Interpreting Data
Presented by L'Oreal USA and Unilever

It’s all about the data. In this session, we will discuss specifically what data should be collected by the contact center. We will also exchange best practices regarding how to ensure data accuracy and completeness, as well as how to create effective and actionable reports to meet broad data needs.

Break

Quality Assurance Reporting
Presented by ConAgra Foods

Hear all about how ConAgra Foods Consumer Affairs knowledge transfer process is used to empower the front line and ensure the data reporting teams can plan effectively to deliver early trends and insights to the organization. Learn how ConAgra implemented best practices for effectively partnering with the Quality Assurance (QA) organization and other business partners to collaboratively champion the voice of the consumer for “critical” complaints and emerging product issues. In this session we will explore how to standardize processes across multiple departments to ultimately facilitate QA root cause investigations and documentation of corrective and preventative actions, a “must do” to align with the new requirements of the Food Safety Modernization Act. The team will also share new ideas on how to track quality complaint reduction goals from the c-suite to the plant floor.

Executive-Level Reporting
Presented by Jockey International, Inc.

Going Undercover... "A Real Life Repeater Investigation"
Presented by ConAgra Foods

We all know who they are… we call them “repeaters,” consumers who use and abuse the system to get free product coupons by “constructively criticizing” products and “sharing feedback”. Most companies have liberal policies around “cutting them off” to ensure they maintain a delicate balance between customer loyalty and risk mitigation. In this session, you will hear about the deep investigative work that ConAgra Foods underwent to better understand the prevalence, tactics, and motives of these consumers, including new software analysis techniques that are uncovering a more prevalent problem than most companies realize.

Reporting Roundtable Discussions (Speed Dating)
Presented by Continental Mills and E&J Gallo Winery

Join us for this fast paced round table reporting brainstorming in speed dating format. Find a seat at a table and start sharing ideas based on a variety of relevant topics. You will be rotating around the room sharing best practices and reporting ideas with others in the Consumer Relations field. Bring a stack of business cards, your energy and your favorite reporting tips and tricks to share at this exciting session!

The Dollar Impact of a Complaint
Presented by TARP Worldwide

TARP’s tip of the iceberg and complaint multiplier methodology has long been used by CPG companies to interpret consumer complaints and more accurately report consumer issues in the market place. Now, using proven volumetric sales modeling, TARP is quantifying the actual sales lost in the marketplace due to specific quality issues and the sales gained due to exceeding consumer expectations. Additionally, TARP quantifies the dollar impact of various WOM venues, including Social Media. In this session, TARP will provide an overview of the Dollar Value of Quality (DVQ) methodology used to quantify multipliers and sales impact of quality issues, provide examples of the research findings and lead a discussion on how CPG companies are using such data to translate consumer contacts into market impact. The session will include several mini case studies of how Consumer Affairs departments have led cross-functional quality teams and how using consumer-driven financial data has helped improve the status of Consumer Affairs and to set clear priorities for the business organization.

Social Media Reporting
Presented by Kraft Foods and McDonald's Corporation

Social technologies are transforming the relationship between organizations and people. Companies can choose to listen or ignore what consumers are communicating. Learn how peer companies are leveraging what’s ‘said’ in the social environment by listening and analyzing the conversations, gaining insights and turning that information into valuable reporting for their companies.

User Group Roundtables
Featuring Astute Solutions, Telerx and Wilke Global

Participate in roundtable discussions with various providers/suppliers of reporting systems. Learn more about new applications, ask questions, and network with other companies using similar reporting systems.