Programme

9.30-9.40

Chairman’s Welcome And Opening Remarks:

Andy Parsley, Director, Green Lion

9.40-9.45

Welcome From The Headline Sponsor:

Antony Jones, CEO, The Logic Group

9.45-10.10

Retailer Keynote Presentation: Driving Market Share Through Recognising And Rewarding Your Loyal Customers

• Is there really such a thing as a loyal customer?
• Communicating with customers to understand your brand’s strengths and weaknesses
• Using data generated by the loyalty scheme to understand customer behaviour and highlight defection patterns
• Ensuring your loyalty scheme offers customers rewards that genuinely improve loyalty
• Helping loyal customers become your best advocates

Leonie Foster, Marketing Director, Insight, Tesco plc

10.10-10.30

Retailer Interview And Interactive Q&A Session: Delivering Bottom- Line Value From Your Customer Loyalty Programme

This interactive session looks at operating a best in class loyalty programme and examines how to maximise its success. In addition to asking the audience for questions, the interviewer will use some of the following questions:

• How can you utilize the data you have collected to get closer to your customer?
• Are there any new trends in customer engagement that contribute to customer loyalty?
• How can your loyalty programme help build belief in your brand?
• Which new programme initiatives are maximizing loyalty in 2012?
• How do we measure the success of our loyalty programmes?
• How can we gather data across all channels to get a single view of the customer?

Kevin Hydes, Marketing Director, Costa Retail

10.30-10.55

Gold Sponsor Presentation: Launching A Customer Loyalty Scheme: A Cost Benefit Analysis

• Initial planning: Examining the benefits of a customer loyalty scheme and asking how the scheme will help you achieve your goals
• Determining what percentage of turnover will be invested in the scheme and whether there may be hidden costs and issues
• Exploring other means of achieving your goals which may work better for your brand
• Putting an exit strategy in place to reduce liabilities if the scheme doesn’t work out

Jon Worley, Principal Consultant, Customer Loyalty Management, The Logic Group

11.25-11.50

Retailer Case Study:  How To Make A Loyalty Programme Work At IKEA

• What’s in it for the customer?
• What’s in it for IKEA?
• Operational challenges, global vs local responsibilities
• The way forward, clarity and commitment

Magnus Holst, Communications Manager IKEA FAMILY, IKEA

11.50-12.25

Panel Discussion And Interactive Q&A Session: From Buzz To Brand Loyalty: Exploring The Benefits of Integrating Social Media Into Your Customer Loyalty Strategy

This interactive session allows you to ask our panellists for their views on social media benefits and how they can be integrated into your customer loyalty strategy.

The moderator will ask the audience for questions to the panel as well as using some of the following questions:

• How can social media and new technologies be used to create the right buzz for your brand?
• Brand vs content: how can we find the right content to promote customer loyalty?
• How can we best harness data from the use of social media to increase sales?
• How can we use social media to keep customers coming back?
• Why is integrating your brand message across all channels so important?
• What is the best use of information gathered when using social media?
• What are some of the most innovative uses of social media to promote customer retention and loyalty?

Panellist confirmed:

• Ed Weld, Head of Digital, Lush
• Emma Hamblin, Content and Social Media Co-ordinator, Joules Ltd
• Tess Tucker, Head of Digital Marketing, Just-Eat
• Ifty Ahmed, Group Head of Customer Engagement, ICLP

1.25-1.50

Keynote Retailer Presentation: Maintaining Customer Loyalty In An Economic Downturn

• Ensuring superior customer service
• Focusing on retaining existing customers rather than building your customer base
• Innovating to stand out from the crowd
• Establishing a good (and appropriate) channel of communication with loyal customers
• The importance of strong leadership in tough times

Bernard Page, Head of CRM, Shop Direct Group

1.50-2.15

Retailer Presentation: Piloting a ‘Big Data’ Cloud Project To Evaluate The Benefits Of Agile Customer Engagement And Business Transformation

• Why an integrated customer and business strategy is required to benefit from “big data”
• Understanding how orange is creating “industrialised” customer & business value from its customer experience deployment
• Understanding the key aspects of the end to end customer experience
• How orange is transforming the way it listens to its customers to drive “agile” business change and customer engagement
• Why aligning multi channel front line performance management is key to delivering a differentiated customer experience

Peter Crayfourd, Group Head of Customer Experience Lifecycle, Orange-France Telecom

2.15-2.40

Sponsor Presentation:  Building Loyalty Through The 360 Degree View Of The Customer

• The benefits of seeing customer spend outside of your stores
• Using data for relevant and targeted offers
• The power of communications triggered by a transaction
• How the Olympics is a showcase for loyalty and rewards

Crispin Rogers, Senior Vice President, Loyalty and Merchant Analytics, Visa Europe

2.40-3.05

Retailer Joint Case Study: The Business Case For Aligning With A Charity To Promote Customer Retention

• Aligning customer and brand values by choosing the right charity for your brand
• Measuring objectives to determine whether making donations will mean something positive to the customer
• Using in-store customer surveys to measure customer perception and contribution to customer loyalty
• Adding donations to charity to e-commerce purchases

Fiona Strang, Marketing Director, The White Company and

Sophie Powell-White, Account Manager, Corporate Partnerships, Great Ormond Street Hospital Children’s Charity

3.35-4.00

Sponsor Presentation: Focusing On The Customer Experience to Earn Long Term Customer Loyalty

• Building long term loyalty through customer experience delivery excellence
• Engaging store level employees to build loyalty through customer interactions
• Ensuring store managers move beyond “analysis paralysis” and become coaches for their team members
• Delivering service excellence, long term loyalty and active advocacy by focusing on the critical “moments of truth” in the customer experience
• Examples from leading brands like Boots, Debenhams and Waitrose

Gary Topiol, Managing Director, EMEA, Empathica

4.00-4.35

Ask The Expert Panel Discussion And Interactive Q & A Session: Loyalty And CRM Strategy In 2014

This interactive panel discussion allows you to ask some of the UK’s leading retailers and solution providers for their views on where loyalty and CRM are headed in the next 2 years to allow you to develop forward thinking customer retention strategies and conclusions from today’s conference:

Before opening up to questions from the audience and via Twitter, the moderator will ask some of the following questions:

• Is there really such a thing as a loyal customer in an economic downturn?
• How can we stand out from the crowd in an economic downturn?
• What are the new trends in customer engagement that may contribute towards customer loyalty in the next two years?
• What are the best ways of gathering data across all channels to get a single view of the customer?
• Which new forms of reward work best to engage customers
• How can social media and new technologies be used to promote customer loyalty?
• Brand-only vs coalition loyalty schemes: which one is right for your brand and why?

Panellist confirmed:

• Leonie Foster, Marketing Director, Insight, Tesco plc
• Kevin Hydes, Marketing Director, Costa Retail
• Flavia Zallocco, CRM Manager, Topshop
• Jon Worley, Principal Consultant, Customer Loyalty Management, The Logic Group
• Martin Beasley, Principal Consultant, Retail, FICO

4.35-4.40

Chairman’s Summary And Closing Remarks