CustomerLoyalty & Engagement 2011
if register and pay by 22 July 2011
SUMMIT KEY HIGHLIGHTS:
EngagementWOW
Social MediaLoyalty
InnovationExperience
CRMInsights
Service Measurement
Exploring latest loyalty innovations, trends and practical tools to develop the ultimate customer engagement strategy and make a valuable impact on your bottom line & profitability
Main Summit Date: 24-25 August 2011One-Day Post-Summit Date: 26 August 2011Venue: Grand Millennium Sukhumvit
This high-profile two-day conference and one-day post-confer-ence event will bring together 20+ top-notched marketing & customer management professionals and practitioners to share with you and your key team members their latest insights and experience.
Master approaches to the challenges facing your customer loyalty & engagement strategy
Explore latest loyalty innovations, trends and integrated social media marketing enhancing customer engagement
Hear Case studies from leading brands across industry sectors
p Roundtable Discussion on âRethinking loyalty & moving towards customer engagement: trends & innovationâ
p Interactive Panel Discussion: Strategies for Creating a âWOW & Beyondâ Customer Experience Program
p Interactive Mini Workshop: Managing Cus-tomer Experience at the interactive touch points
One-Day Post-Conference Event on:âCustomer Experience Managementâ
(26 August 2011)
FEATURING EXECUTIVES ACROSS- INDUSTRY PANEL OF SPEAKERS INCLUDE:
āļāļģāđāļāļīāļāļāļēāļĢāļāļĢāļ°āļāļļāļĄāļŠāđāļ§āļāđāļŦāļāđāđāļāđāļāļ āļēāļĐāļēāđāļāļĒ
A must-attend-event for those responsible for customer management.
Burin T. Arjharn P. Tana T. Kanokporn C.
Nithipont T. Yuen S. Johnsen J. Neil M. Chaiyapol G. Wilert P.
Dej-udom K.
Jenpakorn V. Kittima T. Janjaree T. Wichitra K.
Foo G. Tharinee S. Apisilp T.
LEADING PROFESSIONALS FROM:
Organized by:
www.asiabusiness-connect.com
Official Media Partners:
7
PLUS
âĒ
Viriya V. Wannee R.
Watinee K. Sujinda P.
âĒâĒâĒ
SAVE THB 2,000
*Most presentations will be in Thai /
Separately
Bookable
USTOMER LOYALTY & ENGAGEMENTCSUMMIT 2011
DAY ONE: WEDNESDAY, 24 AUGUST 2011
CASE STUDY
12:40 Lunch
2:00-3:15
āļāļēāļĢāļāļąāļāļāļēāđāļĄāđāļāļĨ āđāļāļĢāļ·āđāļāļāļĄāļ·āļāđāļĨāļ°āļāļĨāļĒāļļāļāļāđāđāļāļāļēāļĢāļŠāļĢāđāļēāļ Customer Engage-ment & Loyalty āļāļēāļĢāļāļąāļāļāļēāđāļāļĢāđāļāļĢāļĄ Customer Engagement & Loyalty āļāļĩāđāļāđāļēāļāļāļāļģāļāļąāļāļĨāļđāļāļāđāļēāđāļāļ·āđāļāđāļāļīāđāļĄāļāļ§āļēāļĄāļāļđāļāļāļąāļ āđāļĨāļ°āļāļ§āļēāļĄāļ āļąāļāļāļĩāļāđāļāđāļāļĢāļāļāđ āđāļĨāļ°āđāļāļ·āđāļāļĄāđāļĒāļāļāļąāļāļāļĨāļĒāļļāļāļāđāļāļēāļĢāļāļĨāļēāļāđāļāļĒāļĢāļ§āļĄ āļ§āļīāļāļĩāļāļēāļĢāđāļāļīāđāļĄāļāļ§āļēāļĄāļāļđāļāļāļąāļāđāļĨāļ° āļāļ§āļēāļĄāļ āļąāļāļāļĩāļāļāļāļĨāļđāļāļāđāļē
EFFECTIVE CUSTOMER ENGAGEMENT & LOYALTY MODEL, TOOLS & STRATEGIES Creating customer loyalty & engagement model frame work to attract and retain profitable customers Developing effective engagement & loyalty strategies Linking customer engagement & loyalty with overall marketing strategy Executing memorable engagement & loyalty program Practical methods to maximize engagement & loyalty
Kanokporn Chinorak, Chief Executive Officer, 3-RD Co Ltd 3-RD, The Result Driven Direct Communications Agency that provides one stop service from strategy & execution through online, offline, call center in-order to deliver brandâs products & services to clientâs target segment effectively. We also offer engagement strategy, implementation for your customers and employees. With WW & international experiences, we 3-RD are ready to support your brandâs vision and business goals.
