This document provides information about the 6th Annual Customer Feedback Week conference taking place from September 21-24, 2009 in Atlanta, GA. The conference will focus on capturing customer feedback, analyzing data, and translating feedback into meaningful action. Speakers from various industries will provide insights on leveraging customer voice for survival and growth. Attendees will learn how to quantify the impact of enhanced customer experience on revenue, word-of-mouth, and risk. The conference aims to help participants strengthen their customer feedback programs and return with action plans to improve customer satisfaction, loyalty, and business performance.
The document discusses strategies for building applications and services that can scale to handle large amounts of traffic and data. It covers using databases like Postgres and MySQL, augmenting them with Redis for tasks like counters and activity streams. It also discusses using queues like Celery with brokers like RabbitMQ to process asynchronous tasks. Object caching and caching views with Redis is presented as another scaling technique. The document emphasizes enhancing existing databases rather than replacing them, queuing all operations, and keeping solutions relatively simple rather than overly complex.
The 11th Annual Call Center Week is the fastest growing call center event in the world! This event designed to help companies create a customer-centric culture that inspires excellence and grows the top line. Attend Call Center Week and find out how to efficiently create a customer experience that produces engaged employees, drive performance improvement, leverage tools and social media for enhancing agent and customer satisfaction and prepare your organization for Voice of the Customer initiatives. Our practitioner speakers will share practical, measurable success stories needed to enhance business results.
The document provides an agenda and details for the 11th Annual Call Center Week conference to be held June 14-18, 2010 in Las Vegas, NV. It highlights new speaker faculty from leading companies, site tours of award-winning call centers, and pre-conference master classes on metrics/processes and call center operations mathematics. Sessions will focus on creating a customer-centric culture, performance improvement, and enhancing the customer experience. The conference aims to provide call center professionals with insights and strategies to grow business results.
There is a territory that exists in the borderlines between you and your customers. It’s a place where opportunity lives, if only you know where to look….
Revolutionize with Mobile/Social! — 10 Strategies & 20 CasesVivastream
The document discusses strategies for leveraging mobile and social media to broaden existing direct marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, word of mouth/viral marketing, personalization, and relationship building. The presentation provides 24 case studies illustrating these drivers and frameworks for social media and mobile marketing strategies. It aims to help companies generate new revenue by tapping into consumer engagement across digital channels.
The document discusses strategies for building applications and services that can scale to handle large amounts of traffic and data. It covers using databases like Postgres and MySQL, augmenting them with Redis for tasks like counters and activity streams. It also discusses using queues like Celery with brokers like RabbitMQ to process asynchronous tasks. Object caching and caching views with Redis is presented as another scaling technique. The document emphasizes enhancing existing databases rather than replacing them, queuing all operations, and keeping solutions relatively simple rather than overly complex.
The 11th Annual Call Center Week is the fastest growing call center event in the world! This event designed to help companies create a customer-centric culture that inspires excellence and grows the top line. Attend Call Center Week and find out how to efficiently create a customer experience that produces engaged employees, drive performance improvement, leverage tools and social media for enhancing agent and customer satisfaction and prepare your organization for Voice of the Customer initiatives. Our practitioner speakers will share practical, measurable success stories needed to enhance business results.
The document provides an agenda and details for the 11th Annual Call Center Week conference to be held June 14-18, 2010 in Las Vegas, NV. It highlights new speaker faculty from leading companies, site tours of award-winning call centers, and pre-conference master classes on metrics/processes and call center operations mathematics. Sessions will focus on creating a customer-centric culture, performance improvement, and enhancing the customer experience. The conference aims to provide call center professionals with insights and strategies to grow business results.
There is a territory that exists in the borderlines between you and your customers. It’s a place where opportunity lives, if only you know where to look….
Revolutionize with Mobile/Social! — 10 Strategies & 20 CasesVivastream
The document discusses strategies for leveraging mobile and social media to broaden existing direct marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, word of mouth/viral marketing, personalization, and relationship building. The presentation provides 24 case studies illustrating these drivers and frameworks for social media and mobile marketing strategies. It aims to help companies generate new revenue by tapping into consumer engagement across digital channels.
National retail federation yosi heber speech 1-15-13Yosi Heber
This document discusses strategies for leveraging mobile and social media to broaden existing retail marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, word-of-mouth marketing, personalization, and mobility. The presentation provides 12 case studies illustrating these drivers and discusses how to apply the principles to increase customer engagement, drive revenue, and build brands using an analytic framework called the EQ Pulse. The speaker is the president of a strategic marketing firm that advises major companies on integrating digital media.
The document discusses 8 customer experience megatrends that will impact companies over the next 3 to 5 years according to Temkin Group. It outlines each megatrend in 1-2 paragraphs describing the current situation, emerging capabilities, and key implications. The megatrends include increased use of customer insights, text analytics to understand unstructured data, improving customer service interactions, focusing on loyalty metrics, using touchscreens for online interactions, integrating social media, blending digital and physical experiences, and engaging employees to improve customer engagement.
Salesforce is the leading virtual application for all enterprises with a large workforce. Salesforce is one of the best online cloud system for businesses because it enables easy collaboration amongst your sales, customer service, marketing team, and much more. All of the applications offered by Salesforce are known to be the best online cloud system because it's not only easy to use, but it's also easily manageable amongst your employees. All businesses need some sort of applications to save, store, and share data and this cloud computing system allows you to track and record different types of transactions and processes that usually takes up a lot of time and reduces the amount of productivity that your workforce could be performing. By managing and tracking all of your data, you can find errors to fill throughout any downtime through innovative products that act as a digital computing solution for all your business needs. Salesforce, the best online cloud system, allows you to improve productivity, efficiency, and your bottom line. Salesforce lives up to that potential as the leading virtual sales system for support for this very reason. If your looking for the best online cloud system then you've arrived at your destination. All businesses can benefit from many of Salesforce's AppExchange programs which allows you to use any of their developed leading CRM applications to collaborate and effectively organize and retrieve data. Hands down, Salesforce is the best online cloud system for businesses. Check out the slide to see why big corporations are saying Salesforce is the best online cloud system for businesses.
To try Salesforce go here http://billionairesintraining.com/partners/salesforce/, and enter REF:SLIDESHARESF in the "Interests" box at the bottom of the page. Thank you and I look forward to doing business with you.
Revolutionize with Mobile/Social! — 10 Strategies & 20 CasesVivastream
The document discusses strategies for leveraging mobile and social media to broaden direct marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, active customer participation, word-of-mouth and viral marketing. It provides 24 case studies illustrating these drivers, such as JetBlue using mobile QR codes, Clorox providing a mobile stain removal app, and Starbucks promoting ice cream on Facebook. The presentation aims to help businesses generate new revenue by integrating these digital strategies.
