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What are leading companies doing to meet the challenge of relating to their customers in a human way? And why should they even try? We know that a wealth of analysis shows that the cost of keeping an existing customer is far less than the cost of getting a new one. So making sure the relationship works well and lasts is not only what is best for your customers, but it's also a vital strategy for staying competitive in your marketplace.

In today’s interconnected world, companies that once maintained relationships with customers simply through loyalty programs and tiered customer service, are having to take a more sophisticated and individualized approach. Join us as we look at what some of the leaders in the field are doing to forge longer-lasting relationships with their customers.We'll ask them to consider:

  • How does social media now play a part in the customer relationship? 
  • How can a respect for the value of existing customers become ingrained in the company culture?
  • Which internal elements are essential to creating that culture? What are the main challenges?
  • How can employees become more invested in the goal of keeping customers?

About the Panel:


ImageJackie Huba, is the author of the upcoming book, Monster Loyalty: How Lady Gaga Turns Followers into Fanatics. She is also the coauthor of two previous books on customer loyalty: Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force and Citizen Marketers: When People are the Message. Jackie coauthors the award-winning Church of the Customer blog, with more than 105,000 daily readers. A sought-after keynote speaker, her work has frequently been featured in the media, such as the Wall Street Journal, the New York Times, BusinessWeek, and Advertising Age. She is an 11-year veteran of IBM, a Pittsburgh Steelers fanatic and resides in Austin, Texas.
 
Image Timothy Keiningham , is global chief strategy officer at Ipsos Loyalty, the largest customer satisfaction and loyalty measurement firm in the world. Tim is the co-creator of the Wallet Allocation Rule, a powerful tool designed to link customer satisfaction (and other common survey-based loyalty metrics) to the share of spending that customers give to the brands they use.  Tim’s research on the importance of loyalty has received over a dozen prestigious scientific awards, and he has been recognized by the INFORMS Society for Marketing Science as having co-authored one of the top 20 most influential articles in marketing of the past 25 years. A prolific writer, Tim has authored or edited eight books in total. His most recent book, Why Loyalty Matters, offers a comprehensive guide to understanding what loyalty is, what it isn’t, and how to unlock its power. An internationally renowned speaker, consultant, and author, Tim lives in the New York metropolitan area.
Image Maggie Lang is the Sr. Director of Loyalty and Relationship Marketing for Kimpton Hotels & Restaurants. A seasoned Fortune 500 Marketer, Maggie has enjoyed a number of leadership roles with established industry leaders. At Kimpton, she oversees the brand’s Loyalty program; Kimpton InTouch, as well as its CRM & CLM strategies. Maggie’s key priority is promoting Customer centricity across all Kimpton business strategies. In her current role, Maggie is responsible for delivering upon the brand’s mission; to be America’s best-loved boutique hotel, to a rapidly growing membership. Prior to working at Kimpton, Maggie worked for United Airlines as a Senior Manager of Brand & Customer Communication.
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Emily Yellin, Moderator

Emily Yellin is a journalist, author and consultant. Her most recent book, Your Call Is (Not That) Important to Us -- Customer Service and What It Reveals About Our World and Our Lives, was published by Simon & Schuster. Currently, Emily is a consultant with Peppercomm, a strategic communications firm in New York. She also regularly speaks at conferences and in the news media about customer service, marketing, social media and journalism, and is on the advisory board for TheSocialCustomer.com. Emily was a longtime contributor to The New York Times, and has written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine, and other publications. She has lived in New York City, Chicago, Los Angeles, and London, but is currently based in Memphis. Website: www.emilyyellin.com Twitter: @eyellin