Monday Summits
Maximize your conference experience by registering for the full-day Summits. By registering for the summits, you will gain access to both the "Mastering the Linkage Process" and the "Voice of the Employee" Summits. What better way to spend a Monday than gaining the information that will help you do your job better, smarter and faster? The conference kick-off begins this evening.
8:30 am- 5:00 pm
.jpg){kind=small} | MASTERING THE LINKAGE PROCESS SUMMIT An A-Z Guide from Collection to Implementation: Building a Model that Increases Loyalty & Delivers Bottom-Line Results |
| 8:45 | The Revitalization of Customer Feedback: Linking Moments of Truth to Generations of Success Janet Smalley, Vice President, Brand Research & Strategy, MARRIOTT INTERNATIONAL |
| 9:40 | Balancing the Science & Art – Transcending the Analytics and Applying Strategic Marketing Skills and Creativity Joice Kempton, CRM Strategy, PETSMART |
| 10:25 | Networking Break. Exercise: Introduce Yourself to a Stranger. |
| 10:55 | From Blueprint to Simulator - Linking the Drivers of Purchasing Behaviors Valerie Foxman, Sr. Marketing Manager, Customer Insights, GE MONEY, AMERICAS |
| 11:40 | Integrating the Voice of the Customer at Allstate Pablo Azar, Assistant Vice President, Measurement and Consumer Insights, ALLSTATE INSURANCE |
| 12:25 | Lunch. Exercise: Go outside your comfort zone, sit at a table where no one knows you. |
| 2:00 | Identifying Key Satisfaction Drivers, Recognizing the Thresholds and Taking Action. Leveraging Linkage Analysis for Long-term Improvements in Customer Loyalty and Financial Growth Csilla Andersen, Business Performance Chain, Program Manager, Corporate Marketing Customer Intelligence, HEWLETT PACKARD |
| 2:45 | Networking Break. Exercise: Get past the small talk. Discuss your challenges with someone. You may find answers. |
| 3:15 | "Through Client's Eyes": How Schwab Uses Net Promoter Score to Compete, Succeed and Transform Troy Stevenson, Vice President, Client Loyalty, CHARLES SCHWAB & COMPANY |
| 4:10 | A New Vision in Customer Loyalty: What's Next? Timothy Keiningham, Senior Vice President & Head of Consulting, IPSOS LOYALTY, Author, "Loyalty Myths" |
| 5:00 | End of Summit |
| VOICE OFTHE EMPLOYEE SUMMIT Realizing the Power Your Employees have on Customer-Focused Growth |
| 8:45 | Put Your Employees Before Your Customers and Your Bottom-Line Will Show It Paul Spiegelman, Founder & CEO, THE BERYL COMPANIES, Author "Why is Everyone Smiling – The Secret Behind Passion, Productivity and Profit" |
| 9:40 | Top 10 Ways to Develop A Customer-Service Culture Rob Siefker, Customer Loyalty Manager, ZAPPOS.COM |
| 10:25 | Networking Break |
| 10:55 | Chocolates on the Pillow Aren't Enough: Linkages between the Employee Experience and the Customer Experience Jenny Herman, Corporate Director, Operations, LOEWS HOTEL |
| 11:40 | Using Commitment to Predict Results: The Vital Link to Improving Top- and Bottom-line Performance John Fricker, VP & Senior Consultant, HARRIS INTERACTIVE LOYALTY |
| 12:25 | Lunch. Exercise: Go outside your comfort zone, sit at a table where no one knows you. |
| 2:00 | Flexing the Muscles' of Employee & Customer Surveys: Establishing Linkages to Maximize the Benefits of Satisfaction Measurement Jennifer Madison, Quality Systems Specialist, NESTLÉ PURINA PETCARE |
| 2:45 | Networking Break. Exercise: Get past the small talk. Discuss your challenges with someone. You may find answers. |
| 3:15 | Linking Customer Feedback to Employee Engagement to Deliver the Right Customer Experience Don Stuckey, Customer Service Strategist, BI-LO |
| 4:10 | Evaluating the Metrics to Prove Performance Results – Linking the Customer & the Employee Kathleen P. Federico, SVP, Sales & HR, WORLD TRAVEL HOLDINGS, INC. Patricia Krippendorf, SVP, Service and Operations, WORLD TRAVEL HOLDINGS, INC. |
| 5:00 | End of Summit |