Total Customer Experience Leaders is 2 Weeks Away – Register Today & Save

Four years ago Linkage Strategies 2007 wowed the audience with Billy Beane, General Manager of the Oakland A’s and subject of the best-selling book, “Moneyball”. Fast forward four years and Billy Beane’s story is reaching a national audience through the much anticipated film, Moneyball starring Brad Pitt. What will the 2011 Total Customer Experience Leaders Summit contribute to the future? The Experience Economy Joe Pine, Author of The Experience Economy & Infinite Possibility will show how to create economic value from the experiences you create for your customers, featuring examples from many industries that go beyond goods and services to staging economic experiences. Customer Centric Culture Find out why creating a customer centric culture is essential for businesses of all sizes today. John M. Cushman, VP of Business Marketing at AT&T will share tips on blending people processes and new technologies like social media, to improve B2B customer experiences. Become a Beloved & Prosperous Company Join Jeanne Bliss, President of CustomerBliss and Author, Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad, will help you discover the five common decisions that the most beloved companies make and put into process that makes them immune to the competition. Drive Action in a B2B Environment Tim Berry, Director, Customer & Partner Experience, US – Enterprise & Partner Group, Microsoft will focus on creating and end to end process that can be used as a foundation for incorporating customer satisfaction metrics into the accountabilities for your front line customer facing resources. The Total Customer Experience Leaders Summit will enable you to effectively measure, align and communicate your customer strategy to ensure business relevance. Download the brochure for the full agenda.
Register here.
We look forward to seeing you this October in Phoenix!
The Total Customer Experience Leaders Event Team Follow us on Twitter: http://twitter.com/TotalCustomer

P.S. Participate in the TCEL Trivia Contest for your chance to win a copy of The Hidden Power of Your Customers by Becky Carroll, President & Founder, Petra Consulting Group. Click here for more information.

Another Chance to Win “The Hidden Power of Your Customers”


Last week we featured a guest post by author Becky Carroll. Becky will be presenting ‘Linking Social Media to Customer Behavior’ during the Social Media CRM Symposium at the Total Customer Experience Leader’s Summit. At that time we introduced our book giveaway trivia contest.

This week, we have a second chance to win The Hidden Power of Your Customers! Want to get your own autographed copy? Simply answer this trivia question:

What are the four principles that make up the ROCK acronym and help a business grow from their existing customers? (hint: you can find the answers on the Facebook page for The Hidden Power of Your Customers)

To enter, answer in the comments along with a valid email address. Or tweet the answer using hashtag #TCEL. We’ll be randomly choosing a winner from all correct answers, make sure to answer by 9am EST on Friday, Sept. 23rd to be eligible.

Is facebook a research platform? And if so, how could we use it?

Stating the obvious social
networks
have changed communication among people as well as the communication between
brands and their users significantly. And
it is no secret that facebook is currently the largest social network (and according
to this infographic will probably remain No. 1).
In times where communication
channels change
to that extent, this should however challenge market research. Because
we are dependent on the communication between people to learn and explore with
our entire tool box of methods, what people think, feel, and how they might behave.
Actually, the
conditions for utilizing facebook for market research purposes are very good. Facebook
as an internet platform is easy and always accessible from anywhere at any
time. It reaches outs in a wide range of target audiences and markets. In most
markets the penetration of the regular user base hits high double-digit
percentages. And the typical question-answer logic is widespread among the
users.

So the question
is why this utilization works so poorly and nearly only from the social media
monitoring perspective.
I have noticed a number of reasons for that. Here I
will focus on three of them.

