Conference Agenda
Wednesday, December 10, 2008
8:00 AM
Registration Opens
5:00 PM - 6:00 PM
Keynote Address
How does a 176-year-old community bank build a culture of engagement, infuse passion into their customer relationships, drive world-class service, inspire innovation and remain independent in a world of financial giants? Mark Turner, CEO and President of WSFS Bank, will share the story of one such institution with a history of surviving, reviving and leading the way for future success.
Mark A. Turner
President and Chief Executive Officer
WSFS Financial Corporation
6:00 PM - 7:00 PM
Opening Night Reception in Exhibit Hall
Thursday, December 11, 2008
8:00 AM - 8:30 AM
Continental Breakfast in Exhibit Hall
8:30 AM - 8:45 AM
Chairman's Opening Remarks
John H. Fleming, Ph.D.
Principal and Chief Scientist - Customer Engagement and HumanSigma®
Gallup Consulting
8:45 AM - 9:45 AM
Keynote Address
Know Your Customer
Hear Chris McCann, President of 1-800-FLOWERS.COM discuss the importance of customer personas and segmentation in the art of customer engagement.
Chris McCann
President
1-800-FLOWERS.COM
9:45 AM - 10:45 AM
Engaging the Hispanic Customer
The Hispanic market of today is not the Hispanic market of prior years. The biggest change occured in the last two years. In this session you will learn how demographic and economic changes have evolved this market and how these changes affect the effectiveness of your Hispanic outreach.
Liliana Salas-Grip
SVP, Hispanic Marketing
Compass Bank
10:45 AM - 11:15 AM
Morning Networking and Refreshment Break
11:15 AM - 12:15 PM
How Does Identifying Associate Strengths Impact Customer Relationships?
Bentley Prince Street is known in the commercial interiors industry for their award-winning commercial and residential products. This strengths-based organization employs over 600 associates worldwide and leads a highly engaged team built on a philosophy of maximizing the top strengths of each associate. Anthony Minite, President of Bentley Prince Street, will discuss the companys journey of engaging customers through Identifying and managing the associate's strengths.
Anthony P. Minite
President
Bentley Prince Street
12:15 PM - 1:30 PM
Luncheon for All Participants
1:30 PM - 2:30 PM
The Leaky Bucket®: The Secret of Eating an Elephant
A significant long term performance indicator for most brands in most industries is their traffic or transaction count, maintained only by high customer retention. A brand's Leaky Bucket® measures what percentage of the brand's customer base is not likely to return to the brand and specific reasons for their decisions not to return. An extensive 2008 Leaky Bucket® study of 128 brands in the restaurant industry revealed an average 30% customer base loss due to their Leaky Buckets®. More Leaky Bucket® studies are being implemented in the hospitality and retail industries. This seminar will share key learnings from our most recent Leaky Bucket® industry studies and will help brands develop a complete, actionable, long-term plan to retain their customers and increase transaction count.
Arjun Sen
President
Zen Mango
2:30 PM - 3:30 PM
Successful Customer Engagement With The "Boomer Segment" - What Will It Take And Who's Winning This Battle?"
The "Boomer" segment represents one of the largest global marketing segments and opportunities over the coming 2-3 decades. There are 77 million+ boomers in the US alone, and every 7 seconds another consumer turns wither 50 or 60 years old. In addition to being the wealthiest customer segment, boomers have broad needs and interests including financial security, health care, career/life purpose, and travel & leisure. AARP recently celebrated its 75th anniversary and, at this historic milestone, AARP has reinvented its brand to become more relevant to the needs of the boomer segment. Key elements of this customer engagement session will include:
- A Global Look At Boomer Demographics
- Key Boomer Needs - Financial Security, Healthcare, Career/Life Purpose, Travel & Leisure
- Redefining the "R" word - Retirement
- AARP Branding Campaign - "Divided We Fail" - What Traction Is It Getting?
- Redefining Customer Engagement With Boomers - What's Most Important?
Jeff Gundersen
Chief Executive Officer
Executive Connections LLC
Emilio Pardo
Chief Branding Officer
AARP
3:30 PM - 4:00 PM
Afternoon Networking and Refreshment Break
4:00 PM - 5:00 PM
Legendary Service at Ritz-Carlton
Designed for leaders who want to benchmark and learn about The Ritz-Carlton philosophy and core values and how to translate them into high levels of employee and customer engagement and loyalty. This program examines the corporate culture, and how it plays a role in the foundation of every day company.
Donald W. Stamets
Hotel Manager
The Ritz-Carlton, South Beach, Miami Beach, Florida
Friday, December 12, 2008
8:15 AM - 8:45 AM
Continental Breakfast
8:45 AM - 9:45 AM
Keynote Address
Banks have been focused on the customer experience for years. And for their efforts, few companies have truly made significant progress. In 2006, PNC decided to pick up their game, do things differently, and breakthrough to HumanSigma Optimization. Hear Pat Martin and Shawn Hornyak describe how they have evolved their thinking on the customer experience, how engaged employees factors in to their approach, and how their business results have improved.
Patrick T. Martin
EVP, Director of Sales and Service Retail Banking, In-Store/DeNovo Branch Market Manager
PNC Bank
Shawn Hornyak
SVP, Director of Customer Experience, Retail Distribution
PNC Bank
9:45 AM - 10:15 AM
Networking and Refreshment Break
10:10 AM - 11:15 AM
Weaving It All Together: Using Customer Insight to Drive Business Change at eBay
eBay's Market Research team is tasked with helping the business make critical decisions based on what we know about customers: eBay's buyers and sellers. Using various research techniques, the team walks in-step with our customers, understanding the context in which eBay operates and what we can do to optimize the experience.
Sheila Normile
Senior Manager - Market Research
eBay
11:15 AM - 11:45 AM
Chairman's Concluding Remarks
John H. Fleming, Ph.D.
Principal and Chief Scientist - Customer Engagement and HumanSigma®
Gallup Consulting