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What I Like to talk About

INSPIRING CUSTOMER EXPERIENCES IN THE DIGITAL AGE

As digital customer experiences have proliferated during the past decade, it seems that employee engagement and customer loyalty have become more difficult to develop and sustain. Has the effectiveness of customer experience management diminished? Chris Malone, co-author of The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insight on how to deliver experiences that build and sustain employee engagement and customer loyalty in the Digital Age.

Key Takeaways will include:

· The universal human perception process that drives loyalty with employees, customers and clients.

· Real world examples of sustainable engagement and loyalty building practices

· Three imperatives for delivering experiences that build employee engagement & customer loyalty in the Digital Age.

THE HUMAN BRAND: CUSTOMER LOYALTY IN THE DIGITAL AGE

As digital technology has proliferated during the past decade, it seems that client and customer loyalty have become more difficult to develop and sustain. Have the traditional principles of sales and marketing become obsolete? Chris Malone, co-author of The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insight on how to build and sustain client and customer loyalty in the Digital Age.

Key Takeaways will include:

· The universal human perception process that drives loyalty with clients, customers and colleagues.

· Real world examples of sustainable loyalty building practices

· Three imperatives for building Client & Customer Loyalty in the Digital Age.

EMPLOYER OF CHOICE: LASTING LOYALTY IN THE DIGITAL AGE

As digital technology has proliferated during the past decade, it seems that employee engagement and loyalty have become more difficult to develop and sustain. Have the traditional principles of talent management become obsolete? Chris Malone, co-author of The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insight on how to build and sustain employee engagement and loyalty in the Digital Age.

Key Takeaways will include:

· The universal human perception process that drives loyalty with leaders, colleagues and staff members

· Real world examples of sustainable loyalty building practices

· Three imperatives for becoming an Employer of Choice in the Digital Age.

 

THE HUMAN BRAND: A NEW WAY TO MEASURE CUSTOMER EXPERIENCE & ITS FINANCIAL IMPACT:


Gathering customer experience (CX) data is relatively easy, but improving performance and impacting financial results is much harder. Unfortunately, traditional methods of CX measurement, such as Net Promoter Score benchmarking, CSAT tracking, or Customer Effort Scoring, don't always provide a clear road map to improvement or a tangible connection to financial performance. Using a case study example, we demonstrate a completely new way to measure CX and its financial impact. Our client, a multinational supplies distributor, was able to achieve double-digit increases in customer satisfaction, loyalty, and likelihood to recommend. In addition, we show that these increases were directly responsible for double digit increases in revenue. This distributor also gained a deeper understanding of customer needs and the ability to provide much more personalized communication and support. Join us and learn how your organization can achieve similar results.

 

 

My Background

Chris Malone is Founder and Managing Partner of Fidelum Partners, a firm that specializes in customer loyalty and experience insights, strategies and results.

Chris has over 30 years of sales, marketing and organizational leadership experience. He held senior marketing positions at leading companies such as Choice Hotels, ARAMARK, Coca-Cola, the National Basketball Association, and Procter & Gamble and has advised a broad range of Fortune 500 companies.

As Chief Marketing Officer of Choice Hotels, one of the largest hotel companies in the world, with over 6,000 hotels open worldwide, Chris led the company?s 800 person global consumer marketing, worldwide travel industry sales, e-commerce and reservations organization. Previously he served as Senior Vice President, Marketing for ARAMARK Corporation, a multinational food, facility and uniform services enterprise with over $12 billion in annual revenue.

Chris is co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies, published by Wiley & Sons. He is also a frequent guest and contributor to CNBC, FOX Business, Bloomberg TV, Wall Street Journal Live, Forbes and Businessweek.

Chris holds a bachelor?s degree from the University of Maryland at College Park and an MBA from The Wharton School of the University of Pennsylvania.

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Newtown (Township), Pennsylvania

FEES:

$7,000 - 10,000

MY EXPERTISE:

Available to Verified Event Organizers Only

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