1. Market research is used to standardization,
social networks are not to standardize
One of the main parameters of market research has
been the degree of standardization of their tools. The
lower the need for adjustment of solutions the higher is the value. This
golden rule is now tried to be adopted on social networks and therefore on facebook.
This is supposed to
be a deadlock, for two reasons.  
First
of all, because facebook is continuously changing and evolving, in certain
areas with unnoticed changes, it is absurd to create standardized page
templates. Requirements,
guidelines and other conditions for pages are also changing constantly.
Second,
facebook users show a communication behavior on the social network that can be
controlled only in very, very few cases
by someone in the role of a market
researcher. Discussion paths, topics and content areas on the sides are
specified, structured and extended by the users themselves,. This works well without a
moderator.
2. The possibilities for the use of Facebook in the DIY market research
mode are relatively comprehensive (Poll / Questions) and therefore there is no
need for “real” market research 
Building “surveys” on facebook

Facebook is a
platform that’s added values are mainly recognized and exploited by marketing
departments. Mechanisms
of market research, such as short polls and One-Question Surveys have always
been popular within marketing departments to build relationship between brand
and users.
These
modules are no substitute for market research with users of brand’s fan-sites
on facebook . Many
marketers, however, prefer the use of marketing-oriented marketing research
methods on facebook. An
understanding of the needs for “real” facebook-market research is only
slightly developed.

3. Facebook is confused with community  
Though online
research communities are a growing field in innovative research methods, there
are clear differences between them and facebook. Facebook
or a brand page on Facebook is not per se a research research community.
A
brand and fan page on Facebook can provide very good services for brand
building and communication of brand content
. They
are very well suited to increase brand loyalty or brand engagement. But
it is very difficult to achieve, that the user of a page do not only talk with
the brand but talk with each other. Even
those brands, which manage to do this, have only limited success in turning
this conversation into real relationship
However, there
are ways to get quick and easy information about users of facebook brand page. If
you agree to the following methodological issues and assumptions, a survey on facebook
is very useful:

- The target population is defines as people who have connected to a brand page by
the “Like”-button. All
results are only valid for this group and generalizations for brand users,
potential, etc. should be treated with caution.  
- In order to control the response there is just the number of completed
interviews. Since the population of the users is unknown in its structure, the
set of participants with regard to their structure cannot be compared with anything. 

There are many use
cases for such a research

- qualification
of existing “fans” in order to learn more about their structure,
- evaluating
and optimizing the Facebook pages,
- recruitment
of research participants for studies outside of facebook, e.g. online research
communities
- for sites
with high “fan-numbers” special surveys in target groups which are in
general very difficult to reach.

http://www.facebook.com/Lesetipp

For mein-lesetipp.de,
Germany’s leading facebook page dealing with books and reading,
we have developed a number of different facebook surveys in the past. 
From
our experience, above all you must ensure that the barriers for participation on
this surveys are as low as possible. It is true that establishing the look and
feel of the facebook environment is very important for users. But it is also
true, that the use of applications are barrier, at least because of privacy
reasons. Additionally, the use of apps on Facebook, as previously reported here, is below average.

In this research triangle
of DIY, Social Media and Community Research, new potential and opportunities
for market research occur. These issues are addressed at The Market Research Event in November 2011
in Orlando, Florida. It will be interesting, how our industry will talk about these
issues on that conference organized the IIR, USA.

About the author: Christian D??ssel is blogging about market research in German language here and here.
After having worked for TNS, TBWA and other strategy and market
research agencies he now holds the position of Senior Research Director
at MM-Eye in Hamburg / Germany with special responsibilities for MM-Eye’s new media and online research approaches.

Call for Guest Bloggers for TCEL

Earn a complimentary All-Access pass to Total Customer Experience Leaders by serving as a guest-blogger. As a guest blogger, you’ll have access to TCEL’s comprehensive customer experience agenda attracting the best in insights from around the world.

Unprecedented in size, scope, breadth, depth and participation, this is truly the best event the industry has ever seen. Growing out of our past Linkage Strategies Event, Total Customer Experience Leaders is about integrating the voice of the customer into disparate pieces of customer research data within B2B and service oriented B2C companies. This year brings you innovative keynotes, including client-side experts and award winning authors on creating a customer centric culture, the practice of storytelling, leveraging senior leadership and discovering authentic experiences, a diverse group of leaders share industry specific case-studies, our Social Media CRM Symposium Day, interactive forums and more.

