Colloquy

Customer Loyalty Asia Program & CRM Summit (CLAP)

Date: 9/14/2010

Description:

Amid the world’s post economic downturn, Asia’s consumer markets as well as Loyalty & CRM practices are undergoing unprecedented changes and presenting new business opportunities to international and local companies. However, to fully take advantage, companies must understand well a number of key market developments and challenges, grasp the essentials of effective Loyalty & CRM practices, formulate the right strategies and implement them effectively. The 2nd Annual Customer Loyalty Asia Programme & CRM Summit 2010, will provide all international and local companies an in-time and efficient platform of learning, networking and partnership building for your corporate advantage in the increasingly vibrant and fierce market.

Venue:

The Langham, Yangtze Boutique

Location:

Shanghai, China

COLLOQUY Faculty: Sol Zia

Join COLLOQUY Contributing Editor Sol Zia at The 2nd Annual Customer Loyalty Asia Program & CRM Summit September 14-16, 2010 in Shanghai, China.

Workshop- September 14, 2010 9:00 AM- 5:00 PM 

Sol will be participating in a Loyalty & CRM workshop, "Surviving the Storm: Blueprinting, Implementing and Measuring a Sound Customer Relationship Strategy."

Workshop description: Maintaining customer loyalty today takes more than a card and a promise of points and discounts. A solid foundation built on trust, recognition and ground-level understanding is required to ensure your customers settle down with your company. This workshop will show, in three parts, how to plan, build and finally launch an Enterprise Loyalty program that will distinguish your customer relationship strategy from that of the competition. The best part: your return on investment.

General Session- September 16, 2010 10:00 AM- 10:40 AM

Sol will be presenting, "The Three Rs of Loyalty in a Changing World — Meeting Change with Rewards, Recognition and Relevancy."

Session description: As the leading channels of information are increasingly splintered and sidelined by emerging mediums, connecting with the consumer has become an equally fragmented task. Reaching consumers in a meaningful way today entails not just technological innovation, but expansion into new, non-traditional industries as well as into the public conscience. It requires the three R’s of loyalty: Rewards, Recognition and — most important for future success — Relevancy.

Sol Zia will discuss how recognition and rewards can inspire consumers in a variety of new categories that are the next frontier for marketers. Loyalty, for instance, can encourage consumers to make socially responsible choices that benefit the earth and business. Meanwhile, by expanding into new sectors such as government, healthcare and non-profits, loyalty can avail itself to a wider market while driving social consciousness. In all, this session will illuminate the magic of connecting in ways that prove your company understands who the consumers are and what they care about.

The "Three R’s" of Loyalty: Rewards, Recognition and Relevancy
Using recognition and rewards to inspire consumers to make greener, healthier and more socially responsible choices
Loyalty’s next frontiers: government, healthcare, the environment and non-profits
Examples from around the globe

 
Part I  — Developing a Loyalty Understanding
Before embarking on a customer relationship journey, it’s important to understand the lay of the land. Every company has different goals, challenges and assets, so their loyalty strategy must be customized to meet their own needs as well as those of their unique customer base. This session will explore the origins of loyalty marketing and share case studies of groundbreaking loyalty strategies.
 
Learn which types of services will best work within your customer enterprise strategy
Find effective ways to build customer engagement for a profitable, long-term relationship
Understand the best steps, while avoiding missteps, to designing and building a program
 
Part II  — Program Preparation and Pre-Inspection
While loyalty strategies require planning from the ground up, the true measure of effectiveness is top-down commitment — from the company to its customers. The soundness of the customer enterprise plan must be tested; it must be able to weather shifts in the competitive environment. In this session, you will learn pointers on market analysis to better define your loyalty objectives and measurement strategies. Real-life case studies will serves as the framework around which you can develop the most effective, fruitful plans.
 
- How two-way commitments translate to genuine effectiveness
- Designing a recognition program that delivers greater value than that of the competition
- Customizing benefits to suit the specific dimensions of your market base
 
Part III  — Lift Off and Tracking
Now that you have mastered the planning and development of the customer loyalty strategy, it is time for a walk-through. This means thinking through the implementation process and choosing the performance measures that will most aptly illustrate delivery to all players, from key stakeholders to the C Suite. Such steps will prepare you to nimbly adapt to economic, technological and competitive changes, enabling your program to evolve.

- Learn which ROI metrics are most relevant to your business
- Gather tips for predicting customer enrollment, participation rates and liability
- Find out about an entry-level financial modeling tool that measures the elements of your program, and adjusts accordingly

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