3:15-4:15
āļāļēāļĢāđāļāđ Consumer Insights āđāļĨāļ°āļāļēāļĢāļ§āļīāđāļāļĢāļēāļ°āļŦāđāļĨāļđāļāļāđāļēāđāļāļ·āđāļāļŠāļĢāđāļēāļāļāļ§āļēāļĄāđāļāđ āđāļāļĢāļĩāļĒāļāđāļāļāļēāļĢāđāļāđāļāļāļąāļ āđāļĨāļ°āļāļąāļāļāļēāļāļĨāļĒāļļāļāļāđāđāļāļāļēāļĢāļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļāļĢāļąāļāļ āļąāļāļāļĩ āļāļĨāļĒāļļāļāļāđ āļāļēāļĢāļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļđāļāļāļąāļ āđāļĨāļ°āļāļĢāļ°āļŠāļāļāļēāļĢāļāđāļāļąāļāļĨāļđāļāļāđāļēāļāļĒāđāļēāļāļĄāļĩāļāļĢāļ°āļŠāļīāļāļāļīāļ āļēāļ
OBTAINING KEY CONSUMER INSIGHTS AND ANALYTICSFOR COMPETITIVE ADVANTAGE Understanding your customers from intelligent analysis Analyzing your customer analytics, insights, expectations and purchasing power to maximize engagement and stay ahead of your competitors Maximize insights to develop high value for customer experience and loyalty Turning consumer insights into connections that captivate and drive loyalty
Nithipont ThaiyanurakAssociate Director-Customer ExperienceSynovate (Thailand) Ltd
4:15 Afternoon Refreshments & Networking
4:30-5:30
āļāļĢāļāļĩāļĻāļķāļāļĐāļē: āļāļēāļĢāđāļāđāļāđāļāļĄāļđāļĨāļĨāļđāļāļāđāļēāđāļāļ·āđāļāļāļąāļāļāļēāļāļĨāļĒāļļāļāļāđāļāļēāļĢāļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļāļĢāļąāļāļ āļąāļāļāļĩāđāļĨāļ°āļāļ§āļēāļĄāļāļđāļāļāļąāļāļāļąāļāļĨāļđāļāļāđāļēāļāļĒāđāļēāļāļĄāļĩāļāļĢāļ°āļŠāļīāļāļāļīāļ āļēāļāđāļĨāļ°āļŠāļĢāđāļēāļāļŠāļĢāļĢāļāđ āļāļēāļĢāļāļāļ āđāļāļĄāđāļāļāļāļĩāđāđāļāļīāļāļāļ§āļēāļĄāļāļēāļāļŦāļĄāļēāļĒāļāļāļāļĨāļđāļāļāđāļē āļāļ§āļēāļĄāļāļīāļāļŠāļĢāđāļēāļāļŠāļĢāļĢāļāđāđāļāļĩāđāļĒāļ§āļāļąāļ āđāļāļĢāļ·āđāļāļāļĄāļ·āļāđāļĨāļ°āļāļĨāļĒāļļāļāļāđāļāļēāļĢāļāļķāļāļāļđāļāļĨāļđāļāļāđāļē
*TURNING DATA INTO PROFIT â TRANSLATINGCUSTOMER FEEDBACK DATA INTO CUSTOMER LOYALTY & ENGAGEMENT
Does customer loyalty still exist? If so, how long will it continue? Leveraging and translating sophisticated customer data into an effective customer centric strategy Delivering campaigns that exceed customers expectations Be inspired to think creatively about customer engagement tools & strategy
* This presentation will be in English.
Jan Johnsen, Partner, DigitalJuiceJan has spent the last 16 years focusing on all aspect of the Commercial side in Telcos,while being part of theTelenor Group. He has worked in the capacities of Director and SVP in Telcos in Norway, Denmark, Malaysia, Bangladesh, Russia and Thailand. Jan is now working as a partner in DigitalJuice â a consulting company offering hands-on experience to mobile operators across Asia, focusing on all aspects of the Commer-cial side of mobile business, but in particular on how to grow revenues from existing customers.
5:30 End of Day One
8:00 Registration & Morning Coffee
8:50 Chairpersonâs Welcome Remarks
Asst. Prof. Dr. Burin T. Sriwong Social & Health System, Management Program DirectorFaculty of Pharmacy, Silpakorn University
9:00-10:15
EXECUTIVE ROUNDTABLE DISCUSSION
Executive Roundtable Discussion: āļāļēāļĢāļāļāļāļ§āļāļāļĨāļĒāļļāļāļāđāļāļēāļĢāļŠāļĢāđāļēāļ āļāļ§āļēāļĄāļāļāļĢāļąāļāļ āļąāļāļāļĩāļāļāļāļĨāļđāļāļāđāļēāđāļĨāļ°āļāļēāļĢāļĄāļļāđāļāđāļāļŠāļđāđāļāļĨāļĒāļļāļāļāđāđāļāļāļēāļĢāļŠāļĢāđāļēāļāđāļŦāđāļĨāļđāļāļāđāļēāļĄāļĩ āļāļ§āļēāļĄāļāļđāļāļāļąāļāļĨāļķāļāļāļķāđāļāļāļąāļāđāļāļĢāļāļāđ āļāļąāļāļāļąāļĒāļāļĩāđāļŠāđāļāļāļĨāđāļŦāđāđāļāļīāļ Customer Engage-ment & Loyalty āđāļāļ·āđāļāļāļŦāļĨāļąāļāļāļ§āļēāļĄāļŠāļģāđāļĢāđāļāđāļāļāļēāļĢāļŠāļĢāđāļēāļ Customer Engage-ment & Loyalty āļāļēāļĢāđāļāļ·āđāļāļĄāđāļĒāļāļāļļāļĢāļāļīāļāļāļąāļāļāļĨāļĒāļļāļāļāđāļāļĩāđāđāļāđāļĨāļđāļāļāđāļēāđāļāđāļāļĻāļđāļāļĒāđāļāļĨāļēāļ
RETHINKING LOYALTY & MOVING TOWARDS CUSTOMERENGAGEMENT: TRENDS & INNOVATIONS IN 2011 & BEYOND Challenges in managing and retaining customers in this current economic climate The latest loyalty innovations and trends Rethinking loyalty and moving towards engagement What really drives customer loyalty and engagement? Grip with the solutions behind customer strategy success Align business process redesign with customer-centric strategy Changing a culture to embrace customer engagement: Next generation customer management
PANELISTS
Viriya VorakittikunPresident of Thailand Marketing Research Society President of CSN & Associations Co Ltd
Arjharn Petchdee, First Vice PresidentCredit Card Product Management and Marketing Kasikornbank Public Co Ltd
Dr. Tana Tanarugsachock Senior Vice President-Customer Insight, Krungthai Card Plc
10:15 Morning Refreshments & Networking
10:30-11:40
Framework āđāļāļāļēāļĢāđāļŠāļĢāļīāļĄāļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļđāļāļāļąāļāļāļāļāļĨāļđāļāļāđāļē āļāļąāļāļāļąāļĒāļŠāļđāđāļāļ§āļēāļĄāļŠāļģāđāļĢāđāļāđāļ āļāļēāļĢāļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļđāļāļāļąāļāļĢāļ°āļāļąāļāļŠāļđāļāļāļąāļāļĨāļđāļāļāđāļē āļāļĢāļāļāļāļēāļĢāļāļāļīāļāļąāļāļīāđāļāļāļēāļĢāļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļāļĢāļąāļāļ āļąāļāļāļĩāđāļĨāļ°āļāļ§āļēāļĄāļāļđāļāļāļąāļāļāļąāļāļĨāļđāļāļāđāļē
*A HOLISTIC FRAMEWORK TO ENHANCE CUSTOMER ENGAGEMENT Customer advocacy and engagement Critical success factors for high engagement levels An operational framework for engagement and loyalty The role of customer insights in the framework
* This presentation will be in English.