By participating as a guest blogger leading up to and at the event, you’ll receive an all access pass for the entire event, taking place October 3-5, 2011 at the Renaissance Phoenix-Glendale Hotel & Spa in Glendale, Arizona. Responsibilities will include attending specifically assigned sessions and blogging live or same day as well as writing content for our exclusive executive summary. In exchange for guest blogging, you will receive an all-access pass to the event ‘ a $3,000+ value. Guest bloggers are responsible for their travel and lodging.

Apply today by sending your name, company, biography and links to your blog or writing samples if applicable to Michelle LeBlanc at mleblanc@iirusa.com.

TMRE International Session Spotlight: Great Britain: Satisfying the Need It Now Mentality Without Sacrificing Quality

Leading up to The Market Research Event, we’ll profile the keynotes, tracks and themes at the 2011 event.  Over the next few weeks, we’ll be looking at the international sessions new to the event.  For more information on TMRE, taking place November 7-9, 2011; in Orlando, Florida, download the brochure now.  If you register today using code TMRE11BLOG, you can save $300 off of the standard registration rate plus the first 10 to register get a free FlipCam!

Featured Country: Great Britain

Featured Session: Managing an Efficient and Effective Department: Satisfying the Need It Now Mentality Without Sacrificing Quality

Featured Speaker: Tom Crawford, Director, Head of Portfolio and Concepting, Nokia Consumer Analytics and Insights

About the session: In this session, Tom Crawford, Director and Head of Portfolio and Concepting in the Nokia Consumer Analytics and Insights team, will share insights into how to effectively and efficiently manage an always on insights department. With continue pressures from end users, management and partners, how do you prioritize and respond efficiently whilst maintaining the integrity of quality in data and strategic guidance.

  • ‘ Asset development to enable fast and effective consumer focused product development
  • ‘When, and when not, to rely on ad-hoc methodologies

Cracking the code: Shopper Insights

As market researchers, we know that high gas prices, high unemployment, and stagnant incomes have changed the way consumers make decisions. We know that these factors, among others, contribute to less discretionary spending, more conscious spending and fewer shopping trips. These are macro-trends that are likely effecting how consumers decide where, what, and how products will be purchased.

Despite the economy and altered decision-making processes, your shopper still needs to shop. Let’s assume for a moment that you are retailer. What do you know about your shopper’s behavior in regards to your particular store? Is she making less frequent trips? Purchasing fewer items? Is she switching to different brands or price points? Is she using more coupons? What is she looking for in your store, and are you delivering?

Behavioral information, as used by by shopper marketing, can offer powerful insights to marketers seeking more effective ways of influencing decisions within the store. Shopper insights can help gauge perceptions, opinions, feelings, and attitudes of shoppers as they specifically relate to your store. By narrowing the focus from macro consumer trends to shopper insights, we can garner a much more robust and colorful picture of how shoppers are approaching their decisions within our stores (assuming limited irrationality with high price sensitivity and need for value).

By attending TMRE this year in Orlando, you’ll learn much more about shopper insights and how shopping can become more personal, and a much more experiential activity for those entering your retail space.

Garrett McGuire is a Consumer Insights Analyst for a major retailer. His areas of focus are advertising research, brand equity, and providing consumer insights for many marketing initiatives. Prior to his current position, he was a graduate student at Michigan State University where he began his blog, “The Journal of mAD Man” that explains the theories and methods of advertising.

Social Media Research Debate Raises Questions About Industry’s Future


Social Media Research Guidelines: Regulatory Preempt or Potential Handicap?

By Marc Dresner, IIR USA

In case you haven’t heard, market research has officially entered the age of ‘Big Data.’

This revelation came not by way of proclamation or edict, per se, but manifested itself in the earnest efforts of several key market research industry trade organizations this summer to wrap standards around the collection, analysis and use of data sourced from social media’primarily from an ethics/privacy standpoint.

