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• Identifying the gap – where we are and where we want to be
• Understanding your current brand image
• Moving into your new positioning
• Influential personalities as brand ambassadors and audience engagers

• What customer empowerment and transparency mean to every organization
• How to develop business practices that fuel customer loyalty
• How to get results – using loyalty strategies to increase market share and profitability
• Analysing customer behaviour to identify and target repeat business
  

• How the predictive model helps businesses to identify loyalty drivers
• Analyzing customer expectations and experience based on the 14 signals
• How to measure loyalty using the Predictive Loyalty Index (PLI), Stimulation Index and Experiential Index

Ravi Teja, Head of Enterprise Transformation, Nihilent, South Africa

• The era of the social customer
• Defining social CRM as an extension to traditional CRM
• Why social CRM should be foundation of all social media marketing
• The role of customer service in social CRM
• Using  social CRM to garner customer insights and streamline internal business processes

• Staffing for success – aligning business strategy with human resource needs
• Getting everyone on board – uniting staff for a superior service offering and building organisational culture
• Sustaining enthusiasm and involvement in employees
• How employee engagement creates a more exciting experience for customers

Sharon Beck, Head of Customer Care, Renault, South Africa
Liesl Smith, Head of Customer Care, Air Namibia

• How consumers today have the ability to reward or punish your organisation at the click of a mouse – managing your brand in the participation economy
• Loyalty: it can’t be bought, it has to be earned – how do you do this?
• Earning your customers’ loyalty beyond reason – driving deep respect and love for your brand
• How to create an emotional bond and maximise engagement