Intriguing Sessions on Customer Satisfaction and Implementation of Voice of the Customer Feedback
There are few industries that place greater emphasis on customer experience as the automotive industry, yet as a whole it struggles to be recognized in this area.
At the 2014 Engagement & Experience Expo, Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company, will present a session titled, “Beyond Satisfaction: Ford’s Pursuit of Loyalty.” In this session, attendees will learn how Ford came to understand that true customer loyalty comes from more than just satisfying customers. To achieve true long-term engagement, Ford developed a set of loyalty drivers to live by: Respect, control, trust, and relationship. During the session, attendees will also learn the importance of measuring satisfaction, creating employee engagement, and implementing major change initiatives.
To truly provide unique and meaningful customer experiences, companies must first listen to their customers. In a session titled, “Case Study, How ANZ Tapped Real-Time Customer Feedback to Implement Changes that Recovered $Billions in Lost Loans,” Australia and New Zealand Banking Group will share how it is living up to its brand promise of providing a great experience during each and every customer interaction.
“These two sessions are fascinating stories about brands that have exemplified true customer loyalty comes from more than just customer satisfaction, along with the enduring power that emanates from brands truly listening to their customers,” shared Erin Raese, President and COO, Loyalty360 – The Loyalty Marketers’ Association.
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 measurable behavioral change and quantifiable results. The 4th annual Engagement & Experience Expo will be held Nov. 10-12, 2014, at the Renaissance Dallas Hotel in Dallas, Texas.
About Loyalty360
Loyalty360 is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing customer loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty360 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.