The Customer Loyalty Marketing Summit taking place January 28-30, 2013 in Orlando, FL is THE summit for learning successful customer loyalty frameworks. Speakers include: The Orlando Magic, Barnes & Noble, & Winn Dixie / BILO Stores, among others.
1. is proud to
present
January 28-30, 2013 • Orlando, FL
Customer L yalty
Marketing Summit
A customer-centric approach to In the year of customer loyalty
the multi-channel world program renovation, our
conference will give you a look
into what drives successful
decision making
Gain Insights From:
Piper Rosenshein Anthony Perez Mark Anderson
Director of Vice President of Director of Sales,
Retention Business Strategy Promotion and
Marketing The Orlando Loyalty
Barnes & Noble Magic Zale
In a world of target marketing, rewards cards and savings clubs, how do you set yourself apart
from every other card on your customer's key-ring? With thought-provoking presentations from
world leaders in customer loyalty, you'll learn to throw out the conventional customer loyalty
playbook and equip yourself with the tools to break the mold with your customer loyalty approach.
Learn how to make unique value-driven relationships with your customers in ways that set you apart.
Next generation practices for getting your customers to act:
Segmenting data to predict Creating brand The debate on short
and deliver on changing uniformity despite sale, flash sales
needs language differences
Leveraging the
Tailoring your message by Tapping into power
medium and customer gamification of social media to
build advocacy
Localizing at scale
Media Partners:
To Register: Call 1-800-882-8684 or visit www.CustomerLoyaltySummit.com
2. Customer L yalty A customer-centric
Marketing Summit approach to the
multi-channel world.
January 28-30, 2013 • Orlando, FL
Dear Customer Loyalty Leader,
Key Takeaways:
The ways in which we reach out to and connect with our customers
Hear case studies that will provide you with insights
are always changing.
from industry leaders who have overcome the major
With online customer reviews, discount emails, social media promotions and over-saturation of reward obstacles within the industry.
club cards on their key-rings, the modern consumer has every tool necessary to find value in every Actionable information, learn best practices and
purchase. When it comes to ensuring that you engage your customers and provide the kind of innovations that will not only enrich your view of
personalized, valuable experiences that they seek out, can you say the same? customer loyalty, but be applicable to your own
marketing and programs.
Do you have the right tools?
Network with leaders within the industry: make
Whether you are currently developing your customer loyalty program or are looking for the best way to lasting connections with future partners or trade
update and maintain your existing plan, you want to ensure that your program can overcome all of the key ideas with other participants in a relaxed
major hurdles of targeting your best customers and retaining their business. Modern day customers are setting.
dealing with the never-ending presences of social media, email inboxes overflowing with promotional Explore every aspect of customer loyalty from
emails for club memberships or limited time offers from your competitors. Rather than becoming just localizing your marketing to gamifying the
another deleted email, learn how to stand out and deliver the kind of experience that they will judge customer experience. No matter what approach you
everything else against. Learn to keep up with the fast paced trends in customer loyalty and customer decide to take, this conference will be able to
experience by staying ahead. inform your decisions.
Are you making the right connection?
Throw-out the playbook by getting a better
understanding of what makes the best customer
The key to repeat business is providing a unique and engaging customer experience from start to finish. loyalty approaches truly successful. Go beyond
At this year’s Next Generation Customer Loyalty Summit you will learn how to hook your customers results to the thought-process that led to key
and ensure that you can retain their business by making the kinds of personalized connections that last. decisions.
In a world with a wealth of avenues to communicate with your customers: email-marketing, social
media, promotional partnerships, and web-based advertising, it has become absolutely crucial that you
not only have great service and product, but also know the best way to present them to your customer About the Organizer
base.
Customer Management IQ provides news, research,
Can you afford not to? training and networking for over 50,000 customer
Ask yourself, with everyone upgrading and improving their approaches to customer loyalty, can you management executives. It’s a forum for sharing ideas,
pass up a chance to give yourself an edge? With such fierce competition in our fast-paced world, every best practices and solutions within the business
innovation could be a game-changer. Don’t get left behind. I look forward to seeing you in Orlando. community. For more information visit:
www.customermanagmentiq.com
Sincerely,
Sponsorship And
Exhibition Opportunities
IQPC has been hosting events developed for Senior
Jose Martinez
executives for more than thirty years. We serve
Program Director
Customer IQ, division of IQPC
businesses representing over 15 industries at more
than 1500 conferences around the globe. Our client
list includes corporations like Ricoh, Lockheed Martin,
Boeing, Walmart, Carlson, Mercedes Benz, ABN
Who Should Attend? AMRO, IBM, Cisco, Wachovia, Pfizer, Chevron Texaco,
Cingular and T-mobile just to name a select few.