ESOMAR in cooperation with CASRO respectively released guidelines for social media research (the latter’s are still in draft stage) and the UK’s MRS issued a discussion paper on the subject that will presumably lead to creation/adoption of standards along similar lines. I expect our other trade organizations will in short order follow suit with their own rules and/or officially defer to their sister orgs’ lead.

The primary concern and ostensible reason for these guidelines’aside from obviously trying to preempt regulation that could potentially harm the industry’centers on anonymity and informed consent with regard to data harvested in the online public domain (as opposed to conventional opt-in MROCs and comparable private gardens).

The problem is that these social media research subjects are not respondents, and securing informed consent is, under the circumstances, an unreasonable and unrealistic expectation. Protecting people’s identity is also more complicated than it seems, and proposals to ‘mask’ individuals’ remarks, while promising, probably need a little more thought.

The only solution appears to be to apply principles akin to those governing passive observation practices in public spaces in the analogue world to the digital space, with a particular emphasis on two rules of thumb: 1. Do no harm and 2. Don’t sell.

Sounds perfectly reasonable. But as you probably already know or suspect, the matter isn’t quite cut-and-dried.

For those not up to speed, I strongly recommend as a primer listening to the recent ‘Great Market Research Privacy Debate’ webcast organized by NewMR, MRGA, GreenBook and Next Gen Market Research.

Fascinating conversation on several fronts, not the least of which being that the panelists’including representatives from the trade organizations mentioned above’to varying degrees addressed the question of whether or not the imposition of any guidelines governing social media research is a fool’s errand.

Compelling arguments were made on both sides, but the jury is still out.

Personally, I’m inclined to agree with GreenBook’s Editor-in-Chief, Leonard Murphy, who hosted the debate and blogged afterward that such guidelines, while well-intentioned, are unenforceable. (Check his full commentary here‘an exceptionally insightful and provocative read!)

I would also stress that they may potentially put law-abiding research citizens at a competitive disadvantage.

Facebook, for example, has been dogged by privacy complaints for years, but I could see why a research provider would rather put the onus on Facebook’s ToS than defer to a trade association’s guidelines in a world where companies that don’t fit the conventional research mold and don’t have any interest in doing so are unencumbered by the additional layer of rules I’m following.

I’m not suggesting that the ability to effectively compete and adherence to research guidelines are mutually exclusive, nor that researchers should abandon core principles, but I wonder whether the industry’s efforts to self-regulate in order to avoid being regulated in this case may handicap it.

Here I’ll circle back to the ‘Great Market Research Privacy Debate,’ whose purpose was, in part, to explore how to reconcile research orthodoxy with today’s reality.

Panelist Ray Poynter, EVP at Vision Critical and author of ‘The Handbook of Online and Social Media Research,’ suggested that in an ‘attempt to stay ever purer’ the industry’s professional organizations are effectively narrowing the definition of market research to methodologies and practices that constitute a shrinking portion of the overall sphere of commercial insight/information services.

Panelist Tom Anderson, CEO of Anderson Analytics and Founder/Chairman of Next Gen Market Research’an outspoken critic of research association policies in the past’argued that non-traditional techniques like social listening and text analytics are an entirely different animal from traditional response-based research and shouldn’t even fall under the jurisdiction of establishment research organizations whose primary constituents, Anderson suggested, lack the expertise and incentive to craft suitable guidelines. (Tom elaborated on the topic here.)

I inferred from this that Tom considers social media analytics to belong to a new incarnation of the research industry, one that includes players that don’t necessarily identify as market research companies.

If that’s the case, is market research suffering from an identity crisis? What distinguishes ‘legit’ market research from, say, information services provided by Facebook?

At the end of day, I believe it’s really the client’s call.

Coca-Cola’s current global research head, Stan Sthanunathan, predicted a few years ago that Facebook, Google and the like will eventually become major competitors with top Honomichl firms. And he stands by this claim today. (I know because I just interviewed him for our podcast series, The Research Insighter’shameless plug, I know.)

