than ever before,” explained Dave Ziegler, OD, FAAO, a member of the International Vision Expo Conference Advisory Board. “As a result, they demand a high level of customer service at every touch point and these experiences significantly influence their buying behavior and decision making. This changing consumer mindset offers eye care professionals the opportunity to grow their business in exciting ways, if they understand the nuances of customer behavior. Vision Expo’s customer service-oriented curriculum is unmatched in this area.”

Led by Joseph Quitoni, corporate director, Culture Transformation at The
Ritz-Carlton Leadership Center, the course will emphasize the number of elements needed to deliver exceptional customer service in a consistent manner. Topics will include:

  • Ritz-Carlton Service Principles Leading to Emotional Connections
  • The Importance of a Written Service Strategy
  • Gold Medal vs. Silver Medal…the Difference is Radar On-Antenna Up
  • The Power of Surprise and Delight

Overall, Vision Expo West boasts nearly 400 total hours of continuing education credits and 19 specialty tracks. The Ritz-Carlton presentation rounds out a robust continuing education series, which caters to opticians, practice managers, practice administrators, and office managers who are increasingly on the front lines of customer service delivery.

Nationally renowned customer service expert, Scott Deming, will deliver the popular four-hour Chief eXperience Officer (CXO) Certificate Program on Sept. 18 from 8:30 a.m. to 12:30 p.m. The program, unique to Vision Expo, focuses on helping eye care professionals understand how to differentiate their business and create demand with a personalized approach to eyewear and eye care delivery. Also on Sept. 18, Deming will present Perceptual Reality: Seeing Your Business Through Your Customers’ Eyes.”

“Quality customer service is an essential component to the business of eyewear, but is not always a core focus for professionals who have so much on their plates already,” added Mark Dunbar, OD, FAAO, co-chairman of the International Vision Expo Conference Advisory Board. “By bringing in non-industry experts who can educate on the value of the customer experience, and how it can influence all areas of a business, Vision Expo attendees are able to return to their practices with a new perspective on how to achieve success.”

Vision Expo West will feature a total of 14 hours of continuing education dedicated to the customer experience, including the following courses:

Registration is open for Vision Expo West, which returns this year to the Sands Expo & Convention Center in Las Vegas, Nev. (Education: Sept. 17-20, Exhibition: Sept. 18-20).

About the International Vision Expo & Conference

International Vision Expos, the worldwide conference and exhibition for eye care and eyewear, are trade-only events that draw more than 30,000 eye care professionals each year. Co-owned by Reed Exhibitions and The Vision Council, International Vision Expo gives back to the entire ophthalmic community. Proceeds from International Vision Expo are used by The Vision Council to educate consumers about the importance of vision care and the options in eyewear and other related products. In 2013, The Vision Council reached millions of consumers with its messages through marketing materials, public relations outreach and strategic partnerships.


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