Sidney Yuen, Chairman & CEO, HBC Ltd (Hong Kong)
11:40-12:40
āļāļēāļĢāļ§āļīāđāļāļĢāļēāļ°āļŦāđāļŠāļ·āđāļāđāļāđāļāđāļĨāļ°āļāļļāļ Touch Point āđāļĨāļ°āļāļĢāļ°āļŠāļāļāļēāļĢāļāđāđāļāļĩāđāļĒāļ§āļāļąāļ āđāļāļĢāļāļāđāļāļāļāļĨāļđāļāļāđāļēāđāļāļ·āđāļāļŠāļ·āđāļāļŠāļēāļĢāđāļĨāļ°āļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļđāļāļāļąāļāļāļąāļāļĨāļđāļāļāđāļēāļāļĒāđāļēāļāļĄāļĩāļāļĢāļ°āļŠāļīāļāļāļīāļ āļēāļāļĒāļīāđāļāļāļķāđāļ āļāļēāļĢāđāļĨāļ·āļāļāđāļāđāđāļĨāļ°āļāļĢāļīāļŦāļēāļĢāļŠāļ·āđāļāđāļāđāļāđāļĨāļ°āļāļļāļ Touch Point āđāļāļ·āđāļāđāļŦāđāđāļāđāļāļĨāļĨāļąāļāļāđāļāļĩāđāļāļĩāļāļĩāđāļŠāļļāļ
ANALYZING MEDIA TOUCH POINTS AND BRAND EXPERIENCE TO BETTER COMMUNICATE & ENGAGE CUSTOMER Consumer changing behavior Media touch points selection criteria to engage with todayâs consumers How to effectively manage touch points to get the best results
Wannee Ruttanaphon, Chairman, IPG Mediabrands
USTOMER LOYALTY & ENGAGEMENTCSUMMIT 2011
USTOMER LOYALTY & ENGAGEMENTCSUMMIT 2011
DAY TWO: THURSDAY, 25 AUGUST 20118:00 Morning Coffee
8:45 Chairpersonâs Opening Address
Asst. Prof. Dr. Burin T. Sriwong Social & Health System, Management Program DirectorFaculty of Pharmacy, Silpakorn University
9:00-10:15
āļāļĢāļāļĩāļĻāļķāļāļĐāļē: āļāļēāļĢāļ§āļēāļāđāļāļāđāļāļĄāđāļāļ Customer Engagement āđāļāļāļēāļāļāļāļīāļāļąāļāļī āļāļēāļĢāļĒāļāļĢāļ°āļāļąāļāļāļĢāļ°āļŠāļīāļāļāļīāļ āļēāļāđāļāļāļēāļĢāļŠāļ·āđāļāļŠāļēāļĢāļāļēāļĢāļāļĨāļēāļāļāļąāļāļāļđāđāļāļĢāļīāđāļ āļāļāļĨāļļāđāļĄāļāđāļēāļāđāļāļĩāđāļĄāļĩ āļāļ§āļēāļĄāļŦāļĨāļēāļāļŦāļĨāļēāļĒāļāļąāđāļāđāļāļāļĢāļļāļāđāļāļāđāļĨāļ°āļāđāļēāļāļāļąāļāļŦāļ§āļąāļ āđāļāļĢāļ·āđāļāļāļĄāļ·āļāđāļĨāļ°āļāđāļāļāļ§āļēāļĄāļāļĩāđāđāļāđāļŠāļ·āđāļāļŠāļēāļĢāļāļąāļāļāļĨāļļāđāļĄāļĨāļđāļāļāđāļē āđāļĄāđāļāļĨāļāļāļ Customer Engagement
CONSUMER ENGAGEMENT-CAMPAIGN PLANNING IN PRACTICE â LEVERAGE MARKETING- COMMUNICATION EFFICIENCY THROUGHOUT THOSE DIVERSITY TARGETS
Scenario consumer analysis for engagement planning:- Understanding the targets through the arts of consumer insights and industry research Developing customer loyalty with consumer engagement model Process to build and select effective message and engagement vehicles:- Urban VS Rural Transforming customer mindsets with multi-channel engagement
Neil Mavichak, Engagement Planning DirectorMcCann Worldgroup Neil Mavichak has an extensive experience in strategic marketing communications, especially in media management and consumer engagement strategy. At McCann Worldgroup, Neil manages engagement planning unit as well as responsible on global media engagement plan and strategy for Tourism Authority of Thailand in over 90 countries, across different engagement channels. Prior to this, he was with Havas Media and Universal McCann.