The Navy has been recognized as the winner of the top award from Workforce Management Magazine, the premier international human resources publication. This General Excellence Award recognizes organizations excelling across key areas and is considered especially prestigious. It is only the second government entity to win this award. The Navy was recognized for programs like COOL, TFLW, AIP, and initiatives improving access to education. This year's success builds on progress in the Navy's Top 50 initiative to increase recognition as a top workplace. Next steps include expanding consideration of initiatives across the Navy and increasing internal awareness of success through communication and employee surveys.
The document discusses 4 key points about worldviews and knowledge building: 1) Perceptions are based on past assumptions, 2) Embracing diverse opinions helps identify obsolete assumptions and new ideas, 3) Language shapes worldviews and limits understanding, and 4) The success of change initiatives depends on understanding how the world occurs for employees. It argues that continuously improving worldviews through feedback is important for organizational learning and performance.
The document discusses how businesses need to adapt to succeed in today's complex and changing economic environment. It recommends that companies focus on value, exploit opportunities, and act with speed. Additionally, it emphasizes that business partners need to team up and capitalize on hot opportunities like green IT and social networking through ecosystem development. Finally, it provides steps for business partners to get started in establishing leadership, making hard decisions, developing a roadmap, and communicating their plans.
Notes Version: Revolutionize Your Direct Marketing with SocialMobile! - 10 St...Vivastream
This document discusses strategies for leveraging social networking and mobile technologies to broaden direct marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, active customer participation, and word of mouth/viral marketing. It provides 24 case studies illustrating how companies have successfully applied these drivers, such as using mobile apps, social media, and customer generated content. The presentation aims to help businesses generate new revenue through Web 2.0 and mobile channels.
Why we need to take a customer focused approach to HealthcareDaniel Teper
This document discusses building momentum for life sciences companies through customer-focused strategies. It provides examples of how Skype and Gleevec leveraged internal and external momentum by focusing on compelling customer insights and vibrant customer engagement. Healthcare reform is debated, with some arguing for more competition through incentives for improved health and transparency.
VolunteerMatch Solutions BPN Webinar: Show Me the Value – Committing to Impac...VolunteerMatch
The document discusses committing to impact measurement for corporate social responsibility programs. It presents on measuring the outcomes and value of CSR initiatives like volunteerism, grants and donations. Tracking inputs like hours and outputs like beneficiaries served is common, but measuring impact on social issues or business metrics like sales, recruiting and brand remains a challenge. The presentation provides a case study of Apollo Group's volunteer program and how the standardized surveys they use through VolunteerMatch helped prove the program's social and business value by increasing efficiency, reach, satisfaction, skills, sales and other metrics. It recommends practices like continuous measurement, focusing on key metrics, and presenting results to leaders.
ShortTrack CEO is a business management system designed by CEOs for leadership teams of private companies with less than $100 million in revenue. The ShortTrack system enables CEOs to master the four fundamental areas of their business that impact their value — Foundation, Market, People, and Operations — and align their team to their purpose to get measurable results every 90 days.
The ShortTrack CEO system encompasses training, consulting, mentoring, seminars, and self study; is backed by a complete set of tools; and is delivered to clients by a seasoned CEO over a 12 month period.
The document introduces a Social Web Manager tool for enterprises. It summarizes that social media is growing rapidly and transforming online experiences. However, enterprises face issues with social media adoption like lack of commitment, best practices and controls. The Social Web Manager features help secure outgoing messages, participate in conversations from one place, measure campaign results, and support multiple brands/campaigns with minimal footprint. Screenshots show monitoring both user-generated and enterprise-published content.
This document discusses the importance of customer experience management (CEM) and outlines a six-step process for designing and delivering excellent customer experiences. It emphasizes that managing customer experiences effectively leads to increased customer loyalty, advocacy, and business growth. The six steps include conducting a customer experience audit, developing a brand proposition, designing internal communications and processes, designing the actual customer experiences, implementing supporting employee behaviors, and ongoing external communication. Real-world examples from companies like Virgin, First Direct, and Burberry are provided to illustrate how to design memorable customer journeys and measure the impact on key metrics like sales, loyalty, and advocacy.
The document discusses customer experience management and outlines a six-step process for improving customer experience. It notes that firms with stronger customer relationships achieve loyalty levels three times higher than others. The six steps include conducting a customer experience audit, creating a brand proposition, designing the customer experience, improving internal communication, updating products/processes, and enhancing external communication. The goal is to move from being product-focused to creating lifestyle brands that provide exceptional experiences and build brand loyalty.
Business is now Social, Jeremy Cooper, Salesforce.comPaul Writer
Businesses are looking to leverage social media as a way to gain deeper insight into what customers want and get feedback on how to improve the customer experience, while also attempting to navigate and utilize these same platforms for internal communication and creativity. Jeremy Cooper will share his insights on how cloud computing can bring together industry leading cloud platforms like Google, Facebook and Twitter with traditional contact center channels like phone, email and chat to capture every conversation and leverage every community expert in the cloud. He will also demonstrate how consumer driven sites have shown companies a smarter way to collaborate, leveraging ease-of-use and social features to create rich user experiences and improve productivity.
Online Advertising Theatre; Removing the barriers: how developments in online...TFM&A
1) Developments in online and offline data are allowing for greater audience targeting and personalization across channels.
2) Display advertising spending is growing strongly in Europe and the UK, driven by improved audience targeting capabilities.
3) Data management platforms (DMPs) are helping advertisers connect data from various sources to build a single view of audiences and optimize targeting across channels like search, display, and mobile.
This document provides an overview of an introductory marketing lecture. It discusses key topics such as defining marketing and how it fits with business strategy, trendspotting, identifying market opportunities, innovation types, and creating customer value. The presentation emphasizes developing a value-driven strategy and positioning a product to meet primary customer benefits. It also covers segmentation, pricing, distribution partnerships, and lessons from successful marketing campaigns like ShamWow. The overall summary focuses on analyzing markets, understanding customer needs, and communicating clear product benefits.
Join the Dots is a consumer insight agency established in 1998 with around 50 staff members across offices in North and South [England]. They help clients understand customers, navigate change, and capitalize on opportunities through primary consumer research, market knowledge, and providing the "bigger picture." Join the Dots aims to contextualize client questions and bring together primary and secondary sources to deliver broader consumer perspectives. They design research projects clients can trust and provide compelling, impactful communication of findings to influence business decisions.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
National retail federation yosi heber speech 1-15-13Yosi Heber
This document discusses strategies for leveraging mobile and social media to broaden existing retail marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, word-of-mouth marketing, personalization, and mobility. The presentation provides 12 case studies illustrating these drivers and discusses how to apply the principles to increase customer engagement, drive revenue, and build brands using an analytic framework called the EQ Pulse. The speaker is the president of a strategic marketing firm that advises major companies on integrating digital media.
