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June 18, 2015

Clear Harbor Duo Speak On Customer Satisfaction Strategy

Together, iRobot and Clear Harbor, have achieved a whopping 90% CSAT for the last five years – They are also generating over $3M in incremental sales from cross-selling and up-selling – How? By conducting a short, “by the way” customer review during each support call. This extraordinary level of customer delight and profitability is achievable IF you understand what it takes. For the first time in history, iRobot’s Maryellen Abreu and Clear Harbor’s Tut Smith are teaming up to bring their winning formula to your town. Don’t miss your opportunity to learn from the masters about how your company or association can attain this level of success in 2015 and beyond. This dynamic duo will travel anywhere in the US and will conduct online events as well.  If you are interested in having Abreu and Smith speak to your group, please contact Elizabeth Fairleigh, elizabeth@econnectionpr.com OR call 404.874.4562.

Maryellen Abreu
Director of Global Customer Support
iRobot
Maryellen currently leads the Global Customer Care organization for iRobot Corporation's Home Business Unit. At iRobot, Maryellen is responsible for all aspects of Customer Care. This includes the strategy and management of call centers for online sales and support as well as the CRM infrastructure. Her experience deploying global CRMs, web self-service and voice recognition systems demonstrates her commitment to leverage technology and gain efficiencies while continually improving the customer's experience online. Accomplishments at iRobot include: > iRobot Chairman's Award > CRM Magazine Service Elite Award > 1to1 Media Customer Champion Award > Gartner and 1to1 Media CRM Excellence Award

Tut Smith
Founder, President,
Clear Harbor
Tut currently leads the company's sales and business development efforts and has over 18 years of experience developing solutions for clients in a wide range of industries. Clear Harbor is Tut's second stint as a co-founder and executive in the call center/BPO industry. He was a co-founder and Vice President of Sales at InterServ, which was merged with two other entities to form Aegis Communications Group, where Tut continued to serve as a Vice President for 4+years. Following InterServ, Tut helped to build Tax Partners LLC, which was ultimately merged with Thompson Reuters. Prior to these entrepreneurial business ventures, Tut served in several executive roles with Electronic Data Systems (EDS) for 3 years and NEC Corporation for over 10 years.