Linkage Strategies

Passion Trumps Engagement™
…And Annihilates Satisfaction!
"Based on The Passionate Organization" by James R. Lucas
President & CEO, Luman Consultants International, Inc.

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Home»Events»Linkage Strategies 2007 Event Informati...»Event Overview»The Conference: Tuesday, February 27

Linkage Strategies

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The Conference: Tuesday, February 27

Tuesday, February 27, 2007

7:00	Registration & Morning Coffee
8:00	Chairperson's Welcome & Opening Session Seeing Results through Loyalty-Based Leadership Dave Kreiner, Manager, Total Customer Experience & Quality, HEWLETT-PACKARD
8:45	KEYNOTE Developing Metrics for Success that Your Competitors Haven't Dreamed Of Billy Beane, General Manager, OAKLAND A'S; Subject of Best-Selling Business Book "Moneyball"
9:45	Meet & Greet with Billy Beane & Networking Break
	A MORNING WITH LOYALTY METRICS EXPERTS
10:15	KEYNOTE The Value of Different Customer Satisfaction & Loyalty Metrics in Predicting Business Performance Neil A. Morgan, Associate Professor of Marketing, INDIANA UNIVERSITY
11:00	Building a Systematic Infrastructure to Drive Customer Loyalty: Focus on Net Promoter Score Nata Abbott, Six Sigma Black Belt, Global Quality & Six Sigma, GE HEALTHCARE
11:45	PANEL Q&A & AUDIENCE DISCUSS Is One Number All You Need? Debating the Pros & Cons of a Single-Measure Loyalty Metric Moderator: D. Randall Brandt, Ph.D., Vice President, Customer Experience & Loyalty, MARITZ RESEARCH
12:15	Differentiating Through the Customer Experience Linda Shea, Senior Vice President, Global Managing Director, Customer Strategies, OPINION RESEARCH CORPORATION

Concurrent sessions begin. Attend any session you like.
STRATEGY & DESIGN	MANAGING CUSTOMER DATA	ANALYSIS, MODELING & LINKAGE	DRIVING ACTION Track Chair: Maritz Research
1:30 – 2:15	1:30 – 2:15	1:30 – 2:15	1:30 – 2:15
Do Your Customers REALLY Respect You in the Morning? What You NEED to Hear vs. What You WANT to Believe Candy Parks, Senior Manager, Business Insight & Improvement, WALT DISNEY WORLD/DISNEY CRUISE LINE	Using the Voice of the Customer to Find Answers & Drive Action Bryan Jeppsen, Analyst, JETBLUE AIRWAYS	Linking Employee Engagement to High Levels of Customer Service D. Randall Brandt, Ph.D., Vice President, Customer Experience & Loyalty, MARITZ RESEARCH	Implementing an Organization-Wide CRM Program: A Focus on Touchpoints, Metrics & Results R.J. Fox, Director, Quality Assurance, AARP
2:20 – 3:05	2:20 – 3:05	2:20 – 3:05	2:20 – 3:05
Leveraging the Power of Multiple Measures: Mixing Survey Tools to Get Optimal Feedback Ann Barker, Director, Consumer Insight, STARWOOD VACATION OWNERSHIP	Managing Your Customer Database & Warehouse: Keeping the Data Clean & Actionable Denise P. Humphreys, Director, New Media, PGA TOUR	Beyond the Blueprint: Linking the Drivers of Purchasing Behaviors Valerie Foxman, Senior Marketing Manager, Consumer Insights, GE MONEY, AMERICAS	How Wachovia is Creating an Online Customer Experience Utilizing the Voice of their Customer David Stone, Senior Vice President, Online Customer Experience & Support, WACHOVIA
3:05 Networking Break
3:35 – 4:20	3:35 – 4:20	3:35 – 4:20	3:35 – 4:20
Striking a Balance Between IVR & Live-Person Phone Surveys: Understanding the Value of Each Approach Mike Cholak, Vice President, CONVERGYS	Leveraging Customer Service Components for Optimized Loyalty Behavior David Smallen, HARRIS INTERACTIVE + Fiona Adler, HEWLETT-PACKARD	Leveraging Consumer Contact Information to Drive Business Value Susan McKee, Consumer Relations Associate Director, KRAFT FOODS	Creating a Centralized, Closed-Loop Feedback System to Standardize Surveys & Reporting Roger Blumberg, Senior Director, Customer Advocacy, ARIBA, INC.
4:25 – 5:10	4:25 – 5:10	4:25 – 5:10	4:25 – 5:10
Capturing Relevant Feedback to Guide Customer Experience Strategy Om Chokriwala, Managing Director, Corporate Strategy & Marketing Research, FEDEX	Utilizing Text Analytics in Your VOC Program: Quickly Analyzing Verbatims Sergei Ananyan, CEO, MEGAPUTER	Getting Buy-In from the Top: A Business-Centered Approach to Customer Listening J. Kirby Drysen, Director, Customer Listening, CISCO SYSTEMS, INC.	When is Enough Really Enough: Waste Money or Miss an Opportunity if You Action Plan Without Understanding Consumer Behavior Phil Doriot, PhD, Partner & Program Director, CFI GROUP

5:15	"Thank You!" "How's John?" "Wow!" 5 Words that Earn Customer Feedback Bob Shaff, 26-Year Veteran, IBM; President, CUSTOMERS FOR LIFE CONSULTING
6:00	Wine, Cheese & Rock-n-Roll: Networking Mixer by the Pool Sponsored by Maritz