Loyalty World schedule

Monday 5th November 2012

• Wake up, it's revolution time! Engaging and connecting with your customers in a social world

  by David Meerman Scott

  • Why is it no longer good enough to plan marketing and PR programmes months in advance?
  • How do you become engaged in the real-time world?
  • How can opening new channels and working with speed and agility grow your brand?

  At 9:00am to 9:30am, Monday 5th November

• How LoveFilm disrupted a market with a customer-centric business model

  by LOVEFiLM

  • How did LoveFilm gain a foothold in a competitive and traditionalist market?
  • What informed the decision to place the customer at the centre of the LoveFilm business model?
  • To what extent did a customer centric business model influence LoveFilm’s meteoric rise?

  At 9:30am to 10:00am, Monday 5th November

• The loyalty blindspot: do we know our customers as well as we think?

  by David Johnston

  • What is wrong with the way that businesses interact with their customers?
  • Why has the nature of the customer changed in the digital era?
  • How can businesses understand their customers better?

  At 10:00am to 10:20am, Monday 5th November

• The smart, savvy, cynical customer - do businesses stand a chance?

  by Anthony Thomson, David Meerman Scott, Chris Bull and Nicola Millard

  • Why is the customer today fundamentally different from the customer ten years ago?
  • What do customers expect of the businesses they interact with?
  • How can businesses ever really claim to personally understand their customers?
  • Who is the dominant partner in the relationship: the customer or the company?

  At 11:00am to 11:40am, Monday 5th November

• How to incorporate social media into the core of your business practice

  by Christer Holloman

  • What effect has social media had on customer interaction?
  • What successes have social media driven businesses had?
  • How can you justify the power of social to a traditionalist board and senior management team?

  At 11:40am to 12:00pm, Monday 5th November

• Integrating social, marketing and loyalty to deliver great customer experience

  by Melissa Boxer

  • How has the growth in mobile and social created shifts in buying processes?
  • How can you drive relevant, personalised and differentiated conversations with your customers?
  • How are brands harnessing driving loyalty with Big Data?

  At 12:00pm to 12:20pm, Monday 5th November

• How to create a multi-channel analytics programme that cuts through the white nose to deliver a Single Customer View

  A step-by-step guide to creating a customer focused analytics programme. Led by an expert consultant, this session will walk you through the first stages to creating a Single Customer View. You will leave this session with a set of actionable steps that you can directly apply to your organisation.

  At 2:00pm to 3:00pm, Monday 5th November

• How to drive loyalty with a customer centric culture

  by Lauri Vela

  • What are the key factors driving the creation of a brand community?
  • How do you encourage your community to be vocal about your product?
  • What are the consequences of not growing a community in the social space?

  At 2:00pm to 2:20pm, Monday 5th November

• Like-ability: How to create an engaged cross-platform social media community for your brand

  by Chris Lawson

  • Why is it important to have a social media strategy that crosses platforms?
  • How should you tailor your message for each platform?
  • Do communities on each platform expect different things from brands?

  At 2:00pm to 2:20pm, Monday 5th November

• How to break down internal barriers to create a business-wide approach to CEM

  by Sophia Bendz

  • What does the customer expect when interacting with the business at every touchpoint?
  • Why is it not good enough for CEM to be the preserve of the marketing department?
  • How do you encourage a business-wide approach to customer experience?

  At 2:20pm to 2:40pm, Monday 5th November

• How to integrate social media within a wider CRM strategy

  by Tom Scott

  • How does social media fit in with existing CRM channels?
  • How does social differ as a channel?
  • How should social be incorporated within CRM strategy?

  At 2:20pm to 2:40pm, Monday 5th November

• How to create moments of truth acros channels and communities

  • What influences the way a customer forms an impression of a brand?
  • How can brands define the impressions they make?
  • What steps need to be taken to ensure customers are always in the best position to be delighted?

  At 2:40pm to 3:00pm, Monday 5th November

• How to translate customer interaction into profit through social media

  • What are the key ways that social communities can create profit?
  • Should ROI on social activity be calculated?
  • How can you take an individual from 'like' to 'buy'?

  At 2:40pm to 3:00pm, Monday 5th November

• Speed Networking

  At 3:00pm to 3:30pm, Monday 5th November

• How to create loyalty in a disloyal world

  by Dean van Leeuwen

  A step-by-step guide to creating a successful CEM strategy. Led by an expert consultant, this session will walk you through the techniques to creating exceptional customer experiences digital age. You will leave this session with a set of actionable steps that you can directly apply to your organisation.

