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Customer Loyalty & Engagement Members Only Conference hosted by Hilton Worldwide

This event is over.

A Xerox-sponsored research project found that delighted customers are six times more likely to continue purchasing products and services than customers who were merely satisfied. Consumers who are loyal tend to purchase more products, refer friends, and are more likely to offer feedback and suggestions. They also provide marketers with higher conversion rates, require less advertising to persuade and help companies grow at a faster rate.  

This conference will highlight how customer loyalty and engagement is all about attracting the right customer. With social media sites like Facebook and Twitter, companies from every industry are gaining from a new found connection with customers. Businesses are able to update their loyal customers with special discounts and offers on these social media platforms. Hear how top marketers such as Hilton Worldwide, Target Corporation, Southwest Airlines, The Coca-Cola Company, and Discover Financial Services have launched successful customer loyalty programs while also engaging with them on social media platforms.

When
Begins:Thursday, September 22, 2011 at 8:15am
Ends:Thursday, September 22, 2011 at 3:00pm
Where

Capital Hilton
Federal Ballroom
1001 16th St NW
Washington, DC

Agenda
8:15am Breakfast
9:00am

General Session

HILTON HONORS LOYAL TRAVELERS WITH A GLOBAL REWARDS PROGRAM
Hilton wanted to change the way their members viewed their loyalty program. The recently rebranded loyalty program, Hilton HHonors, is shifting the conversation from earning points to creating memories. Hilton wants the program to create a more emotional and experiential side of travelling. Find out how rebranding the loyalty program and honoring customers for both air-travel and hotel has led to increased customer engagement and loyalty among travelers. 

Jill Mohel
Director of Marketing
Hilton Worldwide
______________________________________

TARGET DELIVERS CUSTOMER ENGAGEMENT BEYOND JUST CLICKS
Mobile is hot, it's everywhere, and the industry is abuzz with all its possibilities. In many campaigns today, mobile shows up on the plan but its focus has mostly centered on placement vs. engagement. According to ComScore, 234 million Americans older than the age of 13 are using mobile devices today. What advertiser wouldn't want to tap into the engagement potential of this highly targeted audience? Find out how Target's recent success with a new approach to mobile advertising is delivering breakthrough customer engagement beyond "just clicks."

Barbara Hagen
Marketing Director
Target Corporation

Rob Friedlander
Co-Founder and Vice President, Business Development
Phluant, Inc.
______________________________________

SOUTHWEST AIRLINES USES PROACTIVE CUSTOMER SERVICE TO ENGAGE WITH CONSUMERS
To help build customer loyalty, Southwest Airlines continually improves their overall customer service experience. To do this, Southwest Airlines has tapped into Twitter, Facebook, and created a corporate blog-allowing the company to have a direct conversation with their customers in real-time. Find out how social media channels combined with proactive customer service initiatives have helped Southwest Airlines to engage with customers and build loyalty.

Alice Wilson
Associate Manager, Social Marketing
Southwest Airlines

Dana Williams
Director of Marketing, Communications, and Brand Integration
Southwest Airlines
______________________________________

12:30pm Luncheon
1:30pm

General Session cont.

COCA-COLA REINVENTS ITS REWARD PROGRAM THROUGH SOCIAL AND MOBILE CONNECTIONS
MyCokeRewards is one of the largest online loyalty programs in the consumer packaged goods industry with over 17 million members and 4 million unique visitors every month. To participate in the program, members enter codes from 15 Coca-Cola brands to earn points. Points can then be spent on partner rewards, members-only sweepstakes, instant wins, charitable donations, schools, and more. However, like any evergreen loyalty program, keeping members active and continually engaged can be a challenge. Social and mobile channels have become increasingly important, and MyCokeRewards has customized its program to cater to members. Find out how MyCokeRewards reinvented itself to increase member engagement and keep its base active, making the past year its most successful yet. 

Julie Bowerman
Group Director, Digital Platforms
Coca-Cola North America

Geoff Miller
Vice President, Interactive Strategy Director
The Marketing Store
_______________________________________

DISCOVER LISTENS TO CARD-MEMBERS TO FIND THE KEY TO CUSTOMER LOYALTY
For the fifteenth consecutive year independent research firm, Brand Keys, Inc., found that Discover is the leader in customer brand loyalty for the credit card sector. Brand loyalty is important to Discover, the company has a core focus on continually delivering new ways for customers to be rewarded, giving them added value on their purchases and making it easier to redeem rewards. Find out how Discover listens to their card-members and delivers a great customer experience via multiple touch points including social media, relevant offers, customer benefits, and loyalty programs.

Larisa Drake
Vice President, Marketing
Discover Financial Services

Jennifer Murillo
Vice President, Brand Communications

Discover Financial Services
_______________________________________

 3:00pm Adjournment

 

 

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