10:15 Morning Refreshments & Networking
10:30-11:45
āļāļĢāļāļĩāļĻāļķāļāļĐāļē: āļāļēāļĢāļ§āļīāđāļāļĢāļēāļ°āļŦāđāļāļēāļĢāđāļāđ Touch Point āđāļāļ·āđāļāđāļāļēāļ°āļĨāļķāļāļāļķāļāļāļĪāļāļīāļāļĢāļĢāļĄ āļāļāļāļĨāļđāļāļāđāļē āđāļāļ·āđāļāļāļģāļāđāļāļĄāļđāļĨāļĄāļēāļāļĒāļēāļĒāļāļēāļāļĨāļđāļāļāđāļē āđāļĨāļ°āļŠāļĢāđāļēāļāđāļāļĢāđāļāļĢāļĄāļāļ§āļēāļĄāļāļ āļĢāļąāļāļ āļąāļāļāļĩāđāļŦāđāļĄāļĩāļāļĢāļ°āļŠāļīāļāļāļīāļ āļēāļāļĄāļēāļāļĒāļīāđāļāļāļķāđāļ āļāļĢāļāļāļāļēāļĢāļ§āļēāļāđāļāļāđāļĨāļ°āļĢāļđāļāđāļāļāļāļāļ Touch Point āļāđāļēāļāđ āļāļĨāļĒāļļāļāļāđāđāļāļāļēāļĢāļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļđāļāļāļąāļāļāļĒāđāļēāļāļĨāļķāļāļāļķāđāļāļāļąāļ āļĨāļđāļāļāđāļē āļāļēāļĢāļ§āļąāļāļāļĢāļ°āļŠāļīāļāļāļīāļāļĨāđāļāđāļāđāļĨāļ° Touch Point āļĢāļ§āļĄāļāļķāļāđāļāļāļāļīāļāđāļāļāļēāļĢāļĢāļąāļāļĄāļ·āļāļāļąāļāļĨāļđāļāļāđāļēāđāļĄāļ·āđāļāļĨāļđāļāļāđāļēāđāļāļĢāļ
MAXIMIZING TOUCH POINTS TO DRIVE LOYALTY,ENGAGEMENT AND EXPAND CUSTOMER BASE
Touch points model/framework and challenges in todayâs environment Factors and strategies to overcome issues and enhance consumer engagement Customer complain issues and tactical strategies Measurement and examining its effectiveness to all touch points Leveraging consumer multiple touch points to better drive customer loyalty and expand customer base
Chaiyapol GlitayawanitSenior Vice President, Personal Loan BusinessKrungthai Card Public Co Ltd
11:45-12:45
āļāļēāļĢāļŠāļĢāđāļēāļ Brand Loyalty & Engagement āđāļŦāđāļāļĒāļđāđāđāļāļāļ§āļāđāļāļāļāļāļĨāļđāļāļāđāļēāđāļĨāļ° āđāļŦāđāļĨāļđāļāļāđāļēāđāļāđāļāļāļĢāļ°āļāļāļāđāļŠāļĩāļĒāļāđāļāļāļēāļĢāļāļāļāļāđāļ āļāļēāļĢāļŠāļĢāđāļēāļ Spiritual Marketing āļāļēāļāļāđāļāļĄāļđāļĨāđāļāļīāļāļĨāļķāļāļāļāļāļĨāļđāļāļāđāļē āļāļēāļĢāļŠāļĢāđāļēāļāđāļāļĢāļāļāđāđāļāļĒāđāļāđ Social Media āđāļĨāļ° āļāļēāļĢāļŠāļĢāđāļēāļāđāļāļĢāļāļāđāđāļŦāđāļĒāļąāđāļāļĒāļ·āļāļāļĒāđāļēāļāļĄāļĩāļ§āļīāļŠāļąāļĒāļāļąāļĻāļāđ
BRAND LOYALTY & ENGAGEMENT TO CREATE CUSTOMER ADVOCACY From customer relationship to customer engagement Creating spiritual marketing through customer insights Brand building through social media Visionary brand sustainability
Wilert Puriwat, D.Phil. (Oxon)Senior Lecturer, Marketing, Faculty of Commerce and AccountancyChulalongkorn UniversityHis areas of expertise including Strategic marketing management, Brand Building, Customer Relationship Management (CRM), Consumer behavior, Strategic market-ing profitability, Pricing strategies, Customer experience management (CEM), Global marketing, and Marketing Management.
12:45 Lunch
2:00-3:00
āļāļĢāļāļĩāļĻāļķāļāļĐāļē: āļāļēāļĢāļŠāļ·āđāļāļŠāļēāļĢāļāđāļēāļ Social Media āđāļĨāļ°āļĄāļ·āļāļāļ·āļāđāļāļ·āđāļāļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļđāļ āļāļąāļāļāļąāļāļĨāļđāļāļāđāļē āļ§āļīāđāļāļĢāļēāļ°āļŦāđāļāđāļāļĄāļđāļĨāđāļāļīāļāļĨāļķāļāļāļāļāļĨāļđāļāļāđāļēāļāļāļāđāļĨāļāđāđāļāļ·āđāļāļŠāļĢāđāļēāļāļŠāļąāļāļāļĄ āļāļāļāđāļĨāļāđ āđāļĨāļ°āļāļąāļāļāļēāļāļĨāļĒāļļāļāļāđāļāļĩāđāđāļāļīāļāļāļ§āļēāļĄāļāļēāļāļŦāļ§āļąāļāļāļāļāļĨāļđāļāļāđāļē
GETTING CLOSER TO CUSTOMERS: INTEGRAT-ING SOCIAL MEDIA COMMUNICATION NETWORKS (Twitter, Facebook, YouTube, Blogging) INTO A CUSTOMER ENGAGEMENT STRATEGY
Knowing online customer insights Building social media strategy to exceed customer expectations and optimize engagement Applying social media to engender true value exchange between influencer and brand Optimize website design and content Using social media to generate âword of mouthâ response in communities Integrating social media network into your CRM & engagement strategy Mobile communication to drive deeper brand engagement