  At 4:30pm to 5:30pm, Monday 5th November

• How to create, maintain and continue to evolve a globally relevant brand identity

  by Daniel Guerzon

  • How do you calculate what the community expects of your brand?
  • What are the prerequisites to maintaining a global brand image?
  • How can you evolve a brand identity whilst remaining true to fundamental principles?

  At 4:30pm to 4:50pm, Monday 5th November

• The user driven economy: how the customer is taking control in the digital world

  by Tony Fish

  • To what extent is the customer becoming empowered in their relationship with brands?
  • What can brands do to take advantage of the empowered customer?
  • How are brand/customer relationships set to change over the next twelve months?

  At 4:30pm to 4:50pm, Monday 5th November

• "All the small things that make out customer loyal" - how technology changed our business approach

  by Bartosz Demczuk

  • How can small changes make a big difference to customer loyalty?
  • How can you shape your brand to be one of constant evolution?
  • How can you ensure changes are made constant across the whole business?

  At 4:50pm to 5:10pm, Monday 5th November

• Bridging the loyalty chasm

  by Stuart Evans

  • How has the loyalty landscape changed in the last 25 years?
  • Why does the customer now expect more from businesses?
  • What lessons can be drawn from this change?

  At 4:50pm to 5:10pm, Monday 5th November

• How to build true customer engagement with gamification

  by Gideon Lask

  • What is really meant by gamification?
  • How does gamification differ from previous interactive marketing strategies?
  • What impact has gamification had on engagement rates?

  At 5:10pm to 5:30pm, Monday 5th November

• What are the key ingredients for making your brand a byword for trust and engagement?

  by Ellie Mickleburgh

  • What are the essential components around building brand trust?
  • Why is continuous engagement essential in this digital age?
  • How are buying habits affected by brand trust?

  At 5:10pm to 5:30pm, Monday 5th November

Tuesday 6th November 2012

• Cream of the crop: How Ben and Jerry's created a culture of timeless customer engagement

  by Jerry Greenfield

  • How has Ben and Jerry’s built customer engagement into fundamental business practice?
  • How has customer engagement driven business growth?
  • How has the Ben and Jerry’s community been maintained despite acquisition?
  • What is the future for customer engagement?

  At 9:00am to 9:30am, Tuesday 6th November

• Beyond CSR: How Innocent used ethics and trust to create epic customer engagement

  by richard reed

  • How did Innocent Drinks create an ethos based on customer engagement?
  • To what extent did this approach influence the products that were taken to market?
  • How does ethical business practice help build a dedicated community around the brand?

  At 9:30am to 10:00am, Tuesday 6th November

• Make every one of your customers rant & rave - How to turn every interaction into a moment of truth

  by Nigel Shanahan

  • How have new channels allowed constant interaction with the customer?
  • Is 24 hour contact with your customer a challenge or an opportunity?

  At 10:00am to 10:20am, Tuesday 6th November

• Debate: Do rewards create customer loyalty or are they an expensive waste of resources?

  by Janet Margaret Smith, Stephan Dupre and Susana Miranda Hansford

  At 11:00am to 11:20am, Tuesday 6th November

• How to create a social media strategy that delivers results and builds a community of brand champions

  A step-by-step guide to creating a valuable social media strategy in an age where social media is becoming the best way to interact with the customer. Led by a highly respected end user, this session will walk you through how to build an innovative, and importantly a measurable social media strategy. You will leave this session with a set of actionable steps that you can directly apply to your organisation.

  At 11:00am to 12:00pm, Tuesday 6th November

• How to use predictive analytics to drive customer touchpoint optimisation

  by Vince Darley

  • What metrics need to be used to identify your most profitable clients?
  • How can analytics be applied to understand what makes the customer tick?
  • How is the customer relationship built with the support of mined data?

  At 11:00am to 11:20am, Tuesday 6th November

• Debate: Will 'screenagers' remain loyal to brands like their parents or will they be more fickle?

  by Tony Fish, Dean van Leeuwen and Kate Simon

  At 11:20am to 11:40am, Tuesday 6th November

• How to identify and build relationships with profitable clients through social and financial transaction analysis

  by Nigel Turner

  • What are the channels in which customers interact and which are most important?
  • Which are most valuable to gain insight from: social or financial transactions?
  • How can insight be gained and combined to create a single customer view?
  • How can this be applied to drive the customer experience?

  At 11:20am to 11:40am, Tuesday 6th November

• How to identify and motivate your sales driver with B2B CRM programs

  by Mark Edenharder

  • B2C vs B2B loyalty programs - what are the main differences?
  • What are the key success factors for B2B loyalty?
  • What are some examples of best practice B2B loyalty programs?

  At 11:40am to 12:00pm, Tuesday 6th November