Main Conference Day One: Tuesday, September 21, 2010
7:15 Registration & Coffee
8:00 Chairperson’s Opening Remarks
8:15 KEYNOTE: Customer Feedback In Action – Going Beyond
The Scores (Intelligence At Your Fingertips)
When American General first launched a formal customer feedback program in 2007, the excitement was around the response rates, the scores and the customer comments. It didn’t take long to ask the most important question, “What are we going to do with this new information.” Find out how the company is using all this intelligence and going beyond measurement by converting feedback into action in some unique and innovative ways.
- Creating dedicated lost customer surveys
- Expanding current surveys to include defecting customers
- Launching a rigorous service recovery process
- Modifying customer facing services and business processes
- Lead referral program
Discover how this innovative focus sets the table for an outside in view and
how the customers really participate in the process.
Simon Leech
SVP Insurance Services
American General Life Companies
9:00 KEYNOTE: Leveraging Technology To Collect, Process And
Analyze Data Across Multiple Listening Posts
Find out how Intuit views feedback as a gift and proactively collects it across
different listening posts. Several years ago Intuit was facing a challenge of
tens of millions piles of open text with not enough employees to tackle the
analysis. Find out how Intuit now leverages text analytics to create a single
VOC model across all listening posts.
- employing technology for analyzing and categorizing customer VOC across multiple listening posts
- aggregating the weight of one post over another, i.e. Twitter, review on Amazon, response to Net Promoter Score, internal site comment, and call center contact
- “consuming” all the data and making decisions that will have the greatest impact
Discover how to employ technology to achieve efficiency, speed and
operational effectiveness while freeing up the time of skilled employees.
Chris Jones
Analytics Infrastructure Manager
Intuit
9:45 Morning Refreshment Break And Vendor Showcase
10:30 KEYNOTE: Customer Feedback And Customer Behavior - Analyzing VOC By Looking At The Whole Dynamic
Companies often have more customer satisfaction information than they
realize hidden in pockets like sales, product, and marketing departments.
Find out how to leverage people, process and technology to uncover hidden
customer satisfaction/dissatisfaction and translate that data into action.
- taking a holistic view of VOC by assessing both customer satisfaction and customer behavior
- analyzing customer profiles for derived satisfaction
- identifying the disconnect between what customers are saying and what they’re actually doing
- creating a repeatable process to extract hidden VOC from your firm
- prioritizing and/or changing business plans based on what you find
Evan LaHuta
Director Customer Experience, Pershing Advisor Solutions LLC
a BNY Mellon company
’09 American Society for Quality – International Team Excellence Award
11:15 KEYNOTE: Customer Loyalty Excellence – 1-800-GOT-JUNK? Makes The Ordinary Business Of Junk Removal Exceptional!
1-800-GOT-JUNK? is a service franchised company with 180 franchises in three countries and revenues of approximately 100 million per year. Our distinguished keynote speaker firmly believes that “satisfied customers are not enough to grow your business; loyal customers grow your business.” Find out how the company quantifies customer loyalty, leveraging the principles of Net Promoter Score.
- evaluating customer feedback and mapping each step of the “customer corridor”
- differentiating between “quick wins” and structural changes
- understanding the difference between referral and buyer economics
- implementing 4 key strategies for creating “raving advocates”
Find out how the company boosted its Net Promoter Score from 62 to 80 while realizing 40% of revenues from repeat and referral business. Learn strategies for applying 1-800-GOT-JUNK’s loyalty strategies to your own business model!
Simon Lowe
Director of Operations
1-800-Got-Junk
12:00 Networking Luncheon For Delegates, Speakers And
Sponsors
1:00 Linking Employee Engagement And Customer Satisfaction
AAA Member Services Company has been identifying the linkage between engaged staff and member satisfaction. Discover how the company is undergoing a cultural change as it shifts to a sales culture that is delivering on net promoter score while cross-selling and upselling.
- gathering feedback by leveraging: post call survey measuring Net Promoter; delivery channels and other internal departments, and escalation process for complaints and compliments
- analyzing feedback to determine how the company is trending and identify improvement opportunities
- empowering employees to increase engagement and improve member experience
Find out how to transform your culture to be more customer-focused and generate additional revenue through cross-selling and upselling opportunities.
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Tony Gwirtz
Member Services Vice President
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Juleen Rohrbacker
Site Director
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Andy Shinn
Site Director
AAA Member Services Company
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1:45 Unleash The VOC And Turn It Into Action
PayPal, an eBay company that has 150+ million accounts in 190 markets and 19 currencies around the world, enables global e-commerce. Two years ago, customer service and global operations at PayPal couldn’t answer the simple question “why are our customers calling” - sometimes up to 80,000 calls per day! In 2008, the “Voice of the Customer” became the focal point of PayPal from the CEO to the customer service agents. Find out how the VOC program makes use of the goldmine of information from customers and weaves it into decision-making in policies, products and business processes.