The document discusses 8 customer experience megatrends that will impact companies over the next 3 to 5 years according to Temkin Group. It outlines each megatrend in 1-2 paragraphs describing the current situation, emerging capabilities, and key implications. The megatrends include increased use of customer insights, text analytics to understand unstructured data, improving customer service interactions, focusing on loyalty metrics, using touchscreens for online interactions, integrating social media, blending digital and physical experiences, and engaging employees to improve customer engagement.
Salesforce is the leading virtual application for all enterprises with a large workforce. Salesforce is one of the best online cloud system for businesses because it enables easy collaboration amongst your sales, customer service, marketing team, and much more. All of the applications offered by Salesforce are known to be the best online cloud system because it's not only easy to use, but it's also easily manageable amongst your employees. All businesses need some sort of applications to save, store, and share data and this cloud computing system allows you to track and record different types of transactions and processes that usually takes up a lot of time and reduces the amount of productivity that your workforce could be performing. By managing and tracking all of your data, you can find errors to fill throughout any downtime through innovative products that act as a digital computing solution for all your business needs. Salesforce, the best online cloud system, allows you to improve productivity, efficiency, and your bottom line. Salesforce lives up to that potential as the leading virtual sales system for support for this very reason. If your looking for the best online cloud system then you've arrived at your destination. All businesses can benefit from many of Salesforce's AppExchange programs which allows you to use any of their developed leading CRM applications to collaborate and effectively organize and retrieve data. Hands down, Salesforce is the best online cloud system for businesses. Check out the slide to see why big corporations are saying Salesforce is the best online cloud system for businesses.
To try Salesforce go here http://billionairesintraining.com/partners/salesforce/, and enter REF:SLIDESHARESF in the "Interests" box at the bottom of the page. Thank you and I look forward to doing business with you.
Revolutionize with Mobile/Social! — 10 Strategies & 20 CasesVivastream
The document discusses strategies for leveraging mobile and social media to broaden direct marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, active customer participation, word-of-mouth and viral marketing. It provides 24 case studies illustrating these drivers, such as JetBlue using mobile QR codes, Clorox providing a mobile stain removal app, and Starbucks promoting ice cream on Facebook. The presentation aims to help businesses generate new revenue by integrating these digital strategies.
The Navy has been recognized as the winner of the top award from Workforce Management Magazine, the premier international human resources publication. This General Excellence Award recognizes organizations excelling across key areas and is considered especially prestigious. It is only the second government entity to win this award. The Navy was recognized for programs like COOL, TFLW, AIP, and initiatives improving access to education. This year's success builds on progress in the Navy's Top 50 initiative to increase recognition as a top workplace. Next steps include expanding consideration of initiatives across the Navy and increasing internal awareness of success through communication and employee surveys.
The document discusses 4 key points about worldviews and knowledge building: 1) Perceptions are based on past assumptions, 2) Embracing diverse opinions helps identify obsolete assumptions and new ideas, 3) Language shapes worldviews and limits understanding, and 4) The success of change initiatives depends on understanding how the world occurs for employees. It argues that continuously improving worldviews through feedback is important for organizational learning and performance.
The document discusses how businesses need to adapt to succeed in today's complex and changing economic environment. It recommends that companies focus on value, exploit opportunities, and act with speed. Additionally, it emphasizes that business partners need to team up and capitalize on hot opportunities like green IT and social networking through ecosystem development. Finally, it provides steps for business partners to get started in establishing leadership, making hard decisions, developing a roadmap, and communicating their plans.
Notes Version: Revolutionize Your Direct Marketing with SocialMobile! - 10 St...Vivastream
This document discusses strategies for leveraging social networking and mobile technologies to broaden direct marketing efforts. It outlines 10 strategic revenue drivers for digital growth, including initial customer engagement, active customer participation, and word of mouth/viral marketing. It provides 24 case studies illustrating how companies have successfully applied these drivers, such as using mobile apps, social media, and customer generated content. The presentation aims to help businesses generate new revenue through Web 2.0 and mobile channels.
Why we need to take a customer focused approach to HealthcareDaniel Teper
This document discusses building momentum for life sciences companies through customer-focused strategies. It provides examples of how Skype and Gleevec leveraged internal and external momentum by focusing on compelling customer insights and vibrant customer engagement. Healthcare reform is debated, with some arguing for more competition through incentives for improved health and transparency.
VolunteerMatch Solutions BPN Webinar: Show Me the Value – Committing to Impac...VolunteerMatch
The document discusses committing to impact measurement for corporate social responsibility programs. It presents on measuring the outcomes and value of CSR initiatives like volunteerism, grants and donations. Tracking inputs like hours and outputs like beneficiaries served is common, but measuring impact on social issues or business metrics like sales, recruiting and brand remains a challenge. The presentation provides a case study of Apollo Group's volunteer program and how the standardized surveys they use through VolunteerMatch helped prove the program's social and business value by increasing efficiency, reach, satisfaction, skills, sales and other metrics. It recommends practices like continuous measurement, focusing on key metrics, and presenting results to leaders.
ShortTrack CEO is a business management system designed by CEOs for leadership teams of private companies with less than $100 million in revenue. The ShortTrack system enables CEOs to master the four fundamental areas of their business that impact their value — Foundation, Market, People, and Operations — and align their team to their purpose to get measurable results every 90 days.
The ShortTrack CEO system encompasses training, consulting, mentoring, seminars, and self study; is backed by a complete set of tools; and is delivered to clients by a seasoned CEO over a 12 month period.
The document introduces a Social Web Manager tool for enterprises. It summarizes that social media is growing rapidly and transforming online experiences. However, enterprises face issues with social media adoption like lack of commitment, best practices and controls. The Social Web Manager features help secure outgoing messages, participate in conversations from one place, measure campaign results, and support multiple brands/campaigns with minimal footprint. Screenshots show monitoring both user-generated and enterprise-published content.
This document discusses the importance of customer experience management (CEM) and outlines a six-step process for designing and delivering excellent customer experiences. It emphasizes that managing customer experiences effectively leads to increased customer loyalty, advocacy, and business growth. The six steps include conducting a customer experience audit, developing a brand proposition, designing internal communications and processes, designing the actual customer experiences, implementing supporting employee behaviors, and ongoing external communication. Real-world examples from companies like Virgin, First Direct, and Burberry are provided to illustrate how to design memorable customer journeys and measure the impact on key metrics like sales, loyalty, and advocacy.