Dej-udom KhemdaengNew Media & Online Business, Digital Project ManagerGmm Tai Hub Co Ltd
3:00-4:00
āļāļĢāļāļĩāļĻāļķāļāļĐāļē: āļāļēāļĢāļŠāļĢāđāļēāļ âWOWâ Services āđāļāļ·āđāļāđāļŦāđāļāļĢāļīāļāļēāļĢāđāļĨāļ°āļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļĢāļ° āļāļąāļāđāļāļāļąāļāļĨāļđāļāļāđāļē āļāļąāļāļāļąāļĒāļāļĩāđāļāļģāđāļŦāđāđāļāļīāļ âWOWâ āđāļāļĨāđāļāļĨāļąāļāđāļāļāļēāļĢāđāļāđāļāļāļđāđāļāļģāļāļēāļ āļāđāļēāļāļāļēāļĢāļāļĢāļīāļāļēāļĢāļāļĩāđāđāļāđāļāđāļĨāļīāļĻ āļāļēāļĢāđāļāļ·āđāļāļĄāđāļĒāļ âWOWâ Services āļāļąāļāđāļāļĢāļāļāđ āļāļ§āļēāļĄāļ āļąāļāļāļĩāđāļĨāļ°āļāļēāļĢāđāļāļīāļāđāļāļāļēāļāļāļļāļĢāļāļīāļ
ACHIEVING âWOWâ SERVICE TO EXCEED CUSTOMERSâ EXPECTATION & ENGAGEMENT
What are âWOWâ factors? Beyond customersâ needs: how to deliver service exceeding their expectation Top tips to becoming a great customer service excellence leader Proven approach to create âWOWâ customer service Linking âWOWâ customer service to your brand, loyalty and business growth
Jenpakorn VeerachayapornpongGeneral Manageri-KLEAN Laundry Co Ltd
4:00 Afternoon Refreshments & Networking
4:15-5:15
āļāļēāļĢāļ§āļąāļāđāļĨāļ°āļāļēāļĢāļāļīāļāļāļēāļĄāļāļĢāļ°āļŠāļīāļāļāļīāļāļĨāļāļāļāđāļāļĢāđāļāļĢāļĄ Customer Engage-ment & Loyalty āđāļāļ·āđāļāļŠāļĢāđāļēāļāļāļĨāļāļģāđāļĢāļŠāļđāļāļŠāļļāļ āļĢāļ§āļĄāļāļķāļāļāļēāļĢāļāļąāļāļāļēāļĢāļ°āļāļ āļāļēāļĢāļ§āļąāļāļāļĨ āļāļąāļ§āļāļĩāđāļ§āļąāļāļāļĩāđāļĄāļĩāļāļĢāļ°āļŠāļīāļāļāļīāļ āļēāļ
MEASURING & TRACKING THE EFFECTIVENESS OF CUSTOMER ENGAGEMENT & LOYALTY PROGRAM TO OPTIMIZE PROFITABILITY What KPIs should you track and measure? Identifying the right metrics to measure ROI Examining engagement metrics to optimize profitability of loyalty and engagement program Develop ongoing measurement system linked to customer loyalty and engagement program Using loyalty metric to drive improved financial performance
Watinee Khutrakul, Partner, Gallup
5:15 End of Conference
CASE STUDY
CASE
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CASE STUDY
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USTOMER LOYALTY & ENGAGEMENTCSUMMIT 2011
DAY THREE: FRIDAY, 26 AUGUST 2011USTOMER EXPERIENCE MANAGEMENTC
Interactive
Panel Discussion
8:00 Morning Coffee
8:45 Chairpersonâs Opening Address
Kittima ThongketVice President - Customer Experience ManagementStrategic Marketing DivisionBank of Ayudhya Public Co Ltd
9:00-10:15
āļĢāļđāļāđāļāļāļāļāļ Customer Experience āļāļĨāļĒāļļāļāļāđāļāļēāļĢāļŠāļĢāđāļēāļ Core Brand āđāļĨāļ°āļāļēāļĢāļŠāļĢāđāļēāļāļāļ§āļēāļĄāđāļāļāļāđāļēāļāļāļāļāđāļāļĢāļāļāđāđāļāļĒāđāļāđ CEM āļāļĢāļ°āļāļ§āļāļāļēāļĢāļāļģāđāļāļē āļāļĨāļĒāļļāļāļāđāđāļāļāļāļīāļāļąāļāļīāđāļāļ·āđāļāļŠāļĢāđāļēāļāļāļĢāļ°āļŠāļāļāļēāļĢāļāđāđāļŦāđāļāļąāļāļĨāļđāļāļāđāļēāļāļĩāđāļāļģāļĄāļēāļāļķāđāļāļāļĨāļāļģāđāļĢ āđāļāļĒāļāđāļēāļāļāđāļāļāļāļēāļāļāļĩāđāļŠāļģāļāļąāļāļāđāļēāļāđ āļāļēāļĢāļ§āļąāļāđāļĨāļ°āļāļĢāļ§āļāļŠāļāļ CEM
CUSTOMER EXPERIENCE MODEL: IMPRINTING CORE BRANDSTRATEGIES THROUGH CEM CEM and how it delivers superior business benefits Strategizing and differentiating your brand through CEM Translating strategies into bottom line experience delivery across
major channels Key cycles of CEM measurement and monitoring
Janjaree Thanma, Managing Director, She (Thailand) Co., Ltd.
10:00 Morning Refreshments & Networking
10:15-11:15
āļāļĢāļāļĩāļĻāļķāļāļĐāļē: āļāļĨāļĒāļļāļāļāđāļāļēāļĢāļāļąāļāļāļēāļĢ Customer Experience āđāļāļ·āđāļāļŠāļĢāđāļēāļ āļāļ§āļēāļĄāļāļĢāļ°āļāļąāļāđāļāđāļĨāļ°āļāļ§āļēāļĄāļāļāļĢāļąāļāļ āļąāļāļāļĩāļāļāļāļāļđāđāļāļĢāļīāđāļ āļāļāđāļāđāļāļĢāļāļāđāļāļĒāđāļēāļāļĒāļąāđāļāļĒāļ·āļ āļāļēāļĢāđāļāđāļēāđāļāļāļķāļāļāļģāļāļēāļāļāļāļ Emotional Branding āļāđāļāļāļēāļĢāļāļąāļāļŠāļīāļāđāļāđāļĨāļ°āļāļ§āļēāļĄāļāļāļāļāļāļāļĨāļđāļāļāđāļē āļāļĨāļĒāļļāļāļāđāđāļāļāļēāļĢāļāđāļāļāļāļąāļāļāļēāļĢāļŠāļđāļāđāļŠāļĩāļĒāļĨāļđāļāļāđāļē
