Wednesday, March 11, 2015
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8:15am
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Breakfast
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9:00am
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General Sessions
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QUICKEN LOANS CULTURE DRIVES CLIENT SATISFACTION
As a six-time J.D. Power award winner for customer satisfaction, Quicken Loans has set the standard for client service. Driven by a culture of empowerment and passion, Quicken Loans’ nearly 12,000 team members deliver daily on the promise of “Every Client, Every Time, No Exception, No Excuses.” Learn how, in addition to helping Quicken Loans grow from a small local mortgage company to the nation’s second-largest mortgage lender, this culture has played a major role in the exciting transformation taking place in the company’s hometown of Detroit.
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Art Steiber
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Director, Marketing Communications
Quicken Loans, Inc.
Heather Lovier
SVP, Client Experience
Quicken Loans, Inc.
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HOW CARHARTT DISCOVERED A NEW MARKET FOR THEIR BRAND
Carhartt continues to serve and inspire its core blue collar demographic, while expanding into new demographics by remaining true to the values of hard work and inspiring everyone who believes in these values with an authentic message. Hear from Tony Ambroza, Carhartt's Sr. Vice President Marketing and Ecommerce, as he shares how Carhartt has been able to reach new markets and consumers by celebrating their core consumers’ ability to take on the most rugged corners of America outfitted in Carhartt gear.
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Tony Ambroza
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Vice President, Marketing and Ecommerce
Carhartt Inc.
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10:50am
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Coffee Break
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11:10am
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General Session cont.
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CROSS-BRAND LOYALTY: HOW KELLOGG REWARDS
Two and one-half-years ago Kellogg chose to implement a cross-brand loyalty program, instead of a specific program for each brand, taking into account the significant number of brands they manage. Hear from the Kellogg Company on how they built a successful loyalty program from scratch and how that program has driven profitability and enabled Kellogg’s overall marketing and communications objectives.
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Mark Staples
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Associate Director - Kellogg's Family Rewards Loyalty
Kellogg Company
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DETROIT: AMERICA’S GREAT COMEBACK CITY
Bill Bohde, Senior Vice President of Sales and Marketing at the Detroit Metro Convention & Visitors Bureau, will give an overview of how they market the Detroit metro region, the major projects that are positively impacting the region and why Detroit is known as “America’s Great Comeback City.”
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Bill Bohde
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Senior Vice President of Sales and Marketing
Detroit Metro Convention & Visitors Bureau
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1:00pm
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Lunch
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2:00pm
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General Session cont.
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SPARTANNASH DELIVERS PERSONALIZED SAVINGS
As a Fortune 500 grocery retailer and wholesaler, SpartanNash's focus on the customer is a core part of who they are. Through their “yes Rewards” loyalty program, SpartanNash delivers four key value propositions to their customers: in-store savings; fuel rewards; pharmacy rewards; and digital coupons. Daniel Eizans, Director of Digital Experience at SpartanNash, will explain how SpartanNash is using this program and user reported data to deliver value, reward customers and focus on relevant and personalized communications to drive long-term satisfaction and engagement.
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Dan Eizans
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Director of Digital Experience
SpartanNash
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The Detroit Lions – All about Engagement
No product sells itself. Not even in the NFL. The old adage “If you build it they will come” no longer applies in today’s uber-noisy world where too many things are screaming for too much of our attention and hard-earned dollars. It’s not enough to merely create a brand. The work has only just begun because the brand has to be maintained and enhanced. How does customer satisfaction and loyalty play a role in an industry where delivering on the customers expectation of consistency will always create a challenge? Elizabeth Parkinson, Senior VP of Marketing and Partnerships – Detroit Lions, tells the story of the extent to which the Detroit Lions go in order to meet these challenges and why their ultimate success relies on so much more than just what happens on the field.
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Elizabeth Parkinson
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Senior Vice President of Marketing and Partnerships
Detroit Lions
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3:30pm
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Conference Adjournment
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QUICKEN LOANS VIP TOUR
Please join us at the conclusion of the formal agenda for an exclusive tour of Quicken Loans’ offices in downtown Detroit. Quicken Loans’ move from the suburbs to downtown Detroit has been hailed as a spark for the revitalization of businesses in downtown Detroit.
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