Listening to the Customer: CRM, Crowdsourcing, and Cultivating Fandom

Today’s customer relationships are conversations. Customers are a source of inspiration and ideas, not just sales and revenue. Ensuring customers feel heard when problems arise is critical in instilling loyalty. This session will feature three leaders from brands adept at tapping into consumer sentiment, managing expectations, and building strong, long-term relationships. They’ll share how they find the signal in the noise, and decide when and how to respond
Speakers will examine:
• New approaches to capturing and activating customer feedback at scale
• Leveraging communities and crowdsourcing to inform innovation
• Building deeper emotional connections that drive loyalty and advocacy