Customer Service @ Quicken Loans (Members Only Conference) | 1-Day Conferences | ANA

Customer Service @ Quicken Loans (Members Only Conference)

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Customer service plays an integral role in the marketing of your brand. Marketing brings a customer in, but customer service keeps the customer coming back. Another aspect of customer service is customer loyalty, which is the result of consistently positive emotional experiences. This event will feature case studies from major brands on how customer service has positively impacted their marketing and overall brand awareness, including the implementation of brand loyalty programs.

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Agenda

TIME EVENT DETAILS LOCATION
Wednesday, March 11, 2015
8:15am Breakfast

9:00am General Sessions

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.

Art Steiber
Director, Marketing Communications Quicken Loans, Inc.
Heather Lovier
SVP, Client Experience Quicken Loans, Inc.

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.

Tony Ambroza
Vice President, Marketing and Ecommerce Carhartt Inc.
10:50am Coffee Break

11:10am General Session cont.

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.

Mark Staples
Associate Director - Kellogg's Family Rewards Loyalty Kellogg Company

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.”

Bill Bohde
Senior Vice President of Sales and Marketing Detroit Metro Convention & Visitors Bureau
1:00pm Lunch

2:00pm General Session cont.

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.

Dan Eizans
Director of Digital Experience SpartanNash

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.

Elizabeth Parkinson
Senior Vice President of Marketing and Partnerships Detroit Lions
3:30pm Conference Adjournment

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.