Here at the Customer Engagement Club we are building the largest and most influential global community of senior executives looking  to implement strategies that build consistent, relevant and mutually beneficial relationships with their customers across all channels.

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Steve Hurst, Editorial Director, steve@ictcomms.com

Customer Engagement in the Retail Sector

Directors Forum  

20th June, 2012, London

 

Gain insights into how world class retailers are deploying winning customer engagement strategies that are designed to engender consumer loyalty and greater wallet share

Agenda Summary

VENUE: The Adelphi, 1-11 John Adam Street, London, WC2N 6HS  Directions

Free to attend for 'End User' Customer Engagement Professionals

How do your customer management strategies stack up?
Merchants is inviting customer service leaders to take part in a unique research project to understand if they are ahead of the pack - or trailing the field - when it comes to planning for multichannel customer engagement

The joined-up customer service future for multichannel contact centres
Contact centres are set to benefit from operating in an increasingly multichannel environment and are more likely to be viewed as a profit centre rather than a cost centre in the future as they deliver on a joined-up single view of the customer.

Why bad feedback can be good for business
When it comes to social commerce, bad product reviews are good for business as two in three (68%) consumers say they trust reviews more when they see both good and bad scores
 
UK customers are fifth happiest in world - second happiest in Europe!
A new worldwide Customer Satisfaction Index suggests that UK customers are the fifth happiest globally, and second European wide, with the service they receive, with an 83% satisfaction rating. The happiest customers in the world are in Australia and Canada and the happiest in Europe are in Germany!
 
Customer engagement the key challenge for the retail sector in 2012
Customer engagement will rule the retail sector in 2012 as retailers wrestle with ever increasing amounts of customer data gathered across a proliferation of channels
 
Companies to boost digital marketing budgets
UK companies report that they will continue to invest heavily in online marketing channels and associated technology during 2012 as the digital economy goes from strength to strength
 
Oracle puts its RightNow acquisition down to the customer experience
Customer experience was the buzzword for Oracle as it sought to explain how its acquisition of RightNow Technologies would fit into its existing customer relationship management (CRM) and cloud computing technologies

White Paper: Ten Reasons Why It Pays To Be Anti-Social!