CREATING EFFECTIVE CUSTOMER EXPERIENCESTRATEGY AND ENSURING SUPERIOR DELIVERY OF FLAWLESS BRANDING IMPRESSION
Understanding the power of emotional branding towards customersâ preferences and decisions
Developing an effective framework for customer experience management that can drive sustainable loyalty
Delivering values beyond customersâ expectations through well-designed benefit offerings and engagements
Linking proper customer experience plan with a deep-seated desire to delight customers via both physical and personaltouch points
Creating systematic tools to prevent customer loss
Wichitra Khemalaap, Managing DirectorImmediate Resources Ltd 11:15-12:00
āļāļĢāļāļĩāļĻāļķāļāļĐāļē: āļāļēāļĢāđāļāđ Social Media āđāļĨāļ° Mobile Engagement āđāļāļ·āđāļāļŠāļĢāđāļēāļāļāļĢāļ°āļŠāļāļāļēāļĢāļāđāļāļĩāđāļāļĩāđāļĨāļ°āļŠāļĢāđāļēāļāļāļ§āļēāļĄāļāļđāļāļāļąāļāļāļĩāđāļĨāļķāļāļāļķāđāļāļāļąāļāļĨāļđāļāļāđāļēāļāļĨāļļāđāļĄ āđāļāđāļēāļŦāļĄāļēāļĒāļāđāļāđāļāļĢāļāļāđ āļāļĨāļĒāļļāļāļāđāđāļĨāļ°āđāļāļĢāļ·āđāļāļāļĄāļ·āļāļāļēāļĢāđāļāđ Social Media āđāļĨāļ° āļāļĨāļĒāļļāļāļāđāļāļēāļĢāļŠāļĢāđāļēāļāļāļĢāļ°āļŠāļāļāļēāļĢāļāđāļĨāļđāļāļāđāļē āļāļąāļāļāļēāļāļēāļĢāđāļŦāļĄāđāđāļŦāļĨāļąāļāļāļēāļ Social Media āļĢāļ§āļĄāļāļķāļāļāļąāļ§āļāļĒāđāļēāļāļāļĩāđāļāļĢāļ°āļŠāļāļāļĨāļŠāļģāđāļĢāđāļ āđāļĨāļ°āļāļēāļĢāļ§āļąāļāļāļĨāļāļēāļāļāļēāļĢāđāļāđ Social Media
EXPANDING EXPERIENCE TO REACH TARGET AUDI-ENCE THROUGH HIGH IMPACT SOCIAL MEDIA & MOBILE ENGAGEMENT
Social nurturing: targeted social customer acquisition Utilizing social media & mobile engagement to connect and build
positive experience with customers Using social sharing to drive traffic from social networks How to manage social media & mobile experience: strategies &
tools Whatâs next after social media? Examples of delivering successful customer experience through
social media & mobile communications Social media ROI Sujinda Pengpis, Digital Marketing ManagerSansiri Public Co Ltd
12:00 Lunch
1:15-2:15
Facebook Page āđāļāļĢāļ·āđāļāļāļĄāļ·āļāļāđāļ§āļĒāļŠāļĢāđāļēāļ Customer Engagement āļāļ°āļāļģāđāļŦāđāđāļāļīāļāļāļ§āļēāļĄāļāļ āļĢāļąāļāļ āļąāļāļāļĩāļāļąāļāđāļāļĢāļāļāđāļāļĒāđāļēāļāļāđāļāđāļāļ·āđāļāļ āđāļĨāļ°āļĒāļąāļāđāļāđāļāļāļĢāļ°āļāļāļāđāļŠāļĩāļĒāļ āđāļāļāļēāļĢāļāļāļāļāđāļāđāļāļĢāļāļāđāđāļāļĒāļąāļāļāļāļāļ·āđāļāđ āđāļāļĢāļ·āđāļāļāļĄāļ·āļāļŠāļģāļāļąāļāđ āļāļēāļāļāļēāļĢāļāļĨāļēāļāļāļ
USTOMER LOYALTY & ENGAGEMENTCSUMMIT 2011
CASE STUDY
CASE STUDY
Interactive Mini Workshop
Separately Bookable One-Day Conference
Facebook āļāļēāļĢāđāļāđ Facebook āđāļāļ·āđāļāļŠāļĢāđāļēāļāļāļĢāļ°āļŠāļāļāļēāļĢāļāđāđāļŦāđāļāļąāļāļĨāļđāļāļāđāļēāļāļĩāđāļāļĢāļ°āļŠāļ āļāļĨāļŠāļģāđāļĢāđāļ āđāļĨāļ°āđāļāđāļēāļāļķāļāļāļĨāļļāđāļĄāļĨāļđāļāļāđāļēāđāļāđāļēāļŦāļĄāļēāļĒāļāļĒāđāļēāļāđāļāđāļāļĨ āļāļąāļ§āļāļĒāđāļēāļāļāļĢāļāļĩāļĻāļķāļāļĐāļēāļāļāļ āđāļāļĢāļāļāđāļāļĩāđāļāļĢāļ°āļŠāļāļāļĨāļŠāļģāđāļĢāđāļāđāļāļāļēāļĢāđāļāđ Facebook āđāļāđāļāđāļāļĢāļ·āđāļāļāļĄāļ·āļāļāļēāļāļāļēāļĢāļāļĨāļēāļ
*INTEGRATING FACEBOOK WITH CUSTOMER EXPERIENCE STRATEGY Marketing tools available on Facebook Harnessing the power of Facebook to reach and captivate your
online audiences Successful Facebook tactics and strategies to maximize customer
experience and deliver exceptional service Case studies on brands that have used Facebook as a marketing
tool successfully* This presentation will be in English.
