Meeting/Event Information

Building Relationships Through Client Experience Mapping

March 15, 2018
8:30 AM - 10:30 AM
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AIA San Francisco
130 Sutter Street, 6th Floor
San Francisco, CA 94104

Each and every client interaction impacts satisfaction, loyalty, and the bottom line. How do clients find you? How many touch points do they go through before engaging your services, and what most influences their final impression of your firm? In this program, you'll learn about how to plot a client's emotional landscape by way of a Client Journey Map, or Experience Map. Experience Maps build knowledge and consensus across your organization about who you are and what you do, and can be a powerful way to gain insight into your clients' perspectives.  

Join Maureen Ladley of Ladley & Associates and Sharon Swendner of CRM Concepts to learn how they help their clients create experience maps, and tools that you can use to do the same at your firm.

Maureen Ladley, Principal | Ladley & Associates
Maureen is a consumer research professional, with expertise in marketing strategy, serving clients in North America.  She leads a research company providing consumer-based strategy and consulting to building and housing-related companies.  Maureen has held Vice President and Director roles at companies such as Centex and Forest City.  She holds a B.A. in Economics from U.C.L.A., is a LEED AP, is an active member of the Urban Land Institute (ULI) serving as co-chair of ULI San Francisco’s Marketing and Communications Committee, and serves on the SMC Board of BIA of the Bay Area.  Maureen has been a faculty member at Boston Architectural College’s Sustainable Design Institute and has been a speaker at the Arizona Housing Forum and NAHB Seniors Housing Symposium.  Maureen and her firm are focused on product and experience development to drive better performance for client companies.

Sharon Swendner, Managing Director | CRM Concepts
Sharon is a career marketing professional with expertise in marketing strategy, digital marketing, customer relationship management (CRM), direct marketing and more.  She currently is Managing Director of CRM Concepts providing marketing strategy and consulting to small and medium size businesses.  She received a B.B.A. degree in Marketing from Florida Atlantic University and an M.B.A. from Arizona State University.   She has held Vice President and Director roles at companies such as Sears Home Services, Centex and The Stow Company.  In addition, she was President of a digital agency where she published, spoke and provided services and training to clients and prospects on SEO/SEM, email marketing and website design.  In the past 10 years, Ms. Swendner has focused on Marketing Strategy and customer relationships using strong analytics and insights to drive action and ROI for her companies and clients.

Learning Objective: Obtain hands-on techniques for Experience Mapping, and take your client retention to the next level.

What to Expect:
8:30 AM - 9:00 AM: Breakfast & Networking
9:00 AM - 10:15 AM: Program
10:15 AM - 10:30 AM: Q&A & Networking


All ticket sales are final. Tickets are transferable.


$65.00 SMPS Member Ticket

$90.00 SMPS Non-Member Ticket

$20.00 SMPS Student Ticket