To ensure brands and their products engage with a customer base made mistrustful by the global economic crisis, top brands have been working to understand behaviours and needs better. A range of practitioners will explain how at the event, which takes place on 22nd and 23rd March in Central London.
An example of this new strategy will be provided by Louise Fowler, business leader, brand and marketing, Co-Operative Financial Services, in her presentation, “Reconnecting with the consumer and restoring trust in a fragile economic environment.” on Day Two. Fowler is also taking part in the panel session on Day One on how to implement Treating Customers Fairly initiatives and what lessons have been learned in the last year. She is joined by Charles Merritt, senior marketing manager, Santander Consumer Finance, and Caroline Gardner, member of the Financial Services Consumer Panel.
The customer-centric theme is repeated across the Summit. Andy James, head of customer marketing, Allianz, will speak on, “Ensuring new products and services are driven by research and insight rather than internal requirements”, while Sarah Ford, head of customer experience, retention and loyalty at Simplyhealth, will look at, “Establishing patterns of behaviour and profiles among your customers that indicate their propensity to develop a long-term, loyal relationship with your business.”
Other companies presenting across the two-day event include Visa and Legal and General. As well as presentations from major financial services providers, the event also offers insights from a range of out-of-industry brands, including Post Office and RAC. For the full agenda and booking information, click here.