Monday, April 26:
Industry-Specific Breakouts
Food & Beverage / Household & Personal Care Products
Pharmaceutical and Medical Devices
- 7 Ways to Use Social Media That Lawyers and Regulators Don't Hate
If you were to make a pie chart of all the reasons that your organization doesn't more actively use social media, how much of it would regulatory bodies like the FDA or your own internal lawyers be responsible for? In many companies, it is certainly more than half the battle ... yet it doesn't have to be. In this interactive session, best-selling author and marketing strategist Rohit Bhargava will take you on a tour of some essential social media techniques that you need to know, even if you happen to be working in a highly regulated environment. Through real life case studies and practical tips and an hour long interactive Q&A session, you'll have a chance to ask all your biggest questions, learn the essential techniques that you need to manage the risks of social media, create a plan that your entire organization can buy into, and finally get the permission you need to start taking advantage of social media.
Travel & Hospitality
- Executive Perspectives on Key Issues
Join Jim Parker, former CEO of Southwest Airlines, in an intimate discussion of the issues, trends and insights gleaned from years of experience leading one of the most recognized companies in the world.
- What Does the Traveler of 2010 Want?
What do travelers want in 2010? More than a generation after airline deregulation, and in the wake of one of the worst
recessions in recent memory, what do travelers expect when
they're on the road? National Geographic Traveler's reader
advocate Christopher Elliott, will tell you what your customers
have been telling him. Join him for what's sure to be a spirited
discussion on how to balance the wants of your clients with the needs of your business -- without going out of business.
Retail & Consumer Goods
- End the Pain! Make Social Media Work!
Social media can be a real pain. Do you struggle with decision
makers who either won't take it seriously or who won't stop over reacting to it? Do you have a hard time figuring out who owns social media, who to collaborate with, and how to define roles and responsibilities? Are you and your colleagues confused about who is responsible for monitoring and analyzing volume and sentiment, who should fund such efforts, or how to select a social media vendor amidst all the hype? And are you challenged with how to integrate this data into your CRM database or into your reports for that matter? Better yet, how can you make social media deliver an ROI? Join this highly interactive discussion with Levi Strauss, Macy's, Jockey International, and more to exchange ideas, frustrations, successes and solutions with your peers in your own vertical. You'll come away with practical solutions that will provide some relief…and help social media work for you!
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Tuesday, April 27:
Cross-Industry Breakouts
How Consumer Affairs Can Leverage Social Media with
Traditional Service Channels to Get the Most ROI
As social media explodes, more and more companies are
struggling to figure out how to integrate it into their regular
business operations. One interesting observation Forrester found
was that when Consumer Affairs or Customer Service leads social
media initiative, not only does the customer experience
improve, but so does the whole, entire enterprise. Join us to learn
how you can not only provide an ROI, but position yourself in the
organization to lead the customer social interaction as a
business partner to the CXO office.
Managing Traditional Needs with Emerging Technology
To advance to the next generation of contact center, we must
embrace innovative technology solutions that will allow us to
meet the needs of our customers through a variety of ways. In
this session, we will take a look at how to enhance the customer
experience in a regulated environment through the integration
of traditional and emerging communication channels.
Understanding the Power of Your Department’s Internal Image
Has your team been through corporate realignments, downsizing or taken on additional roles when “doing more with less”? Pinnacle Foods shares thought-provoking tools to assess your image; build a department mission statement and define who your department is within the organization.
The Customer Service Agent who Never Sleeps
Artificial intelligence is no longer reserved for science fiction. More and more companies are employing “virtual agents” to handle website-based customer inquiries. Hear from various companies as they share their experiences and success in creating, and launching, their perfect agent.
How DIRECTV Is Using Social Media to Develop Sustainable Consumer Experiences that Drive Loyalty and Transform their Business
Social media offers a tremendous opportunity to build brand loyalty, resolve issues, engage with customers directly, and gather feedback. During this presentation, DIRECTV will discuss how social media is driving customer loyalty and retention and is transforming the way they sell, support, deploy and service their products.
Creating a Successful Customer Service Model with Strategic Partnerships and Outsourcing
Are you thinking about, or maybe already, outsourced? What are tips for building successful collaborations with third-party outsourcers? Guthy-Renker, Office Depot and others will walk you through the strategies, tactics and tips for a successful outsourcing initiative.
Creating a Valuable Customer Experience
What makes a valuable customer experience? Two successful entrepreneurs from Levi Strauss and Andersen Windows share their experiences about how they utilize customer care to stand out in a crowded marketplace. You’ll find their message to be surprisingly refreshing and a powerful reminder that the basic tenants of great customer care are universal whether you work in a large corporation or a small business - we are all customers and all want to be treated with respect and care.
Social Media Behavior Learnings from 27,000 Consumers Who Reached Out to Consumer Affairs
The Center For Client Retention/ENTREVISTA has compiled a comprehensive Social Media Benchmarking Study, which was gathered from 27,000 consumers who had phoned or emailed one of over 20 major consumer product companies. Crayola LLC, Campbell Soup Company and Frito-Lay join a panel that will share many of the important findings that are critical to know, as your company explores the numerous ways to better connect to your consumers. You will gain knowledge on how gender, age, and method of contact affect social media behaviors, and what role consumer affairs should continue to play in protecting the brand’s image and being the voice of the brand for the company.
Is Your Customer Focus Hitting the Mark?
Find out what some of today’s leading companies are doing to maintain customer loyalty during the economic downturn. Learn what works and how companies can adapt to the changing needs of their customers.
Emerging Topics in Consumer Complaint Management
Learn how New Laws, Regulations, Resolution Strategies and Tips for Handling Potential “Missteps” Can Impact Your Organization. This presentation will cover emerging regulatory and legal issues facing consumer affairs departments relating to the proper and timely handling of consumer complaint information and physical evidence. Three key areas will be the focus of a panel discussion of regulatory/legal experts and representatives from various different industries. |
