Improving Your Return on Customer: Creating Maximum Value from Your Scarcest Resource
Because of computers and interactive technologies, today's consumer is instantly in touch with thousands of others, allowing business reputations to travel at light speed around the Internet. It's critical to understand how your customers create value for your business because only customers create value, and customers are a finite resource.
In this keynote presentation, business guru Don Peppers will take you on a whirlwind tour of some of the latest thinking in business competition so you can:
- Encourage your customers to buy more things, on more occasions;
- Raise the level of customer satisfaction with your service, and boost customer loyalty to your store brand;
- Improve store employee productivity; and
- Get customers to recommend your store to others.
Turn Your Brand Message Into a Brand Mission
Customers only need 20 seconds on the phone or two clicks on your website to tell whether your brand is living up to its promise. The best, most persuasive brand messaging in the world is no match for the customer's impression after interacting with a store clerk, a service technician, or a sales rep touting the benefits of the latest product. What do you need to do to be sure all your employees walk, talk, think, live, dream and breathe your brand?
In this session Don Peppers will show you:
- Why technology has undermined the corporate hierarchy, making it impossible to rely solely on rules and procedures to manage your brand;
- How to break down hardened silos by engaging and enabling your employees to become a "self-organizing" force for your brand; and
- How to ensure your brand is not just the message your company puts out, but the corporate mission that permeates everything it does.
Play Offense Not Defense: Overcoming Short-Termism and Taking the Initiative After the Slump
The accelerating velocity of technological change continues to threaten every current business model. Increasing the inordinate emphasis most businesses already place on short-term, immediate financial results, often to the detriment of long-term company value. For small and mid-sized manufacturers, short-termism rules many customer relationships. The same goes for powerful original equipment manufacturers (OEMs), placing even more pressure on margins in the wake of the recent financial downturn. Innovating new products and processes is not at all easy for most manufacturers. There is an inherent conflict between the processes required to sustain efficient, low-cost production, and those required to create, experiment with, and test innovations. This conflict is only exacerbated by the relentless pressure companies feel from powerful customers to reduce costs. In this presentation Don Peppers will cover topics including:
- How to strengthen and deepen customer relationships, earning trust and engaging customers in collaborative and innovative partnerships;
- Strategies for dealing with "tough customers," those large and must-have clients who use their weight and influence to make difficult demands;
- How to leverage new technologies, in order to create a more innovative organizational culture; and
- Executing better, by engaging and enabling employees to turn them into a "self-organizing" force for creating genuine value.
How to Build Trustability from the Ground Up: Global Insights from the C-Suite
Recognized for two decades as top business thinker on customer issues, Don Peppers will bring to this session the research and thinking based on his new book Extreme Trust: Honesty as a Competitive Advantage. Catapulted into social networking and interconnectivity, your customers are fast ensuring that the world they live in is a transparent one, at least where you're concerned. Suddenly, your company doesn't get to control what's said about yourself; what others say about you matters far more than your branding and advertising efforts. Now it's about customer experience, customer relationships, and the trust that makes those relationships measurably valuable to company and customer.
In this presentation, Don Peppers will provide insight into how global executives think of social and business channels, implications for on-the-ground marketers and social media managers, and how you can start building trustability within your organization from the ground up.
Five Strategies to Get, Keep, and Grow Customers for Your Business
The common denominator that characterizes every consistently successful business is a strategic approach to its single most important business asset: customers and customer relationships. Don Peppers of the "one-to-one marketing" concept and widely credited with having kick-started the global CRM revolution, will engage, captivate and educate your audience. In this talk Don will use a mix of case studies, humor, and thought-provoking ideas to outline five customer-oriented strategies any business owner can use today to improve customer statistics, sales and profitability:
- Insight – developing an understanding of the "new" customer;
- Feedback – getting customers to talk, and listening to what they say;
- Innovation – instigating and adapting to customer-oriented change;
- Trustability – earning and keeping the trust of customers; and
- Culture – engaging your employees and enabling them to focus on customers
Empower Your Customers To Be Champions for Your Brand
From posted reviews to online user groups to social networks, customers themselves now often set the tone for how a brand is perceived in the marketplace. Customers "co-create" their own products and specify their own service levels on self-help websites. They band together to submit collective bids to sellers. They act rationally most of the time, but because of the way networks form, they are inherently unpredictable.
In this keynote presentation, Don Peppers will mix humor, inspiration and analysis to paint an irresistibly compelling picture of competition in the 21st Century, a time already marked by unprecedented customer empowerment. Don will address the following questions:
- Is it possible to harness a customer's "social network"?
- What does it mean to have an organization that customers, employees, and others trust, and how do you earn that trust?
- How can you focus your business not just on short-term financial goals, but long-term value creation?
- Why would honeybees ever need dancing shoes?
Innovation, Resilience, and Self-Organization: Succeeding in the 21st Century
No matter how great your product is today, tomorrow it will be a commodity, and tomorrow comes faster now than it ever has before. If you can't come up with new ideas, create new things and execute them well, you can be sure the accelerating pace of technological change will shorten your organization's expected life span even further.
Don Peppers will emphasize the following in his presentation:
- Breakthrough innovations usually come by accident, not by planning;
- Innovation requires tolerating and learning form "wise failures;"
- Your company's culture must encourage a "climate of innovation;"
- Creativity comes from the diverse ideas of employees, customers and partners;
- There must be a strong feeling of trust within the organization;
- E-social technologies can dramatically improve the climate of innovation; and
- Engaged and enabled employees can become a "self-organizing" force.