Leaders from Customer Loyalty Programs and Marketing. All customer insight, customer
Senior executives travel from around the world to our
experience, customer loyalty, marketing, customer strategy, digital marketing, customer
events looking to garner best practices and concrete
engagement, and customer retention professionals would benefit from attending this
solutions to assist them in improving their
event. Whether you are a customer loyalty veteran or new to the space, there is something
organizations. IQPC provides many different platforms
in the agenda for everyone!
for sponsors to increase their market share and
awareness to their target audience through leveraging
different sponsorship opportunities involved with our
Join our Customer Management IQ, an online community features new, articles events. Please contact our sponsorship team:
and exclusive podcasts from other customer-centric leaders. sponsorship@IQPC.com to discuss which package will
www.customermanagementiq.com best help you achieve your marketing goals.
To Register: Call 1-800-882-8684 or visit www.CustomerLoyaltySummit.com 2
3. Day One: W rkshops January 28, 2013
9:00 AM -12:00 PM (8:30 Registration & Coffee)
A How to Build a Successful Loyalty Program
What you will learn: Benefits of attending:
In a world where every company is investing in loyalty programs and the • Insights into the best practices for acting on customer data
customer’s inbox is flooded with discount offer emails, how do you build • Learn what trends can lead to meeting customer needs before the
a program that hooks your customer and provides value? In this session, market passes you by
we’ll explore what separates a good program from a successful • Go beyond points and rewards! Learn to imbed your loyalty program
program. Learn how to best understand customer behavior data and as a cog in your customer service machine
segment your audience into targetable markets. Discover best practices
for coupling a loyalty program with customer service and tools to help
you get in-front of your audience and deliver the level of service that
they expect.
12:00 Luncheon and Networking Break
1:00 PM – 4:00 PM
B Keeping the Pace: How to Manage and Expand Loyalty
What you will learn: Benefits of attending:
With social media and review sites allowing any customer experience to • Useful knowledge for all, whether new to loyalty programs or in need
affect future business and the growing popularity of loyalty programs, of a boost
managing your customer loyalty and maintaining a high-level of service • Perspectives on loyalty programs that clue you in to a holistic
and accessibility is the key to retaining your customers. Our experts will approach to customer relationships
walk you through the process of updating your customer loyalty
approach, expand your exposure, and maximize the relationships you
build with your base. Successful loyalty programs often go beyond points
and rewards to improving the customer experience. This session will help
you implement the best tools and practices to achieve this goal.
$289 Average annual value of each customer relationship
lost to a competitor or abandoned.
Source: Genesys Report – The Cost of Poor Customer Service
“You don't earn loyalty in a day. You earn loyalty day-by-day."
– Jeffrey Gitomer
To Register: Call 1-800-882-8684 or visit www.CustomerLoyaltySummit.com 3
4. Day Two: Main C nference January 29, 2013
7:00 Registration & Coffee This panel will bring together experts in the field of building customer
loyalty and each will provide a different perspective on the important
8:00 Chairperson’s Welcome and Opening Remarks factors that must be considered when creating or updating your
approach to loyalty.
• Gain the knowledge needed to make timely and informed decisions in
8:15 Do We Know Our Customers as Well as We Think We
Do: Using the Right Data to Drive Decisions key situations that can lead to rapid growth
• Get fresh perspectives on what works in customer loyalty and why!
Anthony Perez, Vice President of Business Strategy, The Orlando Magic
The greatest successes in business and in creating customer relationships 12:15 Networking & Luncheon Break
are driven by understanding what the customer wants, when they’ll want
it, and the easiest way to provide them with it. Companies are just 1:30 Loyalty Success Story-Case Study
inundated with customer data: transaction histories, social media tracking, Henry Ferris, Vice President of Sales and Marketing, Winn-
and the like, but do we sometimes follow the wrong data when we are Dixie/BILO Stores
making decisions? Is there a better approach that let’s us profile our
customers’ likes, dislikes, and needs, allowing us to target the right people This presentation will walk you through the inception and
and improve their experiences? This presentation will bring you out of the implementation of a highly successful loyalty program. Learn how our
world of collecting customer data and into the world of actionable data. expert increased the customer interactions and increased profits through
Go beyond discounts and points to understand how store layout, the usage of this highly effective loyalty program. Our presenter will
presentation, cleanliness, service speed, and other factors affect your explore the highs and lows of managing the customer loyalty program,
customer experience. Gain insights into how to turn your data into a how they identified and acted on opportunities for growth and providing
personal connection with your customers that increases your profits. a seamless customer service that has been identified as an industry leader.
