Institute for International Research

Defending the Loyalty Function: Lessons from Chief Customer Officers

Date:  Tuesday, July 28, 2009
Time:  1:00 PM - 2:00 PM EDT

Register here:
https://www1.gotomeeting.com/register/263968281
Mention Priority Code: G1M2200W1WP

About the web seminar:
Loyalty is elusive, and justifying ROI for loyalty initiatives is even more difficult.  Yet, many companies have placed such a premium on customer loyalty that they’ve created a new C-Suite role called the Chief Customer Officer (CCO) to serve as the definitive and authoritative view of customers across the company and to drive customer and corporate strategy at the highest levels of the company.   These CCOs are uniquely accountable to help increase customer loyalty and profitability and have shown remarkable improvements for their companies.

Learn from these CCOs how you can define, measure, and improve customer loyalty.  Learn how you can elevate loyalty from something that is merely “nice to have” to business critical, and how you can fight for and defend resources to ensure that loyalty gains the traction it needs to drive profits in your business.

During this session, you'll learn how to:
1. Quantify the impact disloyal customers can have on your business
2. Measure the success of loyalty initiatives
3. Communicate the value of loyalty in terms understood by the CEO, the CFO, and especially the CCO
4. Enlist the help of the CFO in championing loyalty

About the speakers:
Curtis Bingham
President, Predictive Consulting Group, and Founder, Chief Customer Officer Council

For more than 15 years, Curtis Bingham, the President of the Predictive Consulting Group, has helped companies dramatically increase customer acquisition, retention, and customer profitability.  He's uncovered millions of dollars in hidden profits for companies like Intuit, Microsoft, Standard & Poor's, Cardinal Health, and numerous smaller businesses. 

Curtis is the author of the forthcoming book published by HRD Press, The Key to Customer Strategy: The Rise of the Chief Customer Officer. He is a recognized authority and thought-leader on Chief Customer Officers-those C-Level executives with ultimate accountability for customer strategy and loyalty.  He’s worked with more than 50 of these CCOs from around the world, including those from Oracle, SAP, Cisco, The Colorado Rockies, and Disney. Curtis is also the founder of the CCO Council, the first-ever industry association for CCOs.

Barb Stinnett
Former Chief Customer Officer, i2 and Silicon Graphics

Barbara has a proven track record in business leadership, working with startups through Fortune 50 companies with positions including President, COO, CSO, EVP, Founder and CEO. She has led new growth initiatives, turnarounds, mergers and acquisitions, and directed global business units managing 4,500+ employees in large, matrixed organizations.
She is a strategic thinker with proven execution skills and abilities including BPO, HOSHIN planning, Kaizen culture, with M&A experience. Her development and execution of strategic plans have led to growth in bookings, revenues, and profits in her last three positions.

Barbara has extensive practical knowledge and content expertise in global sales and marketing, including organizational design, direct vs. channel sales based on regional influences, go to market strategies, and business modeling. She has led and managed geographic, multi-industry, and cross business segment teams in consumer, commercial, and government sectors.
With a heavy business process background, Barbara is operational-excellence focused and well versed in Six Sigma, Six Sigma Lean, Lean Logistics, Deming PDCA, manufacturing, and supply chain management.