The document discusses customer experience management and outlines a six-step process for improving customer experience. It notes that firms with stronger customer relationships achieve loyalty levels three times higher than others. The six steps include conducting a customer experience audit, creating a brand proposition, designing the customer experience, improving internal communication, updating products/processes, and enhancing external communication. The goal is to move from being product-focused to creating lifestyle brands that provide exceptional experiences and build brand loyalty.
Business is now Social, Jeremy Cooper, Salesforce.comPaul Writer
Businesses are looking to leverage social media as a way to gain deeper insight into what customers want and get feedback on how to improve the customer experience, while also attempting to navigate and utilize these same platforms for internal communication and creativity. Jeremy Cooper will share his insights on how cloud computing can bring together industry leading cloud platforms like Google, Facebook and Twitter with traditional contact center channels like phone, email and chat to capture every conversation and leverage every community expert in the cloud. He will also demonstrate how consumer driven sites have shown companies a smarter way to collaborate, leveraging ease-of-use and social features to create rich user experiences and improve productivity.
Online Advertising Theatre; Removing the barriers: how developments in online...TFM&A
1) Developments in online and offline data are allowing for greater audience targeting and personalization across channels.
2) Display advertising spending is growing strongly in Europe and the UK, driven by improved audience targeting capabilities.
3) Data management platforms (DMPs) are helping advertisers connect data from various sources to build a single view of audiences and optimize targeting across channels like search, display, and mobile.
This document provides an overview of an introductory marketing lecture. It discusses key topics such as defining marketing and how it fits with business strategy, trendspotting, identifying market opportunities, innovation types, and creating customer value. The presentation emphasizes developing a value-driven strategy and positioning a product to meet primary customer benefits. It also covers segmentation, pricing, distribution partnerships, and lessons from successful marketing campaigns like ShamWow. The overall summary focuses on analyzing markets, understanding customer needs, and communicating clear product benefits.
Join the Dots is a consumer insight agency established in 1998 with around 50 staff members across offices in North and South [England]. They help clients understand customers, navigate change, and capitalize on opportunities through primary consumer research, market knowledge, and providing the "bigger picture." Join the Dots aims to contextualize client questions and bring together primary and secondary sources to deliver broader consumer perspectives. They design research projects clients can trust and provide compelling, impactful communication of findings to influence business decisions.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
3 Simple Steps To Buy Verified Payoneer Account In 2024SEOSMMEARTH
Buy Verified Payoneer Account: Quick and Secure Way to Receive Payments
Buy Verified Payoneer Account With 100% secure documents, [ USA, UK, CA ]. Are you looking for a reliable and safe way to receive payments online? Then you need buy verified Payoneer account ! Payoneer is a global payment platform that allows businesses and individuals to send and receive money in over 200 countries.
If You Want To More Information just Contact Now:
Skype: SEOSMMEARTH
Telegram: @seosmmearth
Gmail: seosmmearth@gmail.com
The Genesis of BriansClub.cm Famous Dark WEb PlatformSabaaSudozai
BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Digital Marketing with a Focus on Sustainabilitysssourabhsharma
Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
How to Implement a Strategy: Transform Your Strategy with BSC Designer's Comp...Aleksey Savkin
The Strategy Implementation System offers a structured approach to translating stakeholder needs into actionable strategies using high-level and low-level scorecards. It involves stakeholder analysis, strategy decomposition, adoption of strategic frameworks like Balanced Scorecard or OKR, and alignment of goals, initiatives, and KPIs.
Key Components:
- Stakeholder Analysis
- Strategy Decomposition
- Adoption of Business Frameworks
- Goal Setting
- Initiatives and Action Plans
- KPIs and Performance Metrics
- Learning and Adaptation
- Alignment and Cascading of Scorecards
Benefits:
- Systematic strategy formulation and execution.
- Framework flexibility and automation.
- Enhanced alignment and strategic focus across the organization.
Discover timeless style with the 2022 Vintage Roman Numerals Men's Ring. Crafted from premium stainless steel, this 6mm wide ring embodies elegance and durability. Perfect as a gift, it seamlessly blends classic Roman numeral detailing with modern sophistication, making it an ideal accessory for any occasion.
https://rb.gy/usj1a2
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
1. Go Beyond Loyalty and Retention to Word of Mouth,
present the… Word of Mouse and a Full Range of Social Media
6th Customer September 21-24, 2009
The Omni Hotel at CNN
Atlanta, GA
TM
Feedback Week Also Featuring:
HOME DEPOT Site Tour
Listening and Acting on VOC to ’09 Fortune World’s Most Admired Companies
’09 Fortune Blue Ribbon Company
Boost Satisfaction, Loyalty, Innovation SOUTHWEST AIRLINES
’09 Fortune World’s Most Admired Companies
and Revenue
CASE-MATE
COMPUCOM
Best Contact Center Supervisor of the Year
(2008), ITIL Service Management Certified v3
Capitalize on Best Practices for Implementing a SUNTRUST BANKS, INC.
2009 Fortune’s World’s Most Admired Companies
Crucial Three Pronged Process:
SUN MICROSYSTEMS
’09 Fortune World’s Most Admired Companies
Capturing Translating
Analyzing SPRINT NEXTEL
Customer Feedback
Feedback ’09 Fortune’s Global 500
Feedback into Action ’09 InformationWeek’s 250 Top Innovators
HAYS
’07 Human Capital Recruitment Agency
Our expert faculty will demonstrate how to listen to VOC of the Year
to uncover opportunities along with action plans to
PETNOVATIONS
convert them into measurable action with assured payoff. ’07 Editor’s Choice Award Pet Product News
Featuring a BRAND NEW Speaker Faculty for 2009:
DELAWARE NORTH COMPANIES
2008 EcoStar Award
Farnaz Wallace, Executive Vice Scott Swift, Director of
President and Chief Marketing Consumer Affairs, HUNTER
Officer, CHURCH’S CHICKEN DOUGLAS
’09 FS/TEC Top Technology ’07 Best Company to Work for in
Award for Project Excellence Colorado Sponsors:
Derek Ungless, Executive Vice Don Hill, Director of Service
President and Chief Marketing Delivery and Customer
Officer, DSW Advocacy, TRAVELOCITY
‘06 Kiplinger award for loyalty ’08 1to1 Impact Award
program
Jeffrey K. Kay, Director of
Lynn Holmgren, National Mayor Bloomberg’s Office
Director of Customer Care, of Operations
WHIRLPOOL CORPORATION
’09 Fortune World’s Most Admired Matt Greenberger, Consumer
Companies Experience Champion,
MOTOROLA
Jeremy Whyte, Director of ’09 Information Week 250 Top
SAVE UP TO $2,196 WHEN
Customer Feedback and Innovators YOU REGISTER BY JULY 17th!
