Mr. John Morton, MBA, LLB President, Market Probe Canada
Keep pace with the hyper-connected environment customers operate in today
Realize the business and monetary value of measuring Advocacy opposed to traditional relationship and transactional measures including satisfaction, loyalty and NPS among others. John Morton and Tim McCutcheon will help you gain an appreciation of an empirically tested definition of Advocacy that represents the hyper-connected environment customers operate in, and how it can easily be applied to current legacy programs.
How to Build Customer Advocacy and Use Its Marketing Power!
Dr. Tom Fusso Executive Vice President, Financial Services Practice, Market Probe
Your customers can do your marketing for you!
Market Probe has found that the customer bases of various financial services companies vary in the proportion of Advocates that talk positively to others, and the proportion of Alienated customers whose negative expressions undermine any marketing efforts. Tom Fusso will examine at an industry-level for banking, life insurance and auto insurance, what drives positive Advocacy among retail customers, and what drives customers to become Alienated and sabotage your company with their negative expressions.
New Frontiers of Customer Satisfaction Research: lower costs - mobile surveys - social chatter - customer advocacy
Dr. TR Rao President and CEO, Market Probe
Change is good: quality information at better value
In today’s hyper-linked world the central theme of customer research is moving from satisfaction to loyalty to involvement. TR Rao will discuss this and many other changes to the way companies are modifying customer satisfaction research in the face of increasing business challenges, rising social media and cost pressures.
Do you know what makes people passionate about your brand?
Whether you work in a business-to-consumer, or business-to-business environment, people’s decisions to choose your brand or your competitors’ brands are influenced by complex and inter-related factors that involve Emotion, Personal Fit, Logic and other dimensions that comprise Passion. Judith Ricker will discuss the elements of Brand Passion, and provide real world examples of its power to motivate.