• Discussion on turning data into real-world change in customer • In-depth case study of the life of a loyalty program
• Learn how to integrate your loyalty program into your company’s
experience
• Gain a better understanding of how promotions and customer whole approach toward customer service
interaction can intermix to establish a loyalty connection
2:15 Maybe You Can Pick Your Friends
9:00 Understanding Customer Behaviors: A major trend in loyalty approaches and programs is the increased usage
Location, Location, Location of points that are redeemable at multiple locations and business outside
of your own company, as well as multiple promotional partners on the
Nicolette Tellinghuisen, Director of Customer Loyalty, Wingstop web and in physical events. This presentation is a discussion of how to
Restaurants best reach out to partners based on the customer data you have gained
Modern customers walk a fine line between wanting the products and and how to best position your loyalty program and company for long-
services of major brands and a desire to have a personalized local term success. Following our discussion of the value of these partnerships,
experience. Localizing your products and services to target specific our subject matter expert will provide you with an insightful discussion of
customers in geographical locations allows you to hone your message and the expansion of loyalty rewards and promotions that will inform your
really get at the heart of the customers’ needs. In this presentation we’ll approach and help you add real value for your customers.
• Perspectives from an industry leader and how and when to best pursue
explore the right and wrong ways to localize your service, the dangers of
stray data, and the potential of localization as an effective relationship partnerships across industries to add to your loyalty program
• Gain the knowledge needed to make timely and informed decisions in
building tool.
• Insights into the best practices of localizing your services, products, and key situations that can lead a rapid expansion in customer usage and
offers to best reach your customers exposure
• Perspective into the pitfalls that localization approaches may encounter
and how to best work around them 3:00 Networking & Refreshment Break
9:45 Networking & Refreshment Break 3:45 Segmentation: The Basic Elements of Customer Data
Piper Rosenshein, Director of Retention Marketing, Barnes & Noble
10:30 Charming Charlie Loyalty Case Study
With the wealth of customer data available to any marketer, the goal of
Kim Lewis, Director of CRM, Charming Charlie using customer segmentation to increase loyalty becomes a question of
Charming Charlie is one of the biggest retail success stories in the last perspective. The dilemma becomes knowing how to look at your data in
decade, but its phenomenal rate of growth has forced it to build enterprise a way that it communicates what differences exist in your customer body
CRM systems on the fly while expanding at a furious rate. Hear how this and reveals how to communicate with them more effectively. This
dynamic women's fashion accessories retailer, founded in 2004, used presentation will lead you through what our subject matter expert
advanced CRM capabilities to create a new loyalty program, drive traffic to identifies as the keys to a successful segmentation and marketing
stores, and integrate customer touch-points into an effective cross-channel strategy for building customer loyalty. By drawing on relatable situations
strategy. This presentation will look into the building of a loyalty program and obstacles that every marketing attempt encounters, this presentation
from scratch as well as the effectiveness of using loyalty programs to track will present actionable strategies and approaches for tackling any loyalty
customer behavior and drive customer action. campaign.
• Discover real world solutions and best practices for any segmented
11:15 Panel Discussion: Building a Loyalty Program - campaign
• Uncover the best tracks for segmenting any customer group into
Getting from Here to There
targetable customer profiles and engaging large swaths of customers
Mark Anderson, Director of Sales, Promotion and Loyalty, Zale
Bill Gullan, President, Finch Brands 4:30 Close of Conference Day Two
David Slavick, President, DAS Loyalty Consulting
To Register: Call 1-800-882-8684 or visit www.CustomerLoyaltySummit.com 4
5. Day Three: Main C nference January 30, 2013
8:30 Registration & Coffee 12:00 Networking & Luncheon Break
9:00 Chairperson’s Welcome and Opening Remarks 1:15 Silicon Valley Bank Case Study
Jane Stackpole, Head of Market Strategy, Silicon Valley Bank
9:15 Goat Butter and the Not-So-Secret Ingredients
of Loyalty This presentation will walk you through the inception and
implementation of a loyalty program within the financial world.