Reporting, ORACLE See Page 7 for details.
’09 Forbes Best Big Companies
To Register Contact Rachel Howes at +1-416-597-4766 or Email : rachel.howes@iqpc.com
2. Who Will Attend
6th Customer VPs, Directors and Managers
involved in:
Feedback Week TM
•
•
•
Client and Guest Services
Customer Experience and Loyalty
Brand and Product Management
• Marketing and Marketing
Dear Executive: Research
• Strategic Planning
When resources are scarce, how do • Social Media
you get a seat at the table with mark
information that delivers an immediat eting and finance? By providing
e payoff and impact on the bottom • Customer Feedback and
people to bring problems, they wan line. Executives don’t want
t opportunities along with actio Reporting
measurable action with assured n plans to convert them to
payoff. • Technology Support
Now more than ever, we need to and any customer focused
capture customer feedback, anal
feedback into action. If we don’t yze the data and translate
effectively listen and respond to custo executive!
someone else surely will in an effort mers in this tough economy, then
to snap up the business. It’s becoming
customers, so we must keep the custo so much harder to attract new
mers we already have! But, new resea
that the VOC process is still fragmente rch from TARP Worldwide finds
Quality, Service and Chief Customer
d in a majority of organizations, brok
Officers, leading to dysfunction, ineff
en up between Market Research, Sponsorship and
iciency and politics.
At the 6th Annual Customer Feed Exhibition
back Week, senior-level practitione
leveraging the voice of the customer
beyond loyalty and retention to
rs will provide real-world insight on
for survival and ideally growth and profi
t. The conference will go
Opportunities
word of mouth, word of mouse
We’ll address not only measurin and full range of social media. Sponsorships and exhibits are
g it but using the feedback to man
age it to maximize effect. excellent opportunities for your
Every interaction is an opportunity to company to showcase its products
enhance your relationship with the
and use that information to create value customer, gain valuable information
enterprise-wide. Customer feedback and services to high-level, targeted
satisfaction, loyalty, innovation and coupled with action boosts
revenue as well as identifies inter decision-makers attending the 6th
thereby saving expense. actions that are preventable,
Annual Customer Feedback
After spending several days with us, Week. Customer Management IQ
delegates will return to their environm and Marketing IQ help companies
their customer feedback programs to ent reenergized and ready to take
the next level. Plus, we will offer a road
to avoid the bumps and bruises that map that will enable companies like yours achieve important sales,
others experienced.
marketing and branding objectives
When the Going Gets Tough, the by setting aside a limited number of
Tough Get Going!!
event sponsorships and exhibit
This important event will take a realis
tic look at the economy and offer strate spaces, all of which are tailored to
and case studies to weather the econ gies, insight, practical examples
omic storm, and even come out ahea assist your organization in creating a
help you place customer feedback with d – stronger and more agile. We’ll
in the context of corporate functions platform to maximize its exposure at
experience, end to end. to assure impact on the customer
the event and to its attendees.
Addressing Current Challenges!
For more information on sponsoring or
Despite the fact that many companies exhibiting at the 6th Annual Customer
are focusing on Listening to the Voice
has uncovered that our audience is of the Customer, IQPC’s research Feedback Week, please contact
still struggling with numerous challenge
• Making sense
of the voluminous amount of feedback s, including: Rachel Howes at (416) 597-4766 or
• Selecting those data and reduce duplication of effor
few key initiatives that will create signi t Rachel.Howes@iqpc.com
• Translating ficant business improvement
feedback into product and process
effectiveness innovations as well as improved mark
eting and sales
• Dealing with
tighter data collection budgets while
facing more demanding internal custo
• Leveraging
• Protecting the
technology to improve efficiency and
reduce operational costs
mers What’s New
company’s brand and image in a socia
• Getting existi
ng customers to continue to spend
l media world
money during tough economic time
for 2009!
• Driving strate s
gy by integrating the VOC with tradi
• Providing leade tional business planning processes • 20+ Brand New Speakers from
rship for inspiring excellence in stres
• Quantifying sful times Award Winning or Industry
the impact of an enhanced customer
experience Recognized Companies
Get ready for an exciting few days of • A Strong Emphasis on Social
learning, sharing and networking
with a diverse group of industries. I Media Platforms
look forward to growing with you.
• A great mix of “B to B” and
Sincerely, “B to C” speakers
the
P . Don miss
.S ’t • The addition of 2 speakers that
exciting site tour at are EVPs and Chief Marketing
Se e Page
Home Depot! Officers
6 for details.
Lisa Schulman
Sector Leader and Senior Conferen
Customer Management IQ/Marke
ce Producer Have a Story
ting Management IQ Divisions
International Quality & Productiv
ity Center (IQPC) to Tell?
Are YOU interested in being
considered as a speaker for future
customer management/marketing
events? If so, send a short e-mail
to describe your innovative
initiatives to Rachel Howes at
Rachel.Howes@iqpc.com .
2 Sponsors:
3. Pre-Conference Workshops
Monday, September 21, 2009
8:00 am – 11:00 am (Registration 7:30am)
A Leadership Development for Customer Excellence
NCO's Leadership Development for Excellence (LDE) program launched WHAT YOU WILL LEARN
in October 2007 and is designed to offer continuous leadership • How the training of agents and management is key to ensure the
education for our supervisors and division managers through Level 1 highest quality of customer care
and Level 2 certification. The goal is to develop our front-line leaders, • How to develop an action plan to continually improve leadership
thereby increasing agent retention with our teams. Lower attrition and performance and ultimately customer satisfaction
stronger leadership will build stronger customer relationships through
effective customer support and will improve profitability. Ann Mercadante
VP of Global Leadership Development
WHAT WILL BE COVERED NCO Customer Management
• The strong curriculum NCO Customer Management utilizes to
cultivate top-notch personnel 2008 Winner - IQPC Call Center Excellence Award for Best
• The importance of surveys in identifying the strengths and Performance Leveraging the Customer Experience as a
opportunities of each individual Strategic Business Driver
11:15am – 2:15pm (Registration 11:00am) (Lunch to be provided)
B Creating a Voice of the Customer (VOC) Process that Impacts the Entire Customer Experience
Most Chief Marketing and Finance Officers (CMOs and CFOs) view show how the analysis of damage to loyalty and word of can be used
customer experience as interesting but not directly linked to sales and to quantify the revenue implications of a better customer experience
revenue. Your VOC process only has impact when it can appeal to in a conservative manner that even CFOs will accept.
