Date: Thursday, March 10, 2011, 5.30pm-9.00pm
Do you even listen to your customers? Chances are you do. But do you respond to your customers in the right way?
Customers have more influence than ever before. Organizations that listen and react to what customers wants are beating out their competitors. Learn the five decisions you need to make to grow customer loyalty. We’ll also hear from Adobe, The EMM Group, and Symantec about how listening to the customer is helping their business.
Join our keynote speaker, Jeanne Bliss, and our three guest speakers for a night of food, fun, and prizes. Spaces are filling up quickly.
5:30 to 6:30 Check-in and Networking
6:30 to 7:30 Introduction and Keynote
7:30 to 8:30 Case Studies and Audience Q&A
8:30 Closing Remarks
SVAMA Member $30
SVAMA Student Member $15
SVAMA Partner Member $35
Anyone who registers by March 1st will receive a free copy of Jeanne Bliss’ book, I Love You More Than My Dog.
Adobe Systems, Incorporated
345 Park Avenue
San Jose, CA 95110
Free parking is provided in Adobe’s East Tower, located off of Almaden Expressway.
Adobe is located on the order of Almaden Expressway and Park Avenue in downtown San Jose.
About the Presenters
Stacey Taylor (Moderator) is the EVP of Marketing with the SVAMA. She is described by colleagues as a "marketing operations powerhouse", Stacey is a natural change agent who has dedicated her career to improving productivity and performance by introducing new processes, ideas, and insights to organizations. Currently, she leads the professional development program for Marketing at Adobe Systems that has positively impacted the organization's marketing capabilities. She has also been instrumental in creating a culture of accountability and measurement across Marketing through the development of metric standards, measurement practices, and dashboards. Stacey received a Masters degree from California State University, Fullerton and a Bachelors degree from UC Santa Barbara. Stacey is also an active member of the local community and volunteers her time with several non-profit organizations.
Jeanne Bliss is the proprietor of Customer Bliss. As the Customer Leadership Executive for five large U.S. market leaders, Jeanne fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer experience. She has driven 95 percent loyalty rates, changing customer experiences across 50,000 person organizations. Jeanne developed her passion for the customer at Lands’ End, Inc. where she reported to the company’s founder, serving as leader for the Lands’ End customer experience. She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as its officer for customer retention and satisfaction. She was Microsoft’s General Manager of Worldwide Customer and Partner Loyalty. At Mazda Motor of America she drove the brands’ customer retention effort.
Sat Duggal is the CEO of EMM Group, a pioneer in the discipline of marketing-led growth and has led various growth-driving marketing transformations for global companies such as GE, IBM, Kimberly-Clark, Microsoft, Gillette and Visa. He has contributed immense thought leadership in the area of marketing-centric organic growth through books such as ‘The New Marketing Mission” and participation in various industry forums. Before coming to the United States in 2000, Satprit was an Asia-based consultant with IBM Global Services. He also worked in brand management and sales at Hindustan Lever, one of the most respected FMCG marketers in Asia. Saprit holds a bachelors degree in Electronic Engineering and an MBA from IIM- Ahmedabad. He lives in the San Francisco Bay Area with his wife and three daughters.
Chris Jones is the Sr. Manager of Customer Feedback at Adobe and is responsible for the business, technical, and strategic elements of the text analytics platform. The platform empowers Adobe to drive for optimal outcomes from experience and behavior analysis that is rooted in customer satisfaction. Chris has over 13 years experience helping companies implement business intelligence, web analytics, and text analytics solutions with companies such as Intuit, CNET Networks (CBS), Corio (IBM Hosting), Gateway Computer, and Ernst & Young LLP.
Desirree Madison-Biggs is the Director of Customer Experience Insight & Measurement at Symantec and has been with Symantec since 2004 when she was hired to create a customer loyalty and satisfaction measurement program that would drive improvement efforts globally. With experience in running customer loyalty programs for over 15 years, she and her team have built programs that deliver customer insight and drive increased loyalty. She directs the global Net Promoter program for all three customer segments, business, consumer and partner. Prior to coming to Symantec, Desirree ran the Customer Loyalty Programs for several high tech companies and spent 10 years running sales and account management teams for start-up companies in the Silicon Valley.
Manager of Professional Development Programs for the Marketing Department
Sr. Manager of Customer Feedback
Director of Customer Experience Insight & Measurement
Don’t miss hearing our exciting line up: Jeanne Bliss, Chris Jones of Adobe, Sat Duggal of The EMM Group, and Desirree Madison-Biggs of Symantec.