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Thursday, July 29, 2010
Upcoming Conference - truth speaks
Loyalty Summit – 3 August 2010
How to translate a strategy into actual business improvements that matter? How to enable the organisation to really listen to customers and act on what the customer hears? How to motivate your employees so that they add value to the customer experience? The loyalty analytics that matter.
Check the line up of speakers and topics, they represent a who’s who in loyalty marketing South Africa.
Targeting professional marketers, a one day conference at The Conference Park, Rivonia.
8h55-9h35
Customer Relations and Insights at Retail
· Generating Loyalty in a sector where customers are notoriously promiscuous
· Role of Club cards in generating loyalty
Natalie McCrae, 5one
9h35 – 9h45
Stretch break
9h45-10h25
Loyalty Clubs
· The big differentiators for the top clubs
· The benefit mix that customers really want
· Identifying profitable value adds
· Multi-channel consumers are more loyal than single channel consumers
Deon Olivier, Woodstock
10h25-10h55
Coffee and Networking
10h55-11h35
Digital Marketing & Engagement
· Trends in digital marketing
· Digital loyalty programmes
· Integrating websites, mobi sites, help desks etc..
· How to engage and gather analytics in the process
· Lower LSM customer engagement
· Social networking
· How to use digital incentives such as competitions, vouchers etc.
Mark Angus, Innoviate
11h35-12h05
Employee’s Engaging with the Customers
· In a service-driven environment, employees are often the most important part of your business to deliver on your brand promise
· Gone are the days when companies could rely on blind loyalty. Today employee are unashamedly ‘disloyal’, constantly scanning the job market for better offers.
· Understanding the elements of successful employee engagement and measuring it on a regular basis will allow companies to retain talented employees and build profitable businesses.
Beverley Buchanan,, Ipsos South Africa
12h05-13h05
Lunch
13h05-13h45
Differentiation Advantages through Customer Experience Analysis
· Examples of business successes based on long term sustainability
· Authentic experiences demand committed people
· The reality of customer experience measurements
· Zappos.com case study
Graeme Leach, Director, Raptup
13h45-14h25
Customer Experience Reality
· How your broken brand promises destroy customer relationships.
· How service will build loyalty and drive sales.
· Examples provided
Jason Stewart, Managing Director, HaveYouHeard
14h25-14h40
Coffee
14h40-15h25
Employee Loyalty and how it Links Directly to Customer Loyalty Grace Harding
How to translate a strategy into actual business improvements that matter? How to enable the organisation to really listen to customers and act on what the customer hears? How to motivate your employees so that they add value to the customer experience? The loyalty analytics that matter.
Check the line up of speakers and topics, they represent a who’s who in loyalty marketing South Africa.
Targeting professional marketers, a one day conference at The Conference Park, Rivonia.
8h15 – 8h55
Maximising your customer data to drive profit
· Profiling customers and determining the most actionable and valuable segments
· Driving maximum sales & profit from customer segmentation
· Predictive modelling
· Customer journey and its impacts across the entire organisation
Amanda Cromhout, MD, TRUTH
8h55-9h35
Customer Relations and Insights at Retail
· Generating Loyalty in a sector where customers are notoriously promiscuous
· Role of Club cards in generating loyalty
Natalie McCrae, 5one
9h35 – 9h45
Stretch break
9h45-10h25
Loyalty Clubs
· The big differentiators for the top clubs
· The benefit mix that customers really want
· Identifying profitable value adds
· Multi-channel consumers are more loyal than single channel consumers
Deon Olivier, Woodstock
10h25-10h55
Coffee and Networking
10h55-11h35
Digital Marketing & Engagement
· Trends in digital marketing
· Digital loyalty programmes
· Integrating websites, mobi sites, help desks etc..
· How to engage and gather analytics in the process
· Lower LSM customer engagement
· Social networking
· How to use digital incentives such as competitions, vouchers etc.
Mark Angus, Innoviate
11h35-12h05
Employee’s Engaging with the Customers
· In a service-driven environment, employees are often the most important part of your business to deliver on your brand promise
· Gone are the days when companies could rely on blind loyalty. Today employee are unashamedly ‘disloyal’, constantly scanning the job market for better offers.
· Understanding the elements of successful employee engagement and measuring it on a regular basis will allow companies to retain talented employees and build profitable businesses.
Beverley Buchanan,, Ipsos South Africa
12h05-13h05
Lunch
13h05-13h45
Differentiation Advantages through Customer Experience Analysis
· Examples of business successes based on long term sustainability
· Authentic experiences demand committed people
· The reality of customer experience measurements
· Zappos.com case study
Graeme Leach, Director, Raptup
13h45-14h25
Customer Experience Reality
· How your broken brand promises destroy customer relationships.
· How service will build loyalty and drive sales.
· Examples provided
Jason Stewart, Managing Director, HaveYouHeard
14h25-14h40
Coffee
14h40-15h25
Employee Loyalty and how it Links Directly to Customer Loyalty Grace Harding
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