The final arrangements have been made and the details of the organisation can be announced.
Fortunately this has nothing to do with the recent political horse trading but everything to do with this year’s Bathroom Industry Conference!
The Conference – organised by the award winning Bathroom Manufacturers Association – will take place on Tuesday 19 October 2010 at Carden Park Hotel, near Chester.

The theme of this year’s conference is
good customer service – making good business sense
A strong line up of nine world-class speakers have been selected to give their sharp and concise views on the current state of the bathroom market and how the industry can develop its business, after the recession, by improving the customer experience and service.

STRONG LINE UP
Speakers from The Bank of England, Glenigan, The John Lewis Partnership, Warwick Business School and the Department of Energy and Climate Change are amongst those featured in the programme. They will bring a new perspective on creating strategic advantage and opening up the world of sustainability.
During the morning session John Young, Agent for the Bank of England in the North West, will give his views on the current state of the UK market. He will be followed by Allan Wilén Economics Director – Head of Market Intelligence - at Glenigan. His views on the housing market will be eagerly sought.
From the Department of Energy and Climate Change Charles Phillips, Assistant Director, will talk about his work on household energy management issues and our obligations to reduce our carbon footprint.
Two speakers from the John Lewis Partnership will hold the stage as they talk about how their company has developed its offer by putting the customer at the very heart of their thinking. Matt Thomas has been with John Lewis for 21 years and is now buyer for fitted kitchens and bedrooms. Will Stewart, is the Bath Shop Buyer, and has ensured the company offers quality, value and service.
Professor Bob Johnston of Warwick Business School is one of the leading authorities in the customer experience and transforming organisations into world-class service providers. His research interests include service transformation, service excellence, customer experience design, service recovery and complaint management.
The afternoon session includes a short presentation from Steve Lee, President of the BMA and Chairman of the Bristan Group. He will outline the current work of the BMA and the advantages of membership.

KEY NOTE SPEAKER
The key note speaker is Larry Hochman, former European Business Speaker of the Year. He has spoken in 60 countries and on every continent and is a globally recognised expert on customer relationships and the critical subject of customer power and trust. He will use his experience as Director of Customer Service at British Airways and the loyalty management company Air Miles to discuss how the customer has increasing influence on the fortunes of a company.
The whole day will be facilitated by Stuart Cross of Morgan Cross Consulting. He made an impact at last year’s conference with his infectious enthusiasm for developing the bathroom business.

INSPIRING LEADERS
“Its another cracking line up” says Yvonne Orgill, CEO of the BMA. “The conference is all set to build on last year’s excellent event. Our high calibre speakers are the best in the business and are inspiring leaders in the field of customer service. They will also inspire us at the conference.”

Bookings are now being taken and the Bathroom Manufacturers Association, which organises the conference, is expecting another sell out. Delegates are being advised to book early.

bathroom conference 2010
Tuesday 19 October 2010
De Vere Carden Park Hotel, near Chester
bookings now being taken on 01782 747 123 and info@bathroom-association.org.uk
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Further Information
For further information please email info@bathroom-association.org.uk or telephone 01782 747123

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