And Michelle Adams, PepsiCo’s head of shopper insights, recently remarked that research ‘has become a game of connecting the dots, thinking like a consultant and being able to pull all kinds of disparate information together to tell a story that will grow the business. The skills and expertise required for the role today make staffing for success difficult. There’s enormous pressure to evolve the function into something much more than it was historically.’

Adams also said that ‘social analytics is where we’re moving, and data analytics will be the research currency of tomorrow.’

So as the industry draws its line in the sand in a world of rapid, continuous change, are we at risk of regulating ourselves into irrelevance?

How Zappos Affects Your Customer Experience (Plus a Book Giveaway!)

Today we’re featuring a guest post by Total Customer Experience Leaders Summit speaker Becky Carroll, author of The Hidden Power of Your Customers. This post was originally on Customers ROCK!

Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are ‘ especially online. Organizations should be asking this question: Which companies have the best practices in customer focus across all industries?I recently exchanged Facebook messages with Deb Robison, a smart marketing and social media gal. She wanted to share a customer service story with me and get my take on it. Here is her story:

I got a new computer recently and needed to order some accessories. Around this same time, I needed some shoes and books. I placed orders with Zappos, Amazon, Apple, and a designer’s shop, Jonathan Adler. Of course, the three big guys sent me order acknowledgment and tracking info all through the process. I got an order notification from (ordered a laptop sleeve) Jonathan Adler, then nothing, so a few days after I placed the order, I sent an email asking if my order had shipped. Later the next day I got an email from a customer service rep explaining that they did receive my order and that ‘my colleague is trying to find your bag at one of their stores.’ Once it ships, I would get a shipping notification. That was two days ago. And, I noticed they have already charged my credit card.So my question is this ‘ are my customer service expectations skewed because I have dealt with some big companies that have solid customer service and shipping systems in place? (Note: Zappos had the best and most prompt services of the three big companies, of course.) Jonathan Adler is a smaller brand, but a high-end one and kind of trendy right now, so is it fair for me to set the same expectations on them?My expectations have clearly been shaped by the immediacy which other retailers respond & deliver. Is that fair? As customers, we never had this kind of relationship before. We used to get out the catalog, fill out the form, put a check in the envelope and wait.

Yes, Deb, customer expectations are absolutely set based on our experiences with companies such as Zappos and Amazon. In fact, every interaction we have with a company sets our expectation for the next interaction, whether with that business or with another completely different organization. Additionally, the online experiences that customers have with companies, whether on the company website or via social media, are creating a higher degree of visibility. In social media, this becomes even more important as the social customer’s friends and followers are also watching, and sometimes sharing the experience with their network (unfortunately, this is more often the case when the experience has been poor).

Customer Expectations of Service

It is important to understand the needs of your customers, as well as their wants and desires. It is also critical to understand what they expect when they contact your company. Typically, customer expectations of service tend to fall into three areas:- Customers want fast service: They want their problems solved or questions answered quickly. ‘Help me get back to what I need to do.’- Customers want friendly service: They want to feel that the company appreciates their business. ‘Help me know that you care about me.’- Customers want it to be easy: They want to be able to accomplish the task in the most efficient way possible. ‘Help make this simple for me.’The three areas listed above may change in priority based on who your customer is, what kind of relationship they have had with your organization, and, as mentioned by Deb, what types of interactions they have had with your company and with others. Do you know what your customers want from you?