greed and can be written into budgets or provide any direct benefit to
them. This is because most VOC processes fail to quantify the revenue WHAT YOU WILL LEARN
word of mouth and risk benefits of enhanced marketing, service and • Key dimensions of loyalty and customer experience programs that
quality. Further they don’t explicitly highlight the 20-40% of can be quantified
dissatisfaction that is caused by marketing and sales that set incorrect • How to reconcile data from multiple sources and touch points
customer expectations. • Approaches for estimating revenue, word of mouth and risk impacts
• Approaches to obtaining C level officer buy in to your business case
WHAT WILL BE COVERED • How to evaluate your current measurement and reporting process
This session will show how to get CFO and CMO buy-in and support and identify key opportunities for improvement
for loyalty programs by drawing upon many different data sources and
integrating them into a unified Voice of the Customer, and then John Goodman
developing a conservative estimate of revenue, word of mouth and Vice Chairman
risk impact which is often ten times the cost-saving impact. Mr. TARP Worldwide
Goodman will describe TARP’s basic research on the impact of quality Author Strategic Customer Service
problems on loyalty and word of mouth and then, using examples
from financial services, direct mail, B2B and health care, he will then IQPC Top Rated Workshop Leader
2:30pm - 5:30pm (Registration 2:15pm)
C Leadership Development for Customer Excellence
Considering today’s economic environment and increased spend for • The research methodology, metrics and analytical plan used to justify
online marketing strategies, brands are more focused on learning the brand website investment
where to spend with the most returns. The key challenge in today’s • How to showcase that the brand website contributes to increases in
marketplace is to learn how to spend budgets on media and marketing incremental purchase, first- time awareness, cross selling, and
initiatives intelligently, as resources become more and more limited. moving consumers along decision making process
• Key points you need to consider before the brand website redesign
The website is the only marketing channel where the customer to maximize purchase intent
chooses to spend time interacting with the brand. Customer listening • The future of brand websites
and feedback metrics are most powerful to optimize and maximize • The key metrics that need to be shared with key stakeholders
your online strategies. crmmetrix identifies why it is a misconception
to solely rely on site traffic to justify the brand website investment. By crmmetrix will illustrate and educate about the large
demonstrating the multi-tasking capabilities of the website through opportunity to drive sales/revenue, increase loyalty, and gain or
various case studies, crmmetrix will highlight how websites not only convert market share by focusing on the metrics that count.
help to build brand equity, drive lifts in brand health and purchase
intent levels but also can generate awareness and cross-sell products: Hemen Patel
Directly feeding into the bottom line. President
Kimberly Struyk
WHAT YOU WILL LEARN
Director of Client Service
This interactive workshop will address:
•
The power of the brand website within the marketing mix CRMMETRIX, INC.
(offline/online)
3 To Register Contact Rachel Howes at +1-416-597-4766 or Email : rachel.howes@iqpc.com
4. Main Conference Day One
Tuesday, September 22, 2009
7:15 Registration and Coffee •
Understanding where you’re at
•
Defining the customer experience and making it a part of your
8:00 Welcome Address and Introductory Remarks from culture
the Chairperson •
Measuring the experience through increased spending, boost in
advocacy and improvement in the overall customer
• Sizing up how you stand with your competitors.
8:15 KEYNOTE: Demonstrating to Top Management
the Value of VOC Programs Don’t miss this opportunity to hear how a brand leader – with over
All customer focused executives are also internal marketing 90% brand awareness and double digit increases in operating
professionals, constantly needing to prove your value, promote what earnings 20 straight years – has moved to a state of affinity where
you do, and compete for internal resources. While we all capture loyal customers are impacting the bottom line.
what customers are saying; we all must make the data ACTIONABLE Jamie Lee, 2nd Vice President, Administrative Technology Support
and sell it upstream. Hunter Douglas will discuss the areas critical to Dan Womack, Senior Manager Insights,
reaching out: AFLAC
•
How to effectively conduct voice of the customer meetings
•
How to integrate VOC into product quality, distribution and retail 12:00 Networking Luncheon
points
• Bringing a VOC culture into an organization
TRACK A Social Media OR
• How to demonstrate and quantify the value of VOC programs 1:15 Choose
TRACK B Strategies for Success
Scott Swift, Director of Consumer Affairs, HUNTER DOUGLAS
TRACK Driving Insights with Community Forums
9:00 KEYNOTE: Turning Data into Profit: B to B A
Driving Business Growth and Profit Find out how to leverage insights from online communities for
Find out how increasing customer loyalty through improved customer innovation of marketing communications and product developments.
• Inviting existing customers and prospects setting up internal
experiences can be driven by the insight gained from a comprehensive
customer feedback program. •
Stakeholders on cross-functional basis and creating a learning
• Embedding customer feedback into company strategy and across agenda
lines of businesses •
Generating instant feedback positioning the forum as a laboratory
• Implementing an integrated, multi-channel, closed-loop customer for inventing new ideas
feedback program Discover how to demonstrate to customers that you're listening to
•
Prioritizing opportunities having the greatest impact on customer them and translating their input into action.
success and retention Hemant Deulkar, Group Vice President, Manager of Digital Marketing,
• Utilizing feedback to drive customer-centric business change and
SUNTRUST BANKS, INC.
growth
•
Exploring new profit generating areas by harnessing continuous TRACK Listening to VOC, Creating Accountability and
customer feedback B
•
Linking customer feedback to operational and financial data
Achieving Results
Government has always had a hard time interacting with customers.
Jeremy Whyte, Director of Customer Feedback and Reporting, Find out how Mayor Bloomberg’s Office has created a customer
ORACLE focused environment and achieved remarkable progress using all
sources of customer feedback – surveys, face to face customer
9:45 Morning Networking Break meetings, 311 phone line, and NYC Citywide Surveys.
•
Interacting with customers
10:30 Realigning Metrics Around VOC and Using VOC •
Knowing who your customer is
to Prioritize Strategic and Operational Initiatives • Digging deeper into survey data through focus groups
In this presentation, you will find out how to fight for internal resources Discover how to create an environment for interaction, collect the data
and demonstrate your bottom line value. People like to manage on growth and information, implement recommendations and hold management
savings but net is what you take to the bank. Understand your full value accountable.
chain and leverage new technology to fix customer issues before they have
Jeffrey K. Kay, Director of Operations,
a problem.
• First call resolution: “one and done.”
