 |
 |
 |
 |
Day Two - Wednesday, November 19, 2008
7:30 Registration And Coffee
8:00 Opening Remarks From Chairperson
Richard D. Hanks
Chairman and President
Mindshare Technologies, Inc.
8:15 Creating, Standardizing And Sustaining A Superior Customer Experience That Cannot Be Copied By Your Rivals
Delivering superior customer experience has always been central to Dell´s mission. Through the Dell direct business model and our close customer relationships, we are collecting detailed feedback on our service standards across different markets which enables us to identify key areas where we can make a genuine difference in customer satisfaction, whether by improving the speed and accuracy of orders or rapidly resolving issues.
- Analyzing key elements of delivering a superior customer experience
- Standardizing and sustaining experience
- Dell direct business model impact on feedback collection
- Shaping your competitive edge that your rivals cannot copy
Linda Morrison
Manager, Imaging and Displays Customer Experience
Dell Inc.
9:00 Case Study: Developing Customer Engagement Through Enhanced Employee Service Behaviors
Empowered and Engaged Employees ensure customer loyalty! Once you motivate and equip them with the tools they need to do their job, and treat them like they are No. 1, they, in turn, will unleash a passion to serve the customers and create the world-class customer service experience. This session will walk you through the case study from the 2nd-largest book store chain and gain the insights of how to empower your employees.
- Understanding and developing specific employee behaviors which drive customer engagement
- Developing employee skills relating to interaction and product recommendation that drive customer engagement and loyalty
- Linking customer loyalty measurements to store level performance ratings
- Utilizing satisfaction and loyalty metrics to drive improved financial performance
Anne Kubek
Senior Vice President, Stores
Borders Group Inc.
9:45 Enabling Technology To Drive Loyal Customers
- Zooming into the loyalty payments landscape and emerging trends that are driving innovation in the loyalty space
- Leveraging technology as an enabler to deliver high performance loyalty solutions
- Understanding how data can be used to create customer profiles and produce actionable insights.
- A case study demonstrating the impact loyalty has on co-brand cards
JR Slubowski
Vice President, Loyalty and Reward Solutions
MasterCard Worldwide
10:30 Morning Refreshment Networking & Vendor
Showcase11:00 Case Study: How Organizations Are Building A Customer Centric Culture Using Net Promoter©
Symantec´s customer experience program permeates throughout the organization where each employee is engaged in creating and delivering customer experiences that drives customer loyalty. This effort is reflective of the company´s core values with customer loyalty being a key indicator of long term success. Net Promoter scores are measured and everyone from the executive team down is part of the process. Employees are encouraged to resolve customer concerns and take the action necessary to ensure customer loyalty remains high. This session will show how Symantec drives a focus on customers throughout the organization to ensure customer loyalty and improve business results.
Deborah Eastman
Chief Marketing Officer
Satmetrix Co-presenter from Symantec
11:45 Exploring Various Applications Of Marketing Analytics To Understand The Customer Through Traditional & Digital Media – A Microsoft Case Study
In today´s complex media and advertising space, marketers are trying to engage consumers using combinations of traditional and digital media advertising and search efforts. With marketing mix modeling and qualitative insights, marketers can significantly improve their understanding of how these different media impact different marketing outcomes, as well as how they influence each other. Such insights can help improve marketing resource allocation effectiveness and efficiency and lead to profitability. This case study will show you how Microsoft is implementing advanced analytics to understand the impact of Print advertising, Search marketing and Online display advertising on changing attitudes and behaviors in a recent large-scale product launch campaign. The study also demonstrated innovative use of data from various sources internally from Microsoft, from ad agency and third-parties, to determine these dynamics.
- Understanding the impact from both traditional & digital media
- Leveraging marketing mix modeling and actionable insights to support key marketing initiative decisions
- Demonstrating innovative data mining from multiple sources
Ashish Singru
Senior Manager, Marcom Insights & Analytics, Corporate Marketing
Microsoft
12:30 Networking Luncheon & Vendor Showcase
1:30 Building And Sustaining Customer Centricity In A Volatile Marketplace
Alaska Airlines received its Customer Satisfaction Survey with a five-star rating, and was one of only two carriers that improved its satisfaction rating in 2008. In addition, Alaska Airlines Mileage Plan won "Program of the Year" at Inside Flyer magazine's recent Freddie Awards. This presentation will discuss how Alaska is using customer data to design an end-to-end customer experience that meets its flyers changing needs, and delivering consistently upon that design across customer touch points.
- Re-designing customer experience in a lower cost environment
- Establish and retain a customer centric culture in a commodity marketplace
- From customer experience design to consistent cross-touch point execution
Steve Jarvis
Vice President, Marketing, Sales & Customer Experience
Alaska Airlines
2:15 Case Study: Leveraging Web Tools To Engage Your Customers
With technology advancement, websites are becoming more and more a powerful tool to engage your customers through two-way communication. The website initiative from Abbott Nutrition has won three 2008 IAC Awards.
- Building an interactive platform to aid consumers
- Increasing consumption through better compliance
- Partnering with third parties to drive enrollment
- Measuring impact of the loyalty program
- Case Study: DiabetesControforLife.com
Ana Dan
Director, Marketing Systems & Services
Abbott Nutrition
3:00 Afternoon Refreshment Networking & Vendor
Showcase3:30 Case Study: Turning Data Into Profit – Importing Customer Feedback Data Into The Customer Engagement Program
Companies are trying different ways collecting feedback from customers but only if the data are turned into actionable insights they will be most valuable to business decisions for profit and growth.
- Collecting customer data from both external and internal sources
- Aligning the surveys with the data analysis
- Acting on the data and generating growth
Jeremy Whyte
Director, Customer Feedback & Reporting
Oracle Corporation