Tag Archives: naccm news

NACCM 2010 Attendee Spotlight: Rob Sader Service Provider Lead, JACADA

We’re thrilled to welcome Rob Sader Service Provider Lead, JACADA to NACCM 2010! Rob is among our many attendees joining us NEXT WEEK at The Walt Disney World Dolphin in Orlando, FL. Rob took time to speak with us via phone and we invite you to hear about him and why he chose to attend NACCM this year.

Rob discussed his interest in the NACCM event, “There are a number of companies that I’m working with today that are really focused on this space of understanding the most effective way to retain customers and provide exceptional satisfaction at the same time.” This focus brought him to NACCM this year and we know that he’ll takeaway great resources and ideas from our amazing speaking faculty.
Transcript
Podcast

It’s not too late to join us in Orlando! Download the brochure for details.

Social media is working better for retention not acquisition

EMarketer.com reports that in a July 2010 study of US marketers by the Direct Marketing Association and COLLOQUY found that brand awareness was the most popular objective of social media efforts, followed by customer growth and loyalty. Even as this is their objective, the outcome has been far different. According to to the report, smaller companies may spend more on customer acquisition through social media; however, larger corporations are winning with social media by focusing on customer loyalty. Find out more about the study (and some nifty graphs) over at the EMarketer article.

How can you win with social media? Find out how 1-800-Flowers works customer engagement into their social CRM. Join Lewis Goldman, Former Chief Marketing Officer of 1-800-Flowers as he presents, “1-800-Flowers Shows Customer Engagement through Social CRM: You Can’t Fake It” on Monday, October 25th at 9:40am during NACCM 2010.

About the session: What does it mean to have an engaged customer? It’s more than just having Facebook fans or an online presence. It’s investing in the customer experience and becoming an authentic part of the interactions. You will learn how loyalty programs can increase customer engagement and transaction frequency, turning around bad customer experiences and creating advocates, social networking and participatory commerce including Facebook, Twitter, blogging and surveys.

NACCM 2010 Speaker Spotlight: Joey Fitts


Joey Fitts, Co-Author,
Drive Business Performance: Enabling a Culture of Intelligent Execution

Joey Fitts has spent his personal and professional helping people and organizations achieve their goals. Fitts’ focus is on bridging the gap between people, information and performance. His passionate insights and unwavering drive have guided the information and performance development efforts of many of the world’s leading organizations. Fitts is recognized as an authority on business intelligence, performance management, and strategy execution. A frequent international speaker, Fitts has presented in over 20 countries and been featured in newspaper, radio and magazine media across North America, Europe and Asia. Fitts has consulted over 25 of the Fortune 500, guest lectured Harvard Executive Education programs and the Stanford Executive Briefings, been featured in the SuccessFactors Research Thought Leader Network, raised over $16M in venture capital, and served on the Board of Advisors for InterVivos and the Computer Technology Industry Association (CompTIA).Joey’s bio courtesy of JoeyFitts.com Join Joey for his presentation, “Drive Business Performance: How Leaders Enable a Culture of Intelligent Execution” at 11:20am on Day 2 of NACCM 2010! Learn more about the program and register today!

Improve Customer Service — Or Else

Ed Wallace of CIO.com writes that Baby boomers aren’t just reducing their debt and watching their spending, they are also re-evaluating the types of products they would buy in the future — everything from luxury cars to their homes. Wallace warns, “Attention CEOs: Now, more than ever you can’t afford to let sloppiness, misinformation, or poor service cost you any more customers.”

Wallace continues, because it is becoming harder than ever to separate customers from their dollars, customer care and the buying experience are more important than ever. The problem is that, at least if my experiences this year are anything to go by, that experience is so unrewarding that I, and many other consumers, may keep right on sitting on our wallets.

How are you serving your baby boomer customer base? Have you made any changes to your customer service strategy in order to retain and earn new customers within this demographic?

Warning: Improve Customer Service — Or Else

NACCM Customers 1st Conference in 2 Weeks ‘ Plus ‘ Enjoy Complimentary White Paper and NYT Article Download

We’re excited to be heading to NACCM Customers 1st in just 2 weeks, November 2-5 in Phoenix, AZ. Hundreds of executives will be assembling to explore next steps to re-focus and rebuild in 2010 using customer-centricity as their key catalyst for business growth.

B2B and B2C Professionals from these outstanding companies will be present to exchange new ideas and strategies in areas of loyalty, customer-centric innovation, operational excellence, culture, the customer experience and strategic leadership:

AAA Arizona, Affinion Loyalty Group, Alliance Global Services, ALSAC/ St. Jude Children’s Research Hospital, American Family Insurance, Arizona Public Service, Availity LLC, Baxter Healthcare Corporation, Bridgewater Bank, BrightSight Group, Burke Inc, Cablevision Systems Corporation, CACI International Inc
Carolina Biological Supply Company, CIGNA Healthcare, Cogeco Cable, Comcast Corporation, Compassion Canada, Conway Freight, Customers Rock!, CVS Caremark, Data Development Worldwide, Dell, ELCA Board of Pensions, Enumclaw Insurance Group, First Data Merchant Services, Freeman, Georgia Pacific, GFK, GlaxoSmithKline, Helzberg Diamonds, Hewlett Packard Company, Home Nursing Agency, Homestead Technologies, HSN, Intel Corporation, JC Penney Company, JetBlue Airways, LaCrosse Footwear, Landscape Forms, Level 3 Communications, LexisNexis, Martins Point Health Care, Methodist Hospital, NCO Group Inc, Nokia Inc, Norwegian Cruise Line, OnCURE Medical Corp, Pinnacle Financial Partners, Powerhouse Consulting, Pyramid, Quest Diagnostics, Regence, Results Companies, Rice University, RIM, San Diego Gas Electric, Sanofi Aventis, Sara Lee, Scotiabank, Scottsdale Insurance Company, SDN Communications, Sensory Logic, Setar, Sony Electronics, Southern California Edison, Southwest Airlines, Sportgiving.com, Tell Us About Us, TELUS, Thomson Reuters, Tobyhanna Army Depot, Towerbank International, Travelers, Travelocity, Ubercool LLC, Union Bank & Trust Co, Union Bank of California, United States Olympic Committee, Verizon Wireless, Wyndham Hotel Group, YMCA of the USA, Zappos.com

‘ Event Page: http://bit.ly/1EBpx9
‘ Brochure: http://bit.ly/Idgs9
‘ Registration: http://bit.ly/4bxTjM

Want to network with customer-minded professionals from these companies? You can, register today and remember, as a member of our LinkedIn group, you’ll receive an exclusive 20% discount off your registration.

NY Times Article:
In a recent study by the Journal of Consumer Research and referenced in a NY Times article “No Fury Like a Customer Mistreated” – found that keeping your customer happy is now more critical than ever. It will take a lot to win over customers who are unhappy with the service they receive, not to mention the rippled effect of damage that can be inflicted through negative emails, blog postings, tweets and word-of-mouth comments if not handled well.

Do you feel 100% confident that your company is doing everything it can to keep its customers happy, provide exceptional service and communicate true value?

New York Times Article, “No Fury Like a Customer Mistreated” : http://bit.ly/NYT_Article

We’d also like to direct to you a complimentary white paper from Forum. This piece, “Creating a Positive Organizational Climate in a Negative Economic One: Improving Organizational Climate to Transform Performance” by Tom Atkinson, Ph.D. and Henry Frechette, Ph.D. identifies six dimensions of climate3 that influence the work environment and employee motivation.

Read More: http://bit.ly/NACCM_Forum

See you in Phoenix!

Cheers,
NACCM