MAYOR BLOOMBERG’S OFFICE
•
Providing customer education via 20 social media sites including
Twitter, mythreecents.com, and YouTube to resolve problems so they
TRACK A Social Media OR
don’t escalate 2:05 Choose
• Moving headcount from a 3rd tier escalation team to front line
TRACK B Strategies for Success
“digital detectives”
•
Realigning metrics, from monitoring call quality all the way through TRACK
balanced scorecards – aligning what the agents and the CEO see to A PANEL SESSION: Using New Media to Listen to
drive corporate and customer value
Customers
• Find out how Whirlpool has beat their budget by $2 million,
Online surveys, email, blogs, Twitter, Facebook, YouTube… all
represent new ways for customers to express what they think and
enhanced employee retention, decreased escalations by 30% and
how they feel about your brand. In this increasingly digital age, new
realized a 160% ROI through an at home agents program
media is becoming mainstream, creating new challenges and
Lynn Holmgren, National Director of Customer Care, opportunities for brands to communicate with their customers. This
WHIRLPOOL CORPORATION panel will discuss how companies like Southwest Airlines and Case-
Mate are leveraging new media to listen and interact with customers.
11:15 KEYNOTE: Adjusting your Messaging and Panel moderator:
Strengthening your Value Proposition Steve Latham, CEO, SPUR INTERACTIVE
During uncertain economic times, it’s important to make customers
feel protected, give them piece of mind and be the service provider Panelists:
they turn to. Find out how to adjust your messaging, and strengthen Paul Berg, Manager of Emerging Media, SOUTHWEST AIRLINES
your value proposition - keep customers, grow revenue, generate new
Andrew Knight, Director of e-Commerce, CASE-MATE
sales, and build brand awareness. This presentation will provide a
holistic approach to managing the overall customer experience.
• Analyzing yourself as a company TRACK see top of next page
B
4 Sponsors:
5. 2:05 continued 3:35 continued
TRACK “Use it or Lose it” – Leveraging Customer B to B TRACK
B Feedback to Avoid Losing Customers B Capturing the Voice of the Customer When
Keeping customers is always critical, particularly in a harsh economic Migrating from a Traditional Call Center to a
climate where competitors are vying for new customers. Your customer! Virtual One
Discover how simple changes in approach to customer service can Call center companies are constantly being challenged to find new
greatly impact whether you retain – or lose – your valued customer. labor markets that can provide high-quality agents at a cost-effective
• Understanding how service decisions can change your business in price. The search that has taken companies around the world is now
this economy coming full circle with the emergence of virtual call centers that use
• Platform to challenge the entire business toward a “customer agents working out of their homes.
focus” mindset A virtual call center can still support important customer-facing
• Polling your customers in new ways functions like customer care or technical support, but companies have
• Conducting customer feedback upfront –as you’re going to market to take extra care to ensure agents are properly capturing the voice of
with new products &/or services the customer since the managers cannot conduct hands-on, face-to-
•
Leveraging social media and assessing the impact online customer face supervision. Find out how Sprint places a strong emphasis on
ratings have on your business voice of the customer even in a virtual deployment.
•
Use it or Lose it! Scott Ross, Senior Vice President, Business Development,
Gregory S. Reeves, Technical Support Manager, COMPUCOM NCO CUSTOMER MANAGEMENT
Best Contact Center Supervisor of the Year (2008), ITIL Service
John Messall, Director of Collections, SPRINT NEXTEL
Management Certified v3
2:50 Afternoon Networking Break 4:25 CLOSING KEYNOTE: Getting Results!
Leveraging VOC to Drive Business B to B
TRACK A Social Media OR
3:35 Choose
TRACK B Strategies for Success
Improvement and Increase Revenue
Find out how Hays, a specialist recruitment firm with 380 offices
across 27 countries, uses its VOC program to identify customer needs
TRACK Maximizing Customer Learning from B to B and drive business improvement.
A Online Communities and Social Media • Positioning VOC as a comprehensive business strategy to harness
Learn how Sun Microsystems Customers and Prospects: insight across the company and create processes to transform the
•
Help improve the content, format, responsiveness and interactivity data into action
• Employing net promoter score to transform insight into growth
of its Product Websites and Online Communities
• Participate in developing innovative Products and Services that they • Harnessing technology to support VOC initiatives – Leveraging
need and want technology as a hub for collecting and disseminating customer
• Continuously improve hardware and software by sharing their insight across channels to all corners of the organization
experiences, expectations and wish-lists Find out how quickly getting information to the right people who can
make decisions and act on it sets companies apart from their
Hernando González, Ph.D., Senior Manager, competitors.
Corporate Market Research,
SUN MICROSYSTEMS Sueanne Carr, Head of Marketing Strategy, HAYS
TRACK
B
see top of next column 5:15 Cocktail Reception
Main Conference Day Two
Wednesday, September 23, 2009
7:30 Registration and Coffee •
Churning the data to make it actionable
•
Creating dashboards so internal executives can slice and dice the
8:00 Event Producer Announcements data as needed
• Developing targets by division to demonstrate ROI and effectively
8:05 Chairperson’s Welcome improve the loyalty score
Discover how to gain customer traction so that the data is not just
8:15 KEYNOTE: Multi-Cultural Branding – The “New looked at - but actually acted upon!
Normal” Bobbykin Makwana, Senior Manager, Customer Experience,
Don’t miss this exciting keynote! Farnaz Wallace, EVP & Chief LOGITECH
Marketing Officer, serves as the chief brand protector and accelerator
of performance for Church’s Chicken. She is also responsible for all 9:45 Morning Networking Break
aspects of brand positioning and global marketing.
In her 5 years as CMO, Farnaz Wallace has led the brand in 5 10:30 KEYNOTE: Launching On-Line Forums – Turning
consecutive years of positive same store sales growth, outpacing the your Lowest Cost Support Channel into your Best
category, through successful new product introductions & innovative, Source of Customer Feedback
break-through advertising. An expert in multi-cultural and cross- Motorola is going full force with internally managed on line forums
generational branding and marketing, she successfully moved the for all their phones. Find out how to “remove the filter” by providing
brand beyond price/value, and re-positioned as real, authentic high your internal customers and engineers with first hand feedback and
quality chicken at a great value, proudly serving multi-cultural direct contact with customers and an opportunity to ask customers
neighborhoods, family & friends. direct questions.
