Tuesday, June 29, 2010

Call for Guest Bloggers & Newly Added Speakers From Family Dollar, Sam’s Club, Wendy’s and more

Earn a complimentary All-Access pass to the #1 recognized shopper-focused event in the world by serving as a guest-blogger. As a guest blogger, you’ll have access to the amazing visionaries, authors, academics PLUS retailers, manufacturers, industry authorities and explorers. With four track sessions, cocktails and even an All-Star baseball party – you’ll learn and have a great time and this premier event.

Responsibilities will include attending specifically assigned sessions and blogging live or same day. You must have industry experience within CPG, retail or consulting in those fields. In exchange for guest blogging, you will receive an all-access pass to the event $3,000+ value. Guest bloggers are responsible for their travel and lodging.

Apply today by sending your name, company, biography and links to your blog directly to Conference Director, Amanda Powers (apowers@iirusa.com). Deadline for submissions is Friday, July 2 at 12pm EST. Early submissions encouraged.

Shopper Insights in Action
July 11 -14, 2010
Marriott Downtown Magnificent Mile

Learn more: http://bit.ly/SIA_Blog10
Brochure: http://bit.ly/SIA_Brochure10
Register: http://bit.ly/SIA_Reg10

Registration is still open for Shopper Insights in Action. The event is expected to sell-out, but we have a few spaces available. Don’t wait – register today with code SHOPLINK1 and receive 20% off the standard rate.

Two New Panels Added to the Program:

Kraft, Wendy’s and Turtle Wax Incorporate Customer Participation and Transform What it Means to Listen
*Daren Herbert, Director, Consumer Insights, Turtle Wax
*Jan Trent, Manager, Consumer Insights, Wendy’s
* Chris Hjorth, Scale Marketing, Kraft Foods
Moderated by Bill Alberti, Communispace

Common Ground for Shared Retailer & Manufacturer Growth
Cindy Casper, Sr. Director Insights & Research, Sam's Club
Katie Pollock, Divisional VP, Customer & New Growth, Family Dollar
Moderated by John Dranow, SmartRevenue

We hope to see you in Chicago!

Thursday, June 17, 2010

Health plans increase customer service

Marketwatch.com reports that more insurance carriers are ramping up their services as they prepare to compete for millions of new customers starting in 2014, due to the new health-reform law. That's the year health insurers will be banned from refusing coverage to people with preexisting conditions or charging them exorbitant rates, and the first time individuals will have to carry health insurance or face a financial penalty. Such changes are driving some health insurers to try to meet people where they are -- both physically with retail stores and enhanced phone-based customer service and virtually, by tracking negative comments online and intervening to help improve people's experiences with their health plans.

The report also discusses how insurance carriers are using store-fronts and always-open phone lines to encourage customers connect if they have issues with their plan.

What tactics can health insurance agencies take to ensure that their customers are clear about their plan?

Facing new pressure, health plans beef up customer service

Monday, June 7, 2010

If the shoe fits - Zappos takes #1 for customer service

Computerworld reports that the online shoe retailer Zappos.com has nabbed the top spot in online shopping sites by rating agency, StellaService LLC. The firm rated the 150 largest Internet retailers on 300 factors, such as online tools and their Web sites' user interfaces. The evaluations included usability tests, orders (and returns) of several products, and more than a dozen interactions with customer service representatives via phone, e-mail and live chat.

This isn't news for Zappos, who boasts numerous awards for customer service. So what's the secret ingredient?

Friday, June 4, 2010

Complimentary Webinar: Emotional Marketing- The New Rules of Engagement - June 30 at 2:00 - 3:00PM EST

Space is limited.
Reserve your Webinar seat now at:
Priority code: M2115W1BLOG

Words are the most powerful force on earth, as the greatest moments in history and advertising have been captured by words. Words can be electric if chosen correctly, so when you use them to advertise your products, services and brands make them come to life by igniting people’s hearts in order to light up their minds. Neurologists agree that what we hear is retained for 5 seconds and what we see is retained for 1 second.. why then do we continue to focus on visual stimulus when we should be engaging a greater part of your consumers brain? If you want to be unforgettable learn to engage all your consumers’ senses. Do your customers wait on the sidelines for the next promotion or is their loyalty dictated by how you make them feel?

Marketers today face unprecedented challenges with respect to gaining the consumer's attention due to the emergence and convergence of technology. Consumers today are constantly bombarded with messages from companies trying to gain share of their hearts through effective advertising. One of the biggest questions that our presenter Inez Blackburn has is why marketers insist on answering questions in their ads that none of their customers are asking. Consumers today are struggling with the current economy and as a result are constantly looking for escape. Too often marketing messages are focused on a product feature or attribute with little relevance to the consumer.

There is a sea of change brewing in the advertising industry triggered by an explosion in digital media. These changes have resulted in tremendous upheavals in traditional advertising and marketing.

Does your message or advertisements speak to their mind or heart? Will you win by logic or emotion?

“A man convinced against his will is unconvinced still,” Pastor Phil Johnson

What you will learn:
-Learn to leverage new consumer insights to create promotions beyond price

-Learn the 5 critical success factors for effective marketing in a sea of choice

-Gain a greater share of heart with emotional marketing designed to engage the senses

-Understand new consumer models and buying behavior and the impact of somatic markers

-Sustainability and Social responsibility is only he beginning , survival will depend on your ability to remain relevant for a greater share of heart

-We understand why consumers buy now we need to understand why consumers lie – learn what really drives consumer decision making

About the Presenter:
Inez Blackburn
President of Market Techniques & Innovations, Inc.

Inez Blackburn is a globally recognized speaker, industry leader, innovator, and pioneer in launching global brands with over 25 years experience. She has worked with many Fortune 500 companies and led numerous executives through her Positioned for Profit Seminars and Marketing to the Max Workshops. She has been on the Dean’s list for excellence in teaching for 10 years and is a featured trainer at numerous executive events. Inez is President of Market Techniques & Innovations, Inc. and an adjunct professor at the University of Toronto, Wright State University, and S.P. Jain University in Singapore and Dubai, as well as a featured instructor at Pennsylvania State University.

She has worked extensively with major corporations and has played a pivotal role in implementing customer-centric strategic plans, marketing best practices, and balanced performance metrics. She also teaches companies how to leverage the power of collaboration for a sustainable competitive advantage.