J.D. Power Highlights Loyalty 360's Customer Engagement & Experience Expo

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J.D. Power Slated as Keynote Speaker; American Airlines, BNSF Railway Company, and Confirmit Show How to Use Technology in Voice of the Customer Programs

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Having Dave Power join us at the Engagement & Experience Expo, and share his vast insights into the importance of strong customer dialogue, is truly an honor for us and our audience.

Industry legend J.D. Power III, the founder of the highly respected and notable J.D. Power and Associates, is scheduled to deliver his keynote address targeting the voice of the customer on Nov. 5 at 3 p.m. at the 3rd Annual Engagement & Experience Expo, presented by Loyalty 360 – The Loyalty Marketer’s Association. The event will be held Nov. 5-7, 2013, at The Westin Galleria in Dallas, Texas. The Engagement & Experience Expo is a golden opportunity for marketers to hear about the latest best practices and emerging trends in customer experience from their peers.

In their scintillating session titled, “Planes, Trains & VoC: How We Use Technology To Deliver Better, Quicker, Smarter (Insights),” American American Airlines, BNSF Railway Company, and partner Confirmit will engage in a mini-panel discussion about how they garner the power of technology to better understand the voice of their customers, deliver valuable insights throughout their organizations, and effect meaningful change.

The panel will be led by Stacey Nevel of Confirmit, who will be joined by Michael Cooper of American Airlines and Matthew Loomis of BNSF. The discussion will focus on the role and importance of technology in their VoC programs, best practices and lessons learned as they implemented a new VoC program and managed a mature program, while also examining the similarities and differences between B2B and B2C environments.

During his keynote presentation, Power will draw on his vast experiences, a deep passion for listening to the customer, and share his unparalleled and heightened insight into the Voice of the Customer – where it’s come from and, more importantly, where it needs to go to benefit all marketers.

In his early dealings with the auto industry, Power learned that auto manufacturers weren’t measuring customer satisfaction correctly, and many companies thought customers didn’t understand what executives knew. That’s where the Voice of the Customer became a massive tool for companies to use to measure satisfaction and after J.D. Power and Associates devised a formula that CEOs could understand across-the-board.

Founded in 1968, J.D. Power and Associates has influenced the everyday lives of consumers and industries worldwide, and has expanded to include offices throughout North America, Europe, and Asia Pacific. The company was recognized as a Honomichl Global Top 25 market research firm in 2012, and is ranked 13th on Honomichl’s Top 50 list of U.S. research firms in 2013.

“Having Dave Power join us at the Engagement & Experience Expo, and share his vast insights into the importance of strong customer dialogue, is truly an honor for us and our audience,” shared Erin Raese, President of Loyalty 360 – The Loyalty Marketer’s Association. “Our panel discussion will be fascinating due to the great insights from these companies. Both of these sessions focus on the Voice of the Customer, which plays such an important role in today’s loyalty industry.”

Through varied and pivotal content, the Engagement & Experience Expo has keenly informed the industry with the latest trends by which to create relevant, personal, and customized customer experiences.

Engagement & Experience Expo 2013 will focus on the following topics:

  • Customer Experience: Creating tailored and targeted customer experience structures and processes
  • Customer Engagement: Proven strategies for generating strong long-term customer, brand and channel engagement and advocacy
  • Customer Data: Identification and collection across mediums and channels for strategic analysis, segmentation and descriptive and predictive results
  • Customer Intelligence: Building it in a manner that creates advocacy and long-term positive behavioral influence
  • Emerging Technologies: Cross-over of new and traditional mediums to make the most of your overall customer-centric marketing initiatives
  • Social Media: Lessons learned, case studies and data-driven insights for today and the future
  • Mobile: Using it to enhance the customer experience, further build customer engagement and gain customer insight
  • ROI: Equating engagement strategies to incremental revenue and return on marketing investment
  • Voice of the Customer: Designing effective strategies for creating robust customer dialogues and gathering and listening to feedback

Some brands that have attended the Engagement & Experience Expo in the past are: Safelite AutoGlass, GAME Group, Sears Holding Corp., RIM, Standard Register, Allergan, GNC, The HON Company, Baylor Health Care System, CEMEX USA, NPR, Sabra Dipping Company, 1st Advantage Federal Credit, Wyndham Hotel Group, Mister Car Wash, Faro Technologies, and Zions Bancorporation.

About Loyalty 360:

Loyalty 360 is an unbiased, market driven, voice of the customer focused clearinghouse and think-tank that is committed to bringing loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty 360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them. For more information, visit loyalty360.org.

About Engagement & Experience Expo:

Engagement & Experience Expo is a forum to openly discuss customer, brand and channel challenges and solutions. Discover how to optimize the customer experience at all touch-points and increase the impact of engagement throughout the customer lifecycle. Through a robust slate of best-in-class speakers and interactive discussions, attendees will learn about the latest theories, best practices, relevant case studies, emerging trends and strategies that drive. For more information, visit engagementexpo.com.

Contact Information:

Erin Raese
Loyalty 360

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Erin Raese
Loyalty 360
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