George Foo, Chief Operating Officer, ihub Media Pte Ltd
2:15-4:15
āļāļēāļĢāļāļĢāļ°āļāļļāļĄāđāļāļīāļāļāļāļīāļāļąāļāļīāļāļēāļĢ: āļāļēāļĢāļāļĢāļīāļŦāļēāļĢāļāļĢāļ°āļŠāļāļāļēāļĢāļāđāļāļąāļāļĨāļđāļāļāđāļēāđāļāđāļāđāļĨāļ° Touch Points āļāļĩāđāļāļĢāļ°āļŠāļāļāļĨāļŠāļģāđāļĢāđāļ āđāļāļāđāļāļĨāļđāļāļāđāļēāļāļĩāđāļĄāļēāđāļāđāļāļĢāļīāļāļēāļĢāđāļĨāļ° āđāļāļīāļ Moment of Truth (MOT) āļāļąāļāļāļąāļĒāļāļĩāđāļĄāļĩāļāļĨāļāđāļāļāļēāļĢāļŠāļĢāđāļēāļāļāļĢāļ°āļŠāļāļāļēāļĢāļāđāđāļĨāļ°āļāļ§āļēāļĄāļāļđāļāļāļąāļāļāļāļāļĨāļđāļāļāđāļē āļāļēāļĢāļŠāļĢāđāļēāļāđāļāļĢāļāđāļāļēāļāļ āļēāļĒāđāļāļŠāļđāđāļ āļēāļĒāļāļāļāļāļāļāđāļāļĢ āļāļēāļĢāļāļāļāđāļāļāđāļāļĢāļ·āđāļāļāļĄāļ·āļ Health Check āđāļāļ·āđāļāđāļāļīāđāļĄāļāļĢāļ°āļŠāļīāļāļāļīāļ āļēāļāļāļēāļĢāļāļĢāļąāļ āļāļĢāļļāļāļāļļāļāļ āļēāļāļāļĢāļīāļāļēāļĢ
MANAGING CUSTOMER EXPERIENCE AT THE INTERACTIVE TOUCH POINTS
Your Moment of Truth (MOT) : Transforming the customer rela-tionship to delights customer
Know your touch points: The interactive touch points where customer experience and associates with your brand
Identify your key service quality attribute: The factors that drive customer experience and engagement
Structuring and building internal branding from inside out: Design a service guideline throughout the interactive touch points
Moment of truth analysis: Design your health check tools to opti-mizing service improvement quality
Mini workshop
Kittima ThongketVice President - Customer Experience ManagementStrategic Marketing DivisionBank of Ayudhya Public Co Ltd
Tharinee Suratpipit, Quality LeaderAyudhya Capital Services Co Ltd
4:15 Afternoon Refreshments & Networking
4:30-5:45
āđāļāļīāļāļāļ āļīāļāļĢāļēāļĒāđāļāļāļĢāļ°āđāļāđāļ āļāļĨāļĒāļļāļāļāđāđāļāļāļēāļĢāļŠāļĢāđāļēāļāđāļāļĢāđāļāļĢāļĄ âWOW & Beyondâ Customer Experience āđāļāļ·āđāļāđāļāļīāđāļĄāļāļ§āļēāļĄāļ āļąāļāļāļĩāđāļĨāļ°āļāļ§āļēāļĄāļāļđāļāļāļąāļāļāļāļāļĨāļđāļāļāđāļē Touch Point āļŠāļēāļĄāļēāļĢāļāļāļģāđāļŦāđāđāļāļīāļāļāļ§āļēāļĄāļāļķāļāļāļāđāļ āļāļ§āļēāļĄāļāļāļĢāļąāļāļ āļąāļāļāļĩ āđāļĨāļ°āļāļēāļĢ āļŠāļāļąāļāļŠāļāļļāļāļāļāļāļĨāļđāļāļāđāļēāļāđāļāđāļāļĢāļāļāđāđāļāđāļāļĒāđāļēāļāđāļĢ āļāļēāļĢāļŠāļĢāđāļēāļāđāļāļĢāļāļāđāļāļēāļāļāļĢāļ°āļŠāļ āļāļēāļĢāļāđāļĨāļđāļāļāđāļē āļāļēāļĢāđāļāļ·āđāļāļĄāđāļĒāļāđāļāļĢāļāļāđāļāļąāļāļāļĢāļ°āļŠāļāļāļēāļĢāļāđāļĨāļđāļāļāđāļēāđāļĨāļ° Social Media
STRATEGIES FOR CREATING A âWOW & BEYONDâ CUSTOMER EXPERIENCE PROGRAM AND HOW TO DRIVE LOYALTY AND ENGAGE-MENT AS A RESULT
Beyond âcustomer experienceâ to a âWOWâ experienceâ Assessing customer perception: Wants, needs and expectations How touchpoints drive satisfaction, loyalty and advocacy Driving brand through customer experience Design âWOW & BEYONDâ experience strategy to drive engage-
ment Brand tracking and CEM measurement How (and where) social media, brand and customer experience fit
PANELISTS Pravina Vinaraphong Krisdhasima Consumer Touch Points Group ManagerNestle (Thai) Ltd
Wichitra Khemalaap, Managing DirectorImmediate Resources Ltd
Apisilp Trunganont, Product Manager, Pantip.com
5:30 End of Conference
Gain maximum savings & benefits for attending all 3-day program!
WHO SHOULD ATTENDGMs/Directors/VPs/Senior Managers/Managers/
Senior Executives responsible for:
Customer Engagement Customer Experience CRM Customer Loyalty Customer Service
Customer Relations Customer Care Contact Centers Operations/Management
Customer Complaints Customer Management Key Account Management
Marketing/Product Management Sales Promotions Marketing Research
Including...
Solution providers that offer customer servicing tools Vendors of software for customer management
Marketing Research Advertising/Media Consultancy Marketing Consultancy
KEY BENEFITS OF ATTENDING:
Book early and SAVE!
