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Monday, June 10, 2013

What Do Your Customers Really Care About?

Speakers Explain Benefits of Voice of Customer Research at the 2013 Customer Engagement Marketing Summit
In my last blog, I introduced you to some of the thought leaders and marketing innovators who will speak at the Customer Engagement Marketing Summit in September. This event features a stellar array of speakers who will share insights and proven strategies for success in customer engagement and much more. If you (or others in your organization) are involved in customer engagement, customer experience, mobile marketing, digital marketing or customer retention, then I hope that you will make plans to attend.
Let's meet more of our speakers and the case studies that they will share so that attendees can embrace (and improve) customer engagement.
Marketers active in the Direct Marketing Association will undoubtedly recognize Ernan Roman who was inducted into the Marketing Hall of Fame for creating three transformational methodologies: Voice of Customer (VoC) Research, Opt-in Marketing, and Integrated Direct Marketing. Ernan also writes the widely read blog, "Ernan’s Insights on Marketing Best Practices."
This year at the CEM Summit, Ernan will delve into the topic, "What Do Your Customers Really Care About?" based on recently conducted research.  He will share new Voice of Customer insights including that it's not about price, that satisfaction is a given — and that it is all about engagement. He'll provide attendees with eight action items to help them transform their organization’s customer engagement strategies.
Sandi Finn, president of Cross Country Home Services and Kris Gates, AVP of Customer Experience Marketing at MassMutual will also reveal what they have learned from Voice of Customer research. Their presentation explains "How To Achieve Powerful Engagement Throughout The Customer Lifecycle."
Under Sandi’s leadership at Cross Country, the company has achieved ongoing double-digit revenue growth. Sandi promotes a culture at Cross Country that is passionately focused on creativity, strategic vision and cross-functional teamwork.
Kris Gates is no stranger to the importance of customer experience. In his current role at MassMutual, he is focused on customer experience for the Retirement Services Division and develops, executes and measures marketing strategies designed for employees of companies that offer MassMutual retirement and insurance products.
Together, Kris and Sandi will explain, "Why you don't know the needs of your customers as well as you think that you do" and describe the six most important points for customer engagement.
I’ll share more about the valuable insights that our CEM Summit speakers will share with attendees in future blogs. In the meantime, please be sure to visit the following:


Eric Tejeda is the Director of Product Marketing for PossibleNOW and CompliancePoint. Eric supports the organization’s growth objectives by productizing and launching innovative new products and services that fill critical needs in the marketplace. 

With 25 years of experience, Eric firmly believes that permission-based marketing and preference management is a mega trend and the path to success for marketers today. 

              Follow me on Twitter: @EricTejeda | Connect on LinkedIn: Eric Tejeda 

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