November 14, 2007

Executing a Branded Customer Experience Strategy: Turning Customers into Advocates

Never have consumers had so much choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined increasingly by the quality of the experience they receive.

The companies with the strongest differentiated experiences have turned their customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Why? Because those companies have created a Branded Customer Experience that is consistent, intentional, differentiated, and valuable. They have managed the relationship to the point where customers can’t imagine wanting to do business with anyone else. How can you gain this unbeatable competitive advantage?

This presentation will explore how to implement a differentiated customer experience to dramatically increase your firm’s customer and employee loyalty, creating advocates for your brand.

In the words of Jeff Bezos at Amazon.com, “Customer experience is bigger than customer service.” In fact, Forum research found that 80% of customers who switched suppliers expressed satisfaction with their previous vendor. Gaining loyalty demands more. It requires no less than a complete focus on the people of your organization delivering your promise through every sales and service transaction every day. People make the difference to business results. Learn how to make the difference to your people.

Event Details

November 14, 2007
11:30 am - Networking & Registration
12:00 - 1:30 pm - Lunch & Program

Maggiano’s Little Italy
1201 Filbert Street
Philadelphia, PA 19107

$45 PAMA Members
$60 Non Members
$25 Students

Learn More and Register Today

Posted in Current Events

November 14, 2007
Never have consumers had so much choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined increasingly by the quality of the experience they receive.

Web 2.0 sure has become a buzz word in the marketing industry. But specialty technology consulting advertising agency (or whatever you’d like to call them) Molecular has delivered forward-thinking strategies that harness the new interactive tools and grow brands like Ernst & Young and Yankee Candles in the new media arena.

Anne Lac and Raphael Chun are two senior user experience architects with very different backgrounds that have led them both to the same place: helping clients and customers to develop a tailored, creative strategy and effective tactics for their brand in cyberspace.

Lac and Chun shared the many advances of the web, citing examples of social networking, with sites like Linked In for business contacts and Yelp.com for user generated referrals and content, as well as the proliferation of web video and virtual reality in Second Life. Marketers are always hoping to find the best way to integrate these emerging trends into plans and campaigns, and surely these presenters opened attendees’ minds to the variety and scope of all that is achievable in the online world.

Taking the user experience back into first life, PAMA is proud to welcome a consultant from Forum Corp to discuss creating branding customer experiences on November 14^th at Maggiano’s Italian Restaurant in Center City. This luncheon is sure to be an experience in itself, so don’t miss out!

Posted in Past Events