The 6th Customer Lovefest – Customer Experience Conference
in the Philippines is set this October 19-20, 2017, at Tower Club Makati.
The 6th Customer
Lovefest as the pioneer and number one Customer Experience Conference in the
Philippines continues to provide relevant knowledge and best practices in the
areas of Loyalty and Rewards Program, Customer Retention, Customer Relations
Management (CRM), Digital, and Customer Experience Management.
Embrace the Customer Centric Revolution
This year’s theme is “Embrace
the Customer Centric Revolution”, as the paradigm shifts towards a market
driven strategy where the customer is king and the innovation are geared
towards solving the pain points of the customers, the more customer experience
rise prominently to the top as the primary consideration in companies strategic
direction.
This year the thought leaders
in the conference are tasked to show the different ways on how to
embrace this Customer Centric Revolution.
Loyalty and Rewards Program
Bang for the buck.
Customer Loyalty is hard to
gain and maintain. There are various reasons why customer loyalty is hard to
accomplish and maintain.
It is a common knowledge that
New Customer Acquisition is expensive as compared to maintaining and taking
care of Existing Customers. For this reality, Loyalty and Rewards Program
became the answer to maintaining and showing that companies care to existing
customers.
Another thing about Loyalty
and Rewards Program, repeat and multiple transactions are assured. There are cases that showed a 15% increase in
sales if the Loyalty and Rewards Program hit the interests and needs of the
customers.
Customer Relations Management – The Knowledge Within
Customer relationship management (CRM) is a
term that refers to practices, strategies and technologies that companies use
to manage and analyze customer interactions and data throughout the customer
lifecycle, with the goal of improving business relationships with customers,
assisting in customer retention and driving sales growth. (Margaret Rouse)
CRM must be part of the companies’ culture and strategies.
CRM allows customers' data to be harnessed in its full potential.
The Loyalty and Rewards Program allow for data capture that
if plugged directly to the CRM will show opportunities never before discovered
and uncovered in the companies business operations.
Indeed, CRM is the Knowledge within that further helps in
maintaining, taking care of and offering new products and services to Existing
Customers.
Technological Disruption is all about Customer Experience
As the world experience
disruption caused by technological upheavals we see successful disruptions as
those that are able to provide better customer experience to the consumers.
This is why the seed of
innovation aimed at disrupting a current business model or lifestyle will never
be successful if it fails to better the customer experience of the users.
Culture and People – the
heart of the Customer Experience Management
The technological disruptions that enhance the customer experience
of the consumers are dependent on the overall strategy and culture of the organization.
The heart of Customer Experience resides on the people that implements the
strategy and practice the culture of the company.
Technological Innovation will be all for naught if the culture of
the organization is flawed.
This is the reason that Customer Experience is highly dependent on
the people that execute the strategies. Successful execution is only possible
if the culture is strong and that culture is deeply part of the set of
strategies that the company values.
Digital – We are Wired
Digital is now. The Customer
Centric Revolution speeds up because of Digital. Bill Gates even mentioned that
if the business is not on the Internet, it is out of business. This shows how
powerful the digital space has become.
We are now partly shaped by
the Digital World. Some data even showed that most of our active hours are
spent in the Digital Space.
The 23.5 years old, which is
the average age of the Filipinos, are Digital Natives. They live and breathe in
the digital world. More importantly, they are the huge market that all
companies are focused in attracting and winning in order to make their business
successful in the 21st Century.
Having known this, companies
can now create digital touch points and take advantage of OmniChannels that
will engage this huge market and secondary markets.
Branding and Marketing – The Greater the Fit, The Greater the
Results
The new marketing is a
combination of communication, innovation, CRM, Loyalty and Rewards Program,
Digital and Customer Experience Management.
The fusion of all these
elements contributes to a better brand and efficient and effective marketing
for the current conditions.
Add to the mix Branding, then
you will have a powerful machine that pull the consumers towards the products
and services of the company.
Branding and Marketing create
an irresistible spell to the consumers. Once consumer says yes, and goes inside
your store, customer experience takes over and validates the value proposition
promised by the company.
It is a boom or bust scenario
only if the customer experience is flawed because there is no or lack of
understanding on the customer journey map.
The 6th Customer Lovefest – Great Line-up of Speakers
and Thought Leaders
The 6th Customer
Lovefest as a Customer Experience Conference in the Philippines parades a great
line-up of speakers and thought leaders, they are: Carlo Ople, VP for Digital
Marketing Strategy, PLDT; Edward Ng, Founder, Xirux Technology (Hongkong); Bo
Lundqvist, President and CEO of Retail Associates; Steven Ladd, Lead Loyalty
Business Consultant, AIMIA, Inc. (Singapore); Monica San Juan, Commercial Head,
AirAsia Big Loyalty; Bea Hernandez, Business Head, Avail. At; Reuben Pangan,
President, Air 21; Glenn Ong, VP of Customer Experience and Information
Systems, Digits (Digital Walker and Beyond the Box); JV Wong, Chief Executive
Igniter, People Ignite; James Cruz, Managing Director; FountainHead
Technologies; and Joey P Reyes, Loyalty Consultant.
More than a Conference, It is an Engagement
The 6th Customer
Lovefest as the first Customer Experience Conference in the Philippines is not
only a conference where attendees seat and listen the whole day to speakers and
thought leaders.
It is a conference that
respects the expertise of the attendees and put premium in engagement.
Having said this, in the
6th Customer Lovefest are Engagement Programs like the Quicknet – where delegates get to
experience speed networking to get the chance to know most of their co-delegates,
Long Table Discussion – where the
delegates become part of the panel where they can share their experience and
ask speakers in a panel set-up; Workshops
– where pressing questions of the industry are answered by delegates, and
lastly, Brain Date – where we pair
delegates in different industries to exchange ideas on their current challenges
in Loyalty and Rewards Program and Customer Experience Management.
The event is produced and
organized by Exlinkevents, one of the leading business events organizer and
manager in the Philippines. For more information, visit www.customerlovefest.com or call
Tel. Nos. 633-0153, 643-3887 or email info@exlinkevents.com.
- Wednesday, August 30, 2017
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