ENGAGEMENT EXPO 2011: On the road to Loyalty: Engagement is the Journey, Loyalty is the Destination

July 19, 2011 - PRLog -- While “engagement” and “loyalty” are terms that are often used interchangeably, understanding the differences and interconnection between the two is key to building and maintaining strong, sustainable customer relationships.

Engagement Expo 2011, “The Road to Customer Loyalty:  Engagement is the Journey, Loyalty is the Destination” will examine the role engagement plays in the journey to customer loyalty and advocacy.  Engagement Expo is being held November 6-8, 2011 at The Westin Stonebriar, Dallas, Texas.

“In our Loyalty Expos over the past several years we’ve explored the steps and strategies brands need to take along the engagement to loyalty journe, feedback from our attendees told us these topics are too great to share one event; that it’s necessary to take a deep dive into all of the steps and strategies surrounding customer engagement.    This is what Engagement Expo is all about,” says Erin Raese of Loyalty 360.  

As Raese explains, engagement --- the degree to which a company succeeds in building and maintaining an intimate, strong relationship with the customer --- starts the first time a person is introduced to the brand and continues as you initiate a dialogue, get to know each other, and develop a rapport. Increasingly, brands are realizing that achieving high levels of engagement is the key to driving loyalty and advocacy and delivering a competitive advantage.

Powered by Loyalty 360 – The Loyalty Marketers’ Association, Engagement Expo 2011will
feature a dynamic mix of research, panel discussions, case studies, proven tools and techniques, and focus groups to help marketers optimize their customer engagement strategies.   The robust agenda features many of the greatest minds in customer engagement including:

•   The Game Has Changed:  Engaging Partners in the New Normal:  Presented Stacy DeLong, Channel Loyalty Manager - The HON Company, and Melissa Fruend, Solution VP, B to B Loyalty - Maritz Loyalty and Motivation

•   Why B2B Customer Satisfaction Doesn’t Create Loyalty:  Presented by Rob Urbanowicz, Principal & VP, Client Services - Geehan Group

•   Capturing Customer Referrals at the “Moment of Truth”: Presented by Jim Craig, VP of Marketing - 1st Advantage Credit Union

•   Customer Data, Segmentation and Analysis:  Driving Engagement and Customer Strategy:  Moderated by Connie Hill, President & Founder – VeraCentra, Heidi Shurtz, Allergan, David Sims, GNC, and Sarah Mendez, Mister Carwash

•   New Member Engagement:  Discover the New Paradigm in Member Relationship Nurturing:  Presented by Michael O’Brien, VP, Strategic Solutions – Fiserv, and Scott Morrison, Executive VP - Fulcrum

•   Radio Silence is Costly, NPR Listens and Succeeds with Panels:  Presented Nancy Porte, VP, Customer Experience – Vovici, and Ben Robins, Research Manager – National Public Radio

•   Time to Grow Up:  Youth Acquisition Beyond the Transactional: Presented by Edwina Doyle, Senior Manager of Carrier Marketing - Research In Motion (RIM); Sean Claessen, Executive Creative Director - Maritz Canada Inc.; and, Barry Kirk, Solution VP of Consumer Loyalty - Maritz Loyalty and Motivation

•   Welcome to the GAME:  How GAME Group Uses Customer Insights to Drive a Positive ROI:  Presented by Rob Voase, Head of CRM - GAME Group and  Nick Afonsky, 5One

For more information and registration (including press passes), please visit www.engagementexpo.com.  Early bird rates expire September 2, 2011.

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About Loyalty 360: Loyalty 360 is an unbiased, market driven, voice of the customer focused clearinghouse and think-tank that is committed to bringing loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices and networking opportunities, Loyalty 360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them. Loyalty 360 powers Loyalty Expo, Engagement Expo, and Loyalty Management Magazine. (www.loyalty360.org)