|
|
11th Annual Customer Experience Conference
Overview
Integrated Customer Strategies that Enable Companies to Survive and Thrive During the Downturn
February 2-4, 2009
In today’s times of economic turbulence, markets become a savage battlefield where companies fight to hold existing customers and wrest market share from weaker competitors. Today’s winners are those who adopt an Integrated Customer Strategy, mastering the art of listening to, engaging and aligning with their customers. When product quality alone is not enough to win wary customers, integrated customer strategies provide the pathway to align innovation, customer service, marketing and sales to maintain and strengthen customer relationships.
During the recent democratic presidential campaign we witnessed the dramatic impact online strategies have on customer loyalty. Businesses can learn from campaign managers who effectively engaged diverse audiences through the web and social media. The use of such technologies to capture and enhance the customer experience is one of the topics explored at the Global Benchmarking Council’s 11th Annual Customer Experience Conference.
We will investigate winning strategies – and potential pitfalls – to the business practices, new technologies, and current tactics employed by companies that have successfully become more customer-centric, efficient and profitable. Companies will share their experiences across critical integrated customer strategies ranging from customer segmentation, employing customer lifetime value analysis, and refined call center and internet strategies to the use of next-generation customer retention programs and new social networking technologies to innovate and reach customers directly.
We invite service, sales, call center and marketing leaders whose jobs depend on servicing customers; who are tasked with defending and gaining market share and enhancing loyalty with their most critical customer segments.
The Global Benchmarking Council interviewed customer experience professionals from among its client base of Fortune 500 companies to build an agenda that is applicable to you today. Topics on slate for this benchmarking exchange and working conference include:
- Managing customer experience from top to bottom and bottom to top of the organization and the implication for change management
- Preserving customer experience while reducing costs
- Understanding and utilizing customer behaviors and social trends to enhance solution selling and shape new product development
- Understanding the customers’ workflows and customer life time value
- Utilizing the web and social networking forums to assess and to enhance the customer experience across channels in the organization
- Current trends and future directions of effectively managing and staffing customer call centers across a global marketing place
- Implementing innovative marketing tools to increase the impact of customer interactions
- Using technology to accelerate processes that connect customers to the business
- Using innovative customer listening posts – from web interactions and early warning systems to complaint tracking – to retain valued customers and improve customer experience
- Developing measurement systems to better understand what triggers a positive customer experience
- Working with customer focus champions to mobilize employees
Please contact Cameron Tew at ctew@best-in-class.com or (919) 403-0251 for more information on this event.
Speakers and Best Practice Case Studies
The following companies will be presenting best practice case studies on delivering quality customer experience.
Abbott Labs
The Crowd's Noise Level is Increasing: Understanding User Generated Content and Enhancing its Impact on Your Reputation
Simon Goldberg, Director, Electronic Communications, Corporate Public Affairs
Biography
With every vital demographic group -- consumer patients, physicians, opinion leading bloggers -- already shaping your online brand, the choice is simple: ignore them at your peril or learn how to engage and team up through social networks, community sites and other social media tools.
We will discuss the increasing importance of reputation monitoring and management. Reputation monitoring and management is more important than ever because consumer patients, physicians and bloggers are now shaping the discussion about your brand online with or without you. Learn how health focused social networks, blogs, wikis and community sites are one of your biggest challenges and also one of your biggest opportunities.
_____________________________________________________________________________________________________________________________
Satmetrix
How to Ride Out the Recession with Your Customers
Richard Owen, CEO
Co-author of "Answering the Ultimate Question"
Biography
Join Richard Owen, CEO, Satmetrix, as he discusses the impact of the economic downturn and how companies can stay focused on their customers. He will discuss accounting decisions vs. growth decisions and how they affect customer experience. Incorporating real-life examples from his new book, Answering the Ultimate Question, Owen will offer tips on the key things companies can do that will have the greatest impact on customer experience and loyalty over the next six months.
_____________________________________________________________________________________________________________________________
Dell
Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn
William Grundstrom, Head of Business Process Improvement (retired)
Biography
Bill will facilitate our panel discussion on “Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn”. Bill will share his thoughts and lend his professional expertise on what companies can do in 2009 to recover their lost customers, and steps they can take to rebuild customer loyalty through the economic downturn.
