Operations (including Service Level Reporting)
Rob Fagan, WhiteWave Foods

Operational reports consist of any data insights that help Consumer Affairs professionals plan their program budgets, staffing needs, and KPIs, as well as manage consumer cases and identify key issues.

This presentation is designed to highlight the way in which operational support roles leverage various types of reports.

Bonus: Key Metrics (How Do You Rank Yourself?)

In this show-and-tell session, you'll gain insights into Sara Lee's Top Management Brand Scorecard as well as their individual Brand Scorecards.  Find out how Sara Lee modified these reports following the 2010 Data Reporting Workshop to improve their overall utility, including the addition of new product comparisons CPM to industry CPM.  Finally, you'll review their New Product Scorecard to wrap out this session on marketing reports.

Lori Sweger from The Hershey Company will discuss the strategy used by The Hershey Company to monitor products that have undergone formula and/or production location changes.  Lori will discuss how this strategy evolved, the value of a cross-functional team and present various examples of reports that gauge consumer response and support consumer insights.

 Executive Level Reports - Reports Senior Leadership LOVES
Lynn Reilly, Pinnacle Foods

The best of the best. Coming out of 2010’s Reporting Workshop, the Pinnacle Foods team took the “best of the best” in reporting lessons learned and compiled it into one easy to read Consumer Relations scorecard. Learn how to use the scorecard to highlight overall volume, complaint to praise ratio, plant performance, key QA issues as well as Consumer Satisfaction results. The Pinnacle template is used monthly in executive level meetings and is used to track plant improvements as part of overall corporate goals.

Reporting Roundtable Discussions (table topics)
Esmeralda Hidalgo, E&J Gallo Winery and Sharon Rickabaugh, Continental Mills

Have you ever wanted to try Reporting Tips Speed Dating SOCAP style? If so, 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 the topic provided.  Topics include “Recall SOP’s”, “How to track temporary events versus regular events”, “How do you report your Social Media contacts?” and “What are your alert thresholds?”

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!

Quality Reporting
Nazli Attaran and Jola Oliver, Kraft Foods

Best practices shared from the largest food manufacturer in North America, Kraft Foods.  This session will focus on reporting tools & templates used by the Consumer Relations Analysts in reporting back trends and insights to Quality and other business functions within the company. The presentation will also touch on social media analysis and reporting.

Social Media Reporting
Leslie Summer, General Mills and John Cronce, Jockey International

How do you get visibility into what consumers are saying about your Brands in the Social Media space?  Learn how General Mills (GM) leverages Social Media for insights into what consumers are saying to others that they aren’t contacting GM directly to discuss.  From the specific tools utilized, the cost involved and some detail on how those tools are being used, to future plans to put the data on everyone’s desktop and include comparisons of the contact center data; Leslie Summer will reveal how it’s being done with an interactive demonstration.

John Cronce of Jockey International will share how social media is driving the most effective reporting at Jockey with online product reviews.

CSAT Reporting
Moderator: Patrice Fehl, The Hershey Company

Join your colleagues for an open discussion on Consumer Satisfaction Surveys. Patrice Fehl from The Hershey Company will kick off the discussion by providing a brief overview of The Hershey Company Consumer Satisfaction Process, the results of the survey, and the action taken based on the survey. Then she will open the discussion to the workshop participants.