1. Conference Day - Tueday 20th March 2012

last modified: 15 March '12

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8.50am

Chairperson’s opening remarks

› Herr Hans-Josef Schmitz, Geschäftsführer, S Institut für Marketing & Kundenbindung GmbH, Sparkassen Finanzgruppe

RE-IMAGINING THE ‘LOYAL CUSTOMER’

9am

The future is where the customer is

Herr Dominik Dommick

DE: Dominik Dommick ist seit August 2011 CMO bei PAYBACK und entwickelt dort das Consumergeschäft in Central Europe. Davor war er Geschäftsführer bei PayPal in Berlin. Der diplomierte Wirtschaftswissenschaftler Dommick erwarb sein...

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Tips for a loyal relationship
Why relevance becomes more and more important
Online, mobile, multi-channel etc — loyalty in the digital age

› Herr Dominik Dommick, CMO Central Europe, PAYBACK GmbH

9.35am

Growth, leadership, transparency and your customer

Understanding why customer engagement is a key driver to business growth
What are the leadership traits needed to support your business in developing an effective customer strategy and achieving measurable growth?
Developing your business model to have a positive impact on customer loyalty
How to build trust, integrity and relevance into your business and customer strategy
What’s the future of customer engagement for businesses?

› Herr Hans-Josef Schmitz, Geschäftsführer, S Institut für Marketing & Kundenbindung GmbH, Sparkassen Finanzgruppe

10.10am

Speed Networking

10.40am

Morning refreshments and networking

CREATING A CUSTOMER-CENTRIC ORGANISATION

11.10am

The potential of premiums: increase customer satisfaction, decrease costs of customer loyalty

Herr Mark Edenharder

Nach dem Studium der Kommunikationswissenschaften in München begann Mark Edenharder seine berufliche Karriere 2000 als Projektmanager bei der Pixelpark AG. 2002 wechselte er zu der arvato Tochter webmiles GmbH, wo er zunächst als Projektmanager und...

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The psychological effect of bonus gifts in Loyalty programmes
The art of lining up customer requirements and costs
How to design an individual customer premium portfolio
How to satisfy the needs of program partners and customers with a bonus programme

› Herr Mark Edenharder, Geschäftsführer, rewards arvato services GmbH

CUSTOMER ENGAGEMENT & EXPERIENCE

11.45am

Panel discussion: ‘Experience begins at home’: identifying the 3 key success factors forming the foundation of excellent customer experience

Moderator:

Herr Karlheinz Stiewi

Head of CRM Customer Marketing Kobold Germany Professional career: Productmanager Food Sopexa, Düsseldorf. Since 1999 Vorwerk Group: Product- and Senior Productmanager International Productmanagement, Projektmanager Direct Sales...

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Information integration: unifying internal functions and data systems to provide a collective source of customer intelligence
Organizational configuration: which structure and metrics will maximize the efficiency of your customer strategy?
Cultural collaboration: how can you create an enterprise-wide mentality of customer focus?
Understand how to measure customer service culture within an organization
Define customer service excellence - identifying your customers' values

12.25pm

Networking Lunch

1.35pm

Generation Y: tapping social media to engender advocacy

Herr Philipp Riederle

Phillip Riederle – erklärt den Medienvorständen, wie die Welt von morgen aussieht. Seit drei Jahren produziert und moderiert der heute 16-Jährige seine Tutorial-Videos „Mein iPhone und ich“ und kommt damit auf rund eine Million Abrufe pro...

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Understanding what loyalty really means to Gen Y
How can you challenge the consumer trend towards ‘instant gratification’? Can brand loyalty and emotional engagement really be achieved with the Gen Y customer?
Communication is key: identifying the right methods and tone to create real impact with the Gen Y market
How can you listen to the voice of the Gen Y customer by data mining social networks?

› Herr Philipp Riederle, Gründer, Online Media Creator, Phipz Media UG

2.10pm

The Nestlé Marktplatz — the First Social Commerce Platform of a Food Manufacturing Company

Openness and transparency as a focus for the new Nestlé web platform
The importance of a communication strategy
Discover, shop, participate: Nestlé Deutschland explores new routes on the web
First experiences with the Nestlé Marketplace after the first few months

› Dr Alexander Decker, Head of Consumer Relations, Nestlé Deutschland AG

2.45pm

Afternoon refreshments and networking

BRANDABILITY

3.15pm

How to build up leading internet brands

Herr Christoph Schuh

Christoph Schuh ist seit dem 21. Dezember 2001 Vorstand Marketing und Vertrieb der TOMORROW FOCUS AG. Er ist zudem Vorsitzender des Aufsichtsrats der AdJug Ltd., London. Sein Studium der Betriebswirtschaft schloss Christoph Schuh in Köln...

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Brand creation of leading digital brands without an actual physical presence presents particular challenges to the product, marketing and customer engagement
Demonstration of critical success factors with actual examples
The importance of different sales channels for internet brands (classic media, SEM, Display, Affiliate, Social etc)

› Herr Christoph Schuh, Vorstand, TOMORROW FOCUS AG

3.50pm

The role of service within a company and how to infuse a service culture in the company’s DNA

Why a successful service model needs a clear vision and value proposition
Relationship Care: why each customer contact should lead to a service orientated interaction
From the Board to each individual member of staff: the scorecard applies to all levels