_____________________________________________________________________________________________________________________________
Eli Lilly
Michael Fowler, Virtual Sales Manager
Biography | 
Eli Lilly
Chad Hall, Virtual Sales
Biography |
Listen, Innovate, Change
This interactive presentation will review the current and evolving environment for pharmaceutical sales and marketing. The focus will be on the importance of the following bullet points utilizing real-world examples and stories:
- Customer needs & the role of nontraditional segmentation for Healthcare professionals
- Value of innovation in pharmaceutical sales and marketing and how to establish a process for ongoing ideation and experimentation
- Sustainable change can only be achieved through gaining customer insights (listening) and delivering innovative capabilities that meet and exceed those needs
_____________________________________________________________________________________________________________________________
Aflac
Delivering on a Promise that Fosters Customer Loyalty
Teresa Robinson, Senior Manager, Business Process Excellence
Biography
As a provider of intangible products Aflac knows the importance of delivering on its promise. A promise to provide policyholders the immediate peace of mind that comes from knowing they are prepared for whatever life brings. In this presentation Teresa will share Aflac's approach to customer experience. This unique approach consists of the following three key components; Creating a Culture of Service, Measuring the Customer Experience and Pursuing Continuous Improvement.
_____________________________________________________________________________________________________________________________
The Ritz-Carlton Leadership Center
The Ritz-Carlton Gold Standards
Diana Oreck, Vice President of Global Learning and Leadership Center
Biography
The Ritz-Carlton Gold Standards are the foundation of The Ritz-Carlton Hotel Company, L.L.C. They encompass the values and philosophy by which we operate and include: the Credo, the Motto, the Three Steps of Service, Service Values and the Employee Promise.
_____________________________________________________________________________________________________________________________
Thomson Reuters
Customer Centricity: Using Client Alignment Strategies to Grow and Retain Customer Relationships
Jeff Heard, VP of Organizational Development
Biography
To accelerate Thomson Reuters' customer integrated strategy aimed at building mutually profitable partnerships with customers, the Thomson Reuters Sales Council and Best Practices, LLC researchers worked in conjunction to develop and fine-tune a customer centricity assessment tool. This operational tool evaluates the maturity and effectiveness of business systems designed to ensure customer alignment and to support profitable growth. After spearheading pilots of the assessment tool within two Thomson Reuter's business units, Jeff will share how he intends for the customer-centric assessment process to help all business units identify strengths and improvement opportunities and encourage sharing of best practices across the company throughout 2009.
_____________________________________________________________________________________________________________________________
Eli Lilly
Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn
Glenn Moehling, Director
Biography
Glenn will participate on our panel discussion on “Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn”. Glenn will share his thoughts and lend his professional expertise on what companies can do in 2009 to recover their lost customers and steps they can take to rebuild customer loyalty even through the economic downturn.
_____________________________________________________________________________________________________________________________
Boost Mobile
Incorporating a Cross-Functional Design & Implementation Approach to Customer Experience
Dann Allen, Senior Manager, Customer Lifecycle Management – Customer Experience
Biography
In this presentation Dann will discuss how Boost Mobile took the company’s vision and developed a CE strategy, customer commitments and standards. We will learn more about the steps taken to ensure that customer commitments and standards are considered cross-functional and designed into every touch point in the customer lifecycle. Dann will also discuss the Voice of the Customer (VOC) aspect of deciphering what customers are thinking/feeling about the products and services provided, and more importantly how to act and report upon this information.
_____________________________________________________________________________________________________________________________
Teradata
Putting the Theory to Work: Successful Methods for Creating Positive Customer Experiences through Customer Knowledge
Ronald Swift, Vice President of Customer Relationship Management
Biography
In today's economic environment, the reduction of expenditures for marketing and customer services COMBINED with extensive analytical methodologies can drive stability and opportunity. Many firms have developed key strategies and techniques for ensuring an effective knowledge-base of the customers and methods to overcome the silo (marketing database) approach. The drive towards improved customer satisfaction and retention is aimed at achieving positive, synchronized, and meaningful experiences for your customers and channel partners. Practical case study examples will provide insight for executives and managers in marketing, direct sales, research, analytics, database management, advertising, or customer contact support roles. Cross-Industry examples will highlight significant business process flow models and results of successful firms executing highly positive activities for their customers. This valuable session will assist in enabling you to use proven techniques for customer retention, customer satisfaction, customer growth, data management and cost elimination, and customer value assessment (CLTV).
In this session you will learn about:
• A marketing framework and business model for analyzing your customers
• How firms have used this strategy and the techniques of integration to lower costs
• Methods for enhancing the customer's experiences through detailed customer information
• A flexible spreadsheet model to estimate the value of retention of your best customers
• Case examples of success in B2B, B2C, B2b2C, and electronic channel marketing
• Best Practices in multiple industries and common types of customer marketing projects
_____________________________________________________________________________________________________________________________
KDH Systems, Inc.
Building Customer Communities and Increasing Customer Loyalty with Web 2.0 and Online Tools
Susan L. Brown, CMO
Biography
Susan Brown will describe the essential elements of online and Web 2.0 marketing tools that enable companies to engage their customers and create better customer experiences.
|
|