General sessions at the Customer Based Marketing Forum are often referred to as “keynotes.”  Keynote sessions set the stage for the conference and target some of the most critical emerging issues.

The 2009 Keynote sessions are listed below.  We are interested in your comments about the topics (both before and after hearing the presentations).

Leonard L. Berry, PhD, Distinguished Professor of Marketing and M.B. Zale Chair in Retailing and Marketing Leadership, Mays Business School, Texas A&M University

Kent Seltman, PhD, Senior Marketing Consultant, Mayo Clinic

In healthcare, as in other service industries, the service delivered becomes the marketing. The facilities . . . the efficiency of services . . . the interpersonal interactions . . . the quality of care — that is what defines the patient experience.  Join service marketing experts Leonard Berry and Kent Seltman in their examination of the principles, practices, and values that guide the delivery of exceptional clinical quality, organizational efficiency, and interpersonal service. Learn what marketers can do today to contribute to a culture where the needs of the patient truly do come first.

Attend this keynote on Wednesday, February 4, 2009 at 4PM

Omar Wasow
Cyberspace Pioneer, NBC Internet Analyst & BlackPlanet.com Founder

Whether online or on-air, Omar Wasow is a leading commentator on the challenges and opportunities of new media and the new economy.  Wasow is the founder of BlackPlanet.com, one of the 50 most heavily trafficked Internet sites.  He is the weekend technology correspondent for MSNBC, a regular contributor to USA Today, and an advocate for social issues. Wasow tutored Oprah Winfrey as she explored the Internet in a 12-part series Oprah Goes Online, and People magazine named him the “Sexiest Internet Executive.” Join Omar Wasow in examining how the Internet is transforming our social, political, and economic futures.

Attend this session on Thursday, February 5, 2009 at 8 AM.

Michael Howe, Howe & Associates
Former Chief Executive Officer, MinuteClinic

Marketers today are interacting with four distinct generations of consumers — each with its own core values, biases, and expectations. How consumers make healthcare decisions, hear and react to market messages, and prefer to communicate, are all influenced by generational differences.  Join Michael Howe, who is recognized for his ability to identify consumer needs, create strategic vision, and build nationally recognized brands, and examine the differences. Learn how to engage generational marketing techniques to connect with customers, build trust, and appeal to the unique decision-making traits of each generation.

Attend this session on Friday, February 6, 2009 at 8:00AM