David Rompf, Director of Loyalty and Engagement,
Learn how our expert increased the customer interactions and
The Economist
maintained a high level of satisfaction in this fast-paced world.
David Rompf is no stranger to customer loyalty and when it comes Our presenter will explore the highs and lows of managing the
to creating a recipe for customer engagement and loyalty there customer loyalty program, how they identified and acted on
are secret ingredients that will add the kick you need to succeed. opportunities for growth and providing a completely unique
This presentation will take you through his own personal story that experience for its customers.
• In-depth case study of Silicon Valley Bank
involves goat butter and unlikely customer service successes.
• Learn how to integrate your loyalty program into your
9:30 Increasing Category-Specific Shopper Loyalty company’s whole approach to business
Through a Multi-Channel Application of Quality
Function Deployment (rQFD™) to Retail 2:00 Lost in Translation: Ensuring there are No
Borders for Your Message
Kyle Herman, Ph.D., Manager Quality Systems, Nestle Purina
The world is getting smaller every day. As technologies bring the
PetCare Company
globe closer together, companies must learn how to efficient place
Retail Quality Function Deployment (rQFD™) is a shopper-centric tool their brand and convey their value to customers across multiple
for defining, assessing, and benchmarking perceived quality of a language and cultural gaps. This presentation will explore one
given product category shopping experience. rQFD™ provides company’s journey that broke down barriers and succeeded in
shopper perceptions of what is important relative to the specific bridging those gaps. From being sensitive to imagery and
category, as well as how each banner performs relative to its category language cues to keeping your brand and loyalty values ringing
competition on shoppers’ wants & needs. Nestlé has deployed true regardless of language, make this presentation your first stop
rQFD™ in 8 product categories and across 19 global markets. on your brand’s trip around the world.
• Insight into how to take note of image, message, and cultural
rQFD™ is a means for:
• Differentiating from other manufacturers, while increasing cues that will lead to your customer loyalty program overcoming
credibility with the retailer as the category expert language and cultural barriers
• Engaging the retailer multi-functionally and at multiple levels, • Discussion on the future of loyalty and experience being a cross-
while promoting strategic discussions in addition to channel, multi-cultural undertaking
conversations about tactical issues
• Increasing customer integration through joint optimization of 2:45 Networking & Refreshment Break
the retailer’s category execution (retail activation)
3:30 Social Media Case Study
10:15 Networking & Refreshment Break Social media is changing the way we interact with customers.The
avenues of social media are two way streets. Companies can
11:00 Personalizing Every Aspect of Interaction: provide valuable experiences to convert or reward loyal customers
The Bottom Line and fans can identify the problems they are having with the
brands and services directly to the company. From musical artists
Kerry Bodine, Vice President and Principal Analyst, Forrester
and directors providing their social media fans with insider access
Retailers across the country are beginning to implement rewards to their work before the general public to the sites like Foursquare
programs that personalize the customer experience from how you providing advertisements and special rewards to customers
are made aware of special promotions, all the way down to the checking in to certain locations, social media is changing the way
bottom line: price. Our subject matter expert will explore the we interact with customers. It is this conversation that is the
major trends in successful personalized marketing, showing you opportunity to provide instant customer service and build more
the multiple areas of your marketing and loyalty campaigns that personal relationships with your customers. In this presentation
can be tweaked to provide that extra level of customization that we’ll discuss ways that social media can be leveraged to increase
allows you to really add value where it would benefit each and retain a wide customer base and constantly innovate the way
customer to the point of building a relationship with your brand. you approach customer loyalty by seeing how our subject matter
While there may not be any secret formula to unlocking the expert navigated these uncharted waters!
• Gain insights from a company that has successfully leveraged
perfect personalized campaign, a more complete understanding of
the many elements that you can consider when creating an their social media approach to increase their profits
• Learn how to improve your own social media presence and
approach and how to make sure they work for you may lead you
to discovering a formula of your own! strengthen your own program via your social presence.
• Holistic view of the multiple approaches of personalized
marketing 4:15 Close of Conference Day Three
• Gain insights on the life-cycle of customer interaction and how
to best tackle the touch-points that lead to increased loyalty
To Register: Call 1-800-882-8684 or visit www.CustomerLoyaltySummit.com 5