• Recruiting consumers to provide feedback
Farnaz Wallace, Executive Vice President and Chief Marketing Officer,
• Capturing videos/recordings, designing and implementing surveys
CHURCH’S CHICKEN
and developing virtual focus groups
9:00 KEYNOTE: What To Do With Customer Feedback – Don’t miss this compelling story with real world insight on what it
Consolidating Data and Demonstrating ROI takes to tackle the challenges and pitfalls of collecting direct
It is often challenging to figure out what to do with the huge volume of consumer feedback.
customer feedback data. Find out the various methods to collect data and Matt Greenberger, Consumer Experience Champion, MOTOROLA
how best to consolidate as well as close the loop with your customers
5 To Register Contact Rachel Howes at +1-416-597-4766 or Email : rachel.howes@iqpc.com
6. 11:20 Using VOC to Manage and Drive Business Results 2:00 Afternoon Networking Break
• Leveraging text mining to understand and quantify customer
verbatim feedback TRACK A Social Media OR
2:30 Choose
• Prioritizing business initiatives TRACK B Strategies for Success
• Using customer feedback to shape business metrics
•
Providing actionable direction to business leaders
•
Using customer feedback to manage Content Provider and Vendor
TRACK Customer Lifecycle Management
A SunTrust Banks, Inc., headquartered in Atlanta, is one of the U.S.’s
relationships
largest banking organizations, serving consumer, commercial,
Don Hill, Director of Service Delivery and Customer Advocacy, corporate and institutional clients. This presentation will address the
TRAVELOCITY company’s Customer Lifecycle Management process.
• Understanding the customer life cycle management framework and
12:10 Networking Luncheon objectives
•
Developing effective onboarding programs and “moment of truth”
solutions
TRACK A Social Media OR • Developing the customer relationship tho the full profit and benefit
1:10 Choose
TRACK B Strategies for Success
potential
• Removing barriers to customer development and loyalty
TRACK Incorporating Feedback into Product Design and Find out how to improve the efficiency and effectiveness of customer
A Listening to VOC on Continual Basis acquisition, onboarding, development, retention and winback
The CatGenie 120, the world’s only self-flushing, self-washing cat box processes!
is the product of years of customer feedback and research. Find out
Arie Goldshlager, Group Vice President, Marketing Manager,
how the product and customer interaction represents the company’s
SUNTRUST BANKS, INC.
commitment to customer satisfaction and ownership.
•
Collecting feedback and incorporating ideas during product
development TRACK Managing Feedback to Drive Revenue, Improve
B
• Committing to customers as an investment, not an expense Employee Engagement and Guest Loyalty
• Working with customers that are not the end user of the product • What is the objective of gathering feedback: Now and in the
Discover how to listen to customer feedback during product Future.
development and continue listening for the entire product life cycle. • The importance of creating a systematic approach to gathering
feedback.
Steven Yampolsky, President, PETNOVATIONS • Harvesting feedback from various sources and acting on the
information.
TRACK
B
Converting VOC Data into Product and Process • Guest Loyalty – So what? Revenue today and tomorrow.
Innovation for Breakthrough Performance Stewart Collins, Global Director of GuestPath,
Find out how optionsXpress takes VOC data and incorporates it with
DELAWARE NORTH COMPANIES
internal cross-functional innovation teams for launching new offerings
and achieving breakthrough performance.
• Listening to customers across numerous channels, including: e-mail,
phone, advisory boards and beta testing of new products
3:20 CLOSING KEYNOTE: Unleashing Passion for
•
Archiving ideas from both customers and employees
Shoes Through Data
Our distinguished speaker is responsible for the tremendous
•
Coming up with innovative ways to launch new product or process
performance of the DSW Rewards program due directly to DSW
innovations/Case Study: learn how optionsXpress launched texting
customer evangelists and their feedback. The company’s customers
applications
represent 70+% of the business. Mr. Ungless will walk you through
Listening to customers and then bringing ideas back to them in the
DSW’s loyalty evolution using customer feedback and promotions.
form of product offerings creates huge buy-in and “sticky customers.”
You’ll be on the edge of your seat listening to the amazing stories.
Tess Polasek, Customer Service Supervisor, OPTIONSXPRESS He’s called the “Brit with Wit.”
Derek Ungless, Executive Vice President and Chief Marketing Officer,
Customer Feedback 2008 Delegate Now Speaking About a
DSW
Program Based on Take-Away Learnings from the Show!
4:10 Close of Main Conference
Post-Conference Site Tour
Thursday, September 24, 2009
8:00am – 12:00pm
D SITE TOUR HOME DEPOT
This site tour will bring awareness to: Steve McKalvey
• The focus we have on our customer service strategy and alignment Sr. Director, Customer Care
with our retail store partners
• There is also a tour of the Customer Care Center operations and The Cassandra Mattison
Director, Customer Care
Home Depot Legend Museum
Suzanne Kleese-Stamps
Sr. Manager, Customer Care
HOME DEPOT
6 Sponsors:
8. International Quality & Productivity Center
REGISTRATION CARD 535 5th Avenue, 8th Floor
YES! Please register me for New York, NY 10017
6th Customer
Feedback Week TM
❑ Main Conference
❑ All-Access Pass
❑ Workshop(s)/Site Tour: ❑A ❑B ❑C ❑D
See Page 7 for pricing details.
Your customer registration code is:
TLS/RH
When registering, please provide the code above.
Name__________________________________ Job Title ________________________
Organization____________________________________________________________
Approving Manager______________________________________________________
Address_______________________________________________________________
City__________________________________State______________Zip___________
Phone________________________________Fax_______________________________
E-mail__________________________________________________________________ 3 EASY WAYS TO REGISTER:
❑ Please keep me informed via email about this and other related events. 1 Call: 1-416-597-4766
❑ Check enclosed for $_________ (Payable to IQPC) 2 Email: Rachel.Howes@iqpc.com
❑ Charge my __Amex __Visa __Mastercard __Diners Club 3 Fax: 1-416-598-7934
Card #________________________________Exp. Date____/____CVM Code_______
Details for making payment via EFT or wire transfer can be found on
preceding page.
❑ I cannot attend, but please keep me informed of all future events. 11000.006/D/KV
6th Customer September 21-24, 2009
The Omni Hotel at CNN
Atlanta, GA
TM
Feedback Week Also Featuring:
HOME DEPOT Site Tour
Listening and Acting on VOC to SOUTHWEST AIRLINES
Boost Satisfaction, Loyalty, Innovation CASE-MATE
and Revenue COMPUCOM
SUNTRUST BANKS, INC.
SUN MICROSYSTEMS
Capitalize on Best Practices for Implementing a SPRINT NEXTEL
Crucial Three Pronged Process: HAYS
Capturing Translating PETNOVATIONS
Analyzing
Customer Feedback DELAWARE NORTH COMPANIES
Feedback
Feedback into Action
To Register Contact Rachel Howes at +1-416-597-4766 or Email : rachel.howes@iqpc.com