- Utilizing root cause listening and executive listening sessions along with Net Promoter Scores, survey verbatims and CSAT scores from the Customer Insights Team to drive action
- Redesigning the customer contact tree and leveraging speech analytics to understand why customers contact us
Find out how to get product, technology, and customer service at the “same table” to create roadmaps to address top customer pain points.
Molly Huyck
Director, Continuous Process Improvements, PayPal
An eBay Company
’09 CNet Webware 100 – Category: Commerce
Track A: MarketTools and Client
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Track B: Business to Business
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2:35 Enterprise Feedback Management Strategies – Acting on VOC in Real Time Across the Enterprise
The profitability of your business depends on your ability to manage customer, employee, and partner relationships. Find out how to build loyalty and deepen critical relationships by listening, analyzing, and acting on feedback across your organization in real time.
- Capture and integrate feedback from a variety of survey deployment channels, including email, web, phone, IVR, kiosk, and paper.
- Use advanced out-of-the-box reporting capabilities to slice-and-dice survey responses for meaningful insights
- Convert an at risk customer into an opportunity to create an even deeper relationship
Discover how to break down function silos to integrate survey programs across your company and share results enterprise-wide.
Justin Schuster
VP Products
MarketTools and client
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2:35 Actionable Information - The Difference That Makes A Difference
Information is only meaningful when you understand it and know how to use it. Sage is a global company with 6.1 million customers, over 13,400 employees and more than 25 years of experience providing business software, services and support to small and medium sized businesses. Despite their global reach, Sage has built its success on understanding and meeting the needs of customers in their local markets.
Find out how Sage is taking loyalty very seriously by creating initiatives and translating information into action for 21 brands in North America.
- Created the position of Chief Customer Officer reporting to the Chairman
- Conducting “Moments of Truth” research to identify and close gaps between how customers versus employees view your customer centricity
- Holding everyone accountable for moving the needle and closing your performance gap
- Tying the number of net promoter recommendations back to the bottom line
Discover how measuring loyalty enables the company to focus attention on the “right” customers, improve team efficiency, create customer advocates, and create a baseline for measuring change.
Hal Bloom
VP Market Research
Sage
2010 Recognized by Cambridge Who’s Who for demonstrating dedication, leadership and excellence in market research
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3:25 Mid-Afternoon Refreshments And Networking Break
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Track A: Business to Consumer
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Track B
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4:05 Proactively Leveraging Reporting And Analytics To Listen To VOC For Potential Complaints And Information Concerns
Consumers are becoming more knowledgeable and demanding by the minute finding data on social media and the internet. Organic Valley, a leading brand that represents the nation’s largest cooperative of 1600 organic farmers, leverages technology to proactively identify potential customer concerns and hot news topics before customers call. Health and safety concerns are critical in the food and beverage industry; technology enables the company to identify in real time what’s going on in the marketplace, and develop call center talking points in advance. Find out how to capture valuable customer insight in real-time across every customer touchpoint and share it within the organization for service/product improvements or to take immediate action on important customer concerns.
- Tracking external conversations about your brand in the social web
- Listening to VOC and engaging proactively while escalating high priority posts for immediate response
- Tapping into social networking conversations to promote your brand, address customer concerns and drive revenue.
- Capturing social activity of customers with a knowledge foundation that agents and employees can quickly access
Kim Rundle
Consumer Relations Manager
Organic Valley
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4:05 Incorporating Feedback Into The Product Development Lifecycle And Closing The Loop
At Constant Contact the “who’s calling and why” initiative aligns the company with business intelligence to identify who’s calling for support and why. Find out how the product strategy and development teams are employing feedback data to assess and prioritize customer focused product/service enhancements.
- listening to VOC and gaining insight for developing additional educational resources including White Papers, Guides and webinars
- distributing feedback throughout the company to identify steps for improving on boarding of customers
- leveraging feedback to develop products/services and extend strategies for messaging products/services on the website.
- closing the loop with customers in a variety of ways including on an individual basis and in an e-mail campaign.
Learn strategies for employing feedback to identify ways to improve your business and provide an optimal customer experience.
Larry Streeter
Vice President Customer Support
Constant Contact
153rd fastest growing company (Deloitte’s Technology Fast 500 list) -2009 “Best Overall Company” and “Executive of the Year” – Stevie Awards, American Business Awards – 2009
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