Taking Action

What can you do tomorrow to improve the experience your customers are having with your company?1. Ask your customers. Really ‘ go ask them! Find out what they expect from you, what you are doing well, and what you need to improve. Your customers will probably be happy to tell you, and they will also be glad you asked.2. Look in the mirror. When is the last time you or someone from your organization called into your customer service line? Ordered something from your website? Tried to get help via your social media channels? Find out what it feels like to be your customer; I encourage you to look for both areas of improvement as well as your own best practices to share with your organization.3. Look at the competition ‘ from your customer’s perspective. Understand who is competing with you for the best customer experience, keeping in mind that it may not be anyone within your industry.A world-class customer experience doesn’t happen by accident. It takes a plan that can be executed across all aspects of your organization. Your customer experience strategy should facilitate consistent treatment of customers, cultivate customer trust, and enable meaningful interactions at all points of customer contact. Most importantly, it should meet and exceed customer expectations. Now you have a customer experience that will ignite passion, inspire brand loyalty, and cement relationships.
Want to hear more from Becky? Join us at the Total Customer Experience Leader’s Summit, for her session ‘Linking Social Media to Customer Behavior’ during the Social Media CRM Symposium. Register here. Plus, we’ve got an autographed copy of Becky’s new book ‘The Hidden Power of Your Customers’ to give away to one lucky blog reader.
To enter, answer the following trivia question in the comments along with a valid email address. Or tweet the answer using hashtag #TCEL. We’ll be randomly choosing a winner from all correct answers, make sure to answer by 9am EST on Friday, Sept. 23rd to be eligible.
Q. Name three of the companies that are speaking at the event (hint: you can find the answers in our downloadable brochure).

Insight ‘ does the content always match the label?

If someone asked me today, “What is an insight?” I have to ask back first “Who wants to know?”.
In my personal perception, there is no other word that has taken a faster rise on the market research hype cycle than insight.
And the faster the rise, the larger becomes the range of possible meanings.
Photo by Thea Kamilla
To the same extend differentiating power and accurate meaning of insight has suffered. Insight planning, insight management, consumer insights, strategy insight, insight-based segmentation,etc.; in German and other non-English languages these sound fantastic (they are not translated into locallanguage). That in fact might contribute to the confusion and disorientation.
For me it has always worked well to define the insight-concept, depending on the discussion partners and their backgrounds (target group-oriented approaches are known to have never hurt anyone ;-) ).
From my experience with clients from various industries, it makes sense to distinguish especially between how an insight is generated on the one hand and how it is than utilized and implemented on the other hand.

You will find alot of different definitionsof insight. However what all definitions have in common, is: An insight’
- has to be unexpected and previously unknown
- is strong enough to create change
- can be used for unique benefits and / or brand or product USPs.

The following definition is a little more related to market research: “An insight is a key piece of in-depth understanding about a target audience thatwill unlock a true business potential”
Regardless of which direction one goes or what definition one sets, it becomes clear, that for well founded insights it is necessary to think outside of the research-box.
How else would you be able to estimate insights’ business-potential?  
How else would you evaluate whether an insight is unexpected or new?
Therefore we always emphasize to clearly consider all aspects of a certain project’s context, such as market, competitors, former communication in the category, etc. (for more details about “insight and context” read here)
It is in the nature of insights that they need time to evolve, spontaneous moments of Heureka are very seldom. Market research here only contributes parts of the insight (the rest is strategy consulting, advertising, PR, marketing & sales, etc.). Interdisciplinary skills are needed and much appreciated.
Clearly not every research without insights is worthless ‘ because not every research is designed to gather insights. Many market research studies remain at the level of results and answers, and that is more than okay.
But if this is the case, please avoid the word “insight“, let’s call it result, finding, information, ‘ 
In order to keep things simple it is important to deal with the term “insight” in a responsible way.
Insights in general are going to be on the agenda at ‘The Market Research Event‘ in Orlando, Florida this year, which is organized by the IIR. I’m very curious about the discussion.

About the author: Christian D??ssel is blogging about market research in German language here and here. After having worked for TNS, TBWA and other strategy and market research agencies he now holds the position of Senior Research Director at MM-Eye in Hamburg / Germany with special responsibilities for MM-Eye’s new media and online research approaches.

Save on NACCM

Did you know…
A dissatisfied consumer will tell between 9 and 15 people about his/her experience, and a happy customer will tell about 4 to 6 people?

It’s very clear that your customers are talking – about the good AND the bad.
At NACCM: the North American Conference on Customer Management, your PEERS will be talking – about the good AND the bad. Engage face-to-face with hundreds of customer-centric business leaders as they exchange stories of successes, failures and the road to recovery.