GAIN INSIGHTS INTO the latest customer loyalty & engagement trends and innovations in 2011 and beyond
ANALYZE customer insights, behaviors and in-depth understanding of the changing customer needs and expectations
INCREASE brand and customer value by turning your customers into real advocates
LEVERAGE customer engagement tools to maximize loyalty and engagement campaigns
EXPLORE how touch points drive loyalty and advocacy
DISCOVER approaches to effectively measure customer loyalty and engagement program
INTEGRATE new media/social media to engage todayâs high demanding customers
CREATE customer experience at interactive touch points to deliver customer service excellence
ACQUIRE customer data and create âWOWâ customer experience to drive loyalty and engagement
DEVELOP new and strengthen existing business contacts in the industry
USTOMER LOYALTY & ENGAGEMENTCSUMMIT 2011
Dear Executive,The marketing landscape has significantly changed over the last few years, particularly with the emergence of social media and brands such as Facebook and Twitter. While the marketing principles remain intact, the rules of how they are being implemented have changed. Today, prices, products and services are no longer enough to retain existing customers and win new ones. To differentiate their products or services, it is imperative that successful companies must provide their customers with unique experiences. Giving customers an exceptional experience is a new route to success. Today, customers long to be engaged. They desire to be raving fans, to be related to providers of services and products they purchase. Customersâ emotions play an important role in determining business success. Noteworthy is the case of Apple Inc., maker of the iPhone, iPad and iMac, which overtook search-engine giant Google Inc. to become the worldâs most valuable brand. Successfully engaging customers during the purchasing experience will bring about more profits, higher ROI and a larger market share. Instead of talking to customers, marketers must now begin to engage in a meaningful dialogue with their customers in order to win their loyalty. To assist you and your key team members in finding YOUR way around in the uncharted territory of the customer experience econo-my, Asia Business Connect is pleased to organizing the âCustomer Loyalty & Engagement Summit 2011â. You and your key team members will be equipped with essential tools to engage and retain customers. Youâll learn how to excel at delivering customer engage-ment through extraordinary and authentic experiences. The conference also features several case studies and a roundta-ble discussion with key executives from leading organizations on âRethinking Loyalty & Moving Towards Customer Engage-ment: Trends & Innovations in 2011 and Beyondâ. Importantly, it will be followed by a one-day post-conference event on âCustomer Experience Managementâ on 26 August 2011. The main purpose is for you and your key team members to gain an optional hands-on experience of applying new, successful strate-gies and integrated social media for going beyond the customer loyalty to engage and motivate customers. Participating in this event will give your company a strong competitive advantage and drive growth. ACT NOW to register and secure seats for yourself and your key team members at this must-attend conference.
SPREAD OUT OVER 3 DAYS, it is packed to the brim with essential knowledge that can be readily applied to your work & business. Looking forward to welcoming you all in person at Grand Millennium Sukhumvit Hotel where the conference will be held from 24-26 August 2011. Your partner in success,Asia Business Connect Co., Ltd.
This Customer Loyalty & Engagement Summit 2011 will bring key speakers from various industries to share their practical insights and strategies.
DONâT MISS! this unique opportunity to:
USTOMER LOYALTY & ENGAGEMENTSUMMIT 2011
ENQUIRIES: Please call our Hotline: +66 (0) 83 224 8314 if you need more information about the conference.Yes! Please register the following delegate (s):
HOTLINE: +66 (0) 83 224 8314 TELEPHONE: +66 (0) 2714 1616 (Automatic Line)
FAX: +66 (0) 2714 1819
EMAIL: [email protected]
WEB: http://www.asiabusiness-connect.com
4 EASY WAYS TO REGISTER
FOR OFFICIAL USE CODE 1006_marketingoops
** Withholding Tax Deduction is applied for corporate only, not individuals. OUR TAX ID NO: 3 0342 6246 8
REGISTRATION FEE (Please check as appropriate)
Fee per Delegate(Fee includes lunch, refreshments, and full conference documentation)
A. Conference (24-25 August 2011) B. Conference (24-26 August 2011)
Early Bird Normal Early Bird Normal Normal
Registration Fee 22,500 24,500 32,500 34,500 12,5003% Withholding Tax** 675 735 975 1,035 375+7% VAT 1,575 1,715 2,275 2,415 875TOTAL PAID (Baht) 23,400 25,480 33,800 35,880 13,000
METHOD OF PAYMENT
Cheque/Bank Draft: Please cross cheque or bank draft made payable to: Asia Business Connect Co., Ltd.
PAY IN âAsia Business Connect Co., Ltd.âAccount No: 042-2-73984-5 Siam Commercial Bank, Thong-lor Branch[Kindly fax pay-in slip & copy of withholding tax document to (66 02) 714 1819]
ASIA BUSINESS CONNECT CO., LTD 1033 Sukhumvit Road, Klongton-Nua, Wattana, Bangkok 10110
Payment prior to the conference is required to complete your registration. An admission form will be sent to you prior to the conference. Walk-in delegates with payment will be admitted subject to space availability.
FOR NORMAL REGISTRATION: In order to avoid any inconvenient circumstances to delegates at the conference, payment should reach us 7 days prior to the conference date.
(The organizer reserves the right to amend programs without notice.)Copyright @ August 2011
CONFERENCE VENUE: Grand Millennium Sukhumvit Hotel, Bangkok 30 Sukhumvit 21 (Asoke) Road, Bangkok 10110 T. (66 02) 204 4000 F. (66 02) 204 4199 Website: www.grandmillenniumskv.com ABOUT THE ORGANIZERAsia Business Connect, Thailandâs leading conference and training organizer, is managed by a team of dedicated and talented professionals with more than 15 years experience and expertise in conference management and organization as well as training activities for major businesses and their key executives in Thailand and other countries in Asia, which include Singapore, Malaysia and Vietnam. Visit our website at http://www.asiabusiness-connect.com
CANCELLATION AND TRANSFERSIf you are unable to attend, a substitute delegate is welcomed at no extra charge. Kindly provide name and title of the substitute delegate at least 2 working days prior to the conference. A refund less Baht 3,500 administration charge will be made for cancellation received in writing on or before 2 August 2011. Regret-tably, no refund can be made for cancellation received after this date. A complete set of documentation will however be sent to you.
(Asia Business Connect. reserved the right to the final decision if any dispute arises.)
âĒ Early Bird payment is made payable in Thai Baht by 22 July 2011âĒ Normal payment is made payable in Thai Baht after 22 July 2011
Company: Nature of Business:
Address: Postcode: Country:
Tel: Fax: Company E-Mail Address:
Approving Manager: [Mr/Mrs/Ms] Name:
Position: Business Email:
Booking Contact: [Mr/Mrs/Ms] Name:
Tel: Fax: Business Email:
(Please photocopy for more delegates. Kindly fill in the registration form in English)
1) Name: Position: Department: Business E-Mail: Direct Line: Mobile Tel.: 2) Name: Position: Department: Business E-Mail: Direct Line: Mobile Tel.: 3) Name: Position: Department: Business E-Mail: Direct Line: Mobile Tel.:
EnjoyEarly Bird Fee
Register and pay by 22 July 2011
10% discount for a groupof minimum 3 registrations.
Group Discount is applicable
for Option A only
Main Summit Date: 24-25 August 2011Day 3 Summit (Customer Experience Management):
26 August 2011
C
SAVEC. Day 3 - Customer Experience Management (26 August 2011)
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