Tag Archives: Storytellers

Welcome to 2012: The Year (or Decade?) Of The Customer

I came across this discussion on Focus this morning and thought it would be the perfect way to start off 2012 here on the Customer’s 1st blog. 

As we saw throughout 2011, customers are increasingly empowered to share their experiences (be it via Twitter, Mobile Apps, or elsewhere online) leading to the need for a holistic digital customer experience strategy. As we conducted our TCEL podcast series this past summer, this need was repeatedly confirmed by our industry experts.

Going back to the original Focus discussion, the first poster posits “customers are finally feeling their own power. Bank of America and Netflix are two great examples of when customers said “No!”” And it’s certainly true that the digital world provides myriad opportunities to do so. This calls to mind my other main takeaway from our Storyteller Spotlight Series and all of our exploration in 2011: that the need to make a more personal, human connection with customers in this highly digitized world (perhaps by “walk[ing] a mile in your customer’s shoes.”) is more important that ever.

So, will 2012 be the year of the customer? Is this “The Decade of The Customer”? What do you think?

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Captivate your Customers through Storytelling at NACCM this November

“Attracting a new customer costs 5 times as much as keeping an existing one.” Source: Lee Resource Inc.

When budgets are tight, how do you ensure your customers don’t take their business elsewhere? It’s time to start Captivating your Customers, and NACCM: North American Conference on Customer Management in Walt Disney World will help you do just that this November!

Captivate your customers through STORYTELLING

Peter Guber, Chairman & CEO, MANDALAY ENTERTAINMENT GROUP and Author, Tell to Win ‘ Connect, Persuade, and Triumph with the Hidden Power of Story

Success is often won by creating compelling stories that have the power to move partners, shareholders, customers, and employees to action. You will learn directly from Peter on how to craft, deliver ‘ and own ‘ a story that is truly compelling, one capable of turning others into viral advocates for your goal. Click here for a full list of keynotes.

Captivate your customers through LOYALTY

Mike Sachs, General Manager, CRM & Owner Loyalty, VOLKSWAGEN of AMERICA

Learn VW’s philosophy on loyalty, how it is evolving and the initiatives the CRM team are spearheading to drive cross-functional accountability for loyalty from marketing and Operations, through Retail and After Sales. Click here for the full-day Loyalty Summit.

Captivate your customers through SOCIAL MEDIA

Becky Carroll, Author, The Hidden Power of Your Customers, Community Program Manager, VERIZON

Social technologies are changing not only customer expectations but customer behavior. Your business should be using social media to attract new customers as well as engaging existing customers. Becky will share effective ways to utilize social media to achieve your customer relationship goals ‘ and grow your business. Click here for all of our ‘next practice’ talks.

Captivate your customers through EXCEPTIONAL SERVICE

Jamie Naughton, Speaker of the House, Chief Culture Ambassador, ZAPPOS.COM

The story behind Zappos’ success lies behind two empowering words: Deliver Happiness. Learn the different ingredients used by Zappos.com to build a long-lasting enduring brand, including the importance of customer service and company culture. Click here for all talks on sharpening core competencies.

And many more’ Download the brochure to learn more about this year’s program.

Or better yet, register now and see for yourself why NACCM has been the most trusted partner for peer-to-peer sharing for the past 9 years. 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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Exclusive 15% discount on NACCM

For the past 9 years, your peers have trusted NACCM to provide them with the opportunity to meet and build relationships with the most inspiring and forward-thinking leaders in the customer world. The North American Conference on Customer Management is thrilled to announce the list of 2011 speakers looking to share their insights and experiences with YOU. Meet the Cast of Storytellers Sharing their Moments that Matter… 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 ‘ PEOPLEMETTRICS: 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! Download the brochure for full conference details. Readers of the Customer’s 1st blog can save 15% off the standard registration rate with code NACCMBlog. Register here. We hope to see you in Orlando this November, The NACCM Event Team Visit the event website

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