Download the full brochure to learn why NACCM is a MUST ATTEND event this year.

Our customers are talking too! Click here to see what past NACCM attendees have to say about their experiences.

Mark your calendars for November 14-16 at the Contemporary Resort in Orlando as over 50 speakers share how they’ve made a profound difference in their organization in the last year, including:
Big Picture Inspirational Keynotes From:
‘ Peter Guber, Founder & CEO, Mandalay Entertainment, Owner & Chairman, NBA’ Golden State Warriors, Author, TELL TO WIN – CONNECT, PERSUADE, AND TRIUMPH WITH THE HIDDEN POWER OF STORY
‘ Jamie Naughton, Speaker of the House, Chief Culture Ambassador, ZAPPOS.COM, INC
‘ John Costello, Chief Global Customer & Marketing Officer, DUNKIN BRANDS
Plus, Actionable Insights From:
‘ AMERICAN CANCER SOCIETY, INC.: Tim Earley, Director of Customer Experience and Integration
‘ BEST BUY: Gina Debogovich, Senior Manager, Communities *
‘ CUSTOMER CARE COACH: JoAnna Brandi, Author, Consultant, Speaker and Positive Leadership Coach
‘ PEOPLEMETRICS: Sean McDade, CEO
‘ CUSTOMER WORTHY: Michael R. Hoffman, Author, Customer Cartographer, Client x Client
‘ DELL: Maribel Sierra, Director, Social Media Listening and Engagement
‘ DELL: Michelle Brigman, Director, Social Media Listening Command Center
‘ DISNEY INSTITUTE: Speaker Name TBA
‘ DSW DESIGNER SHOE WAREHOUSE: Kelly N. Cook, Shoe Lover, Vice President – Customer Strategy & Engagement
‘ GFK CUSTOMER LOYALTY: Howard L. Lax, Ph.D., Vice President, Consulting
‘ HILTON WORLDWIDE: Marie Williams, Senior Director, Digital Innovation, Hilton
‘ HUMANA, INC: William Greenwald, Director, Performance Coaching and Advisory Practice (PCAP)
‘ JANET LEBLANC + ASSOCIATES: Janet LeBlanc, President *
‘ JETBLUE AIRWAYS: Bonny Simi, Director of Customer Experience and Analysis
‘ KAPLAN UNIVERSITY: Sophie Vlessing, Senior Vice President, Strategic Marketing and Student Experience *
‘ MICROSOFT BING: Lise Brende, Director, Marketing Analytics – Bing & MSN
‘ NATIONWIDE MUTUAL INSURANCE COMPANY: Jasmine Y Green, Chief Customer Advocate
‘ NBA’S OKLAHOMA CITY THUNDER: Pete Winemiller, Senior Vice President, Guest Relations *
‘ SAFELITE AUTOGLASS: Tom Feeney, President & CEO
‘ SEARS: David Slavick, Director, CRM/Loyalty & Innovation
‘ SOUTHWEST AIRLINES: Fred Taylor, Jr., Senior Manager Proactive Customer Service Communications *
‘ SPRINT: Melinda Parks, Director, Loyalty & Retention Marketing
‘ SYMANTEC CORPORATION: Desirree Madison-Biggs, Director, Customer Experience Insights & Advocacy *
‘ VERIZON: Becky Carroll, Community Program Manager, Founder, Customer ROCK!/Petra Consulting, and Author, The Hidden Power of Your Customers
‘ VOLKSWAGEN OF AMERICA, INC: Mike Sachs, General Manager, CRM & Owner Loyalty *
*=1to1 Customer Champion!

It’s time to refocus and rebuild. Lead the customer-centric business management strategy at your organization. Readers of the Customer’s 1st blog can save 15% off the standard registration rate with code NACCMBlog. Register here.

We look forward to welcoming you this November 14-16 at Disney’s Contemporary Resort in Orlando.

The NACCM Event Team

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