Monday, November 1, 2010

Customer Reference Forum announced the opening of early registration for the 2011 Summit on Customer Engagement, March 1-2, 2011 in San Mateo, CA. "Nothing is more fundamental to business than the customer relationship" says Bill Lee, President of Customer Reference Forum. "And nowhere will you learn more about how top firms are reinventing those relationships than at the Summit on Customer Engagement."

Attendees will spend two days with leading customer engagement professionals from around the world for presentations, panels, peer exchange and networking. They'll learn how to:

Reinvent customer relationships.
 This doesn't happen with artificial one way loyalty programs, but rather with increasing, reciprocal, high value engagement. Learn how leading companies are creating these relationships.

Harvest customer value that goes well beyond purchasing

Attendees will learn how customers can create value well beyond anything they purchase--through testimonials, referrals, community building, co-design, co-marketing, branding and more. "Referral value alone can generate more income for a firm than anything the customer buys," says Lee.

Uncover hidden value in Net Promoter Score programs.

Net Promoter Score programs build a tremendous asset--customers willing to refer your business to others--that many firms leave largely untapped. You'll learn how to organize these assets into a powerful reference, referral and community-building engine.

Understand how Apps are changing innovation.

Customers or potential customers in your market are the ones developing the most game changing apps. Learn why that is so and how firms can engage them to build new lines of business.

How to improve website demand generation.

One global software firm estimates that 70% of its "buyers' decision journey" takes place before they ever contact the firm--and most of that journey takes place on the web. Learn how to use peer information--such as customer videos and well structured case studies--to engage buyers and increase website demand generation

Engage and build customer communities.

Cut through the confusion about social media. "'Social media strategy' is an inherently flawed concept," notes Lee. "Social media is a set of tools. You don't start with those. You start by understanding how and why people form communities, how to build or engage with them, and which tools help with the process." Attendees will learn how to do so.

Understand the new branding.

Branding is not about image, or even a promise you make to the market. Branding is now determined by the conversation that's going on about your firm and its offerings. You--and your customers--must participate. You'll learn how forward thinking companies are doing so.

For more information about the 2011 Summit on Customer Engagement, please click here.

To register (and take advantage of the early registration discount) please click here.