Breakout Session Descriptions for Tuesday April 21, 2009
11:00am–12:15pm
Creating Value for Today's Online Consumer
U.S. online retail sales reached $175 billion in 2007. As more people are shopping online, companies are finding effective ways to support them and create a value-added experience. In this session, some of today's top Internet retailers discuss their approaches and strategies for creating a positive online consumer experience.
Realizing the Impact of Statements on Social Responsibility and Sustainability
Is there a role for consumer affairs in promoting and supporting social responsibility? Learn how companies are empowering their customer care function to execute corporate responsibility statements.
Maintaining Employee Morale in Economic Recession
Learn ways that companies maintain employee morale during today's tight economy while still implementing cost savings. Find out how top companies are reducing turnover, making hiring more attractive and working smarter with their employees.
Leveraging Contact Center Data to Develop Usable Consumer Insights
Call center data is not just for the customer care department. Learn how companies are effectively leveraging this data to develop consumer insights and make an impact on product branding and marketing.
2:30pm-3:45pm
Does a Good Call Always Mean a Satisfied Customer? Framing Today's Customer Experience
Is there a difference between a good call and a satisfied customer? This cross-industry panel discussion will address this topic through real-world examples that show how companies measure and monitor customer satisfaction.
Maintaining Brand Loyalty During Tough Economic Times
Bring your ideas to this attendee-generated session on how to maintain brand loyalty in today's tough and increasingly competitive economy. In this highly interactive session, participants will share their ideas and create a take-home list of effective strategies for addressing brand loyalty.
How to Reduce Your Carbon Footprint
In today's environmentally-conscious world, consumers are demanding more accountability from companies and asking them to become more green. Learn what leading companies are doing to reduce their carbon footprints and how they are communicating these efforts internally as well as externally. Find out how to apply these strategies to your company.
Leveraging Social Media in Product Recalls
Your product (or a competitor's product) has just been recalled. How can you use the power of social media—blogs, Twitter, Facebook, others—to help your brand's image? This panel will showcase real-world examples of successful (and not so successful) uses of this powerful communication channel. Learn how immediate, thoughtful communications can spread in support of your brand. And see how to leverage the power of connected consumers to preserve your reputation.