Customer acquisition, retention and communication

Transcription

1 Conference Customer acquisition, retention and communication Using new approaches to attract and retain customers Paris, November 2012 Pullman Paris Montparnasse hotel Best practices in retail financial services more information on

2 C O N F E R E N C E Customer acquisition, retention and communication Using new approaches to attract and retain customers Scan this QR Code on your phone and access regular programme updates Every bank is finding it difficult to attract and retain profitable customers. Enticing them and then building a long-standing relationship with them is therefore a fundamental aspect of the new retail banking business model. Most banks now see customer centricity as a key priority. A deeper understanding of customers and their needs will help to build higher levels of loyalty, which is vital in these uncertain economic times. This annual conference provides delegates with a participatory forum where they can not only listen to presentations on the latest ideas, technologies and practices, but also share and debate news and views during stimulating interactive discussions. This year s event will focus on the following aspects: Building profitable customer relationships Relationships. Is a face-to-face advisory approach more important than a remote one? How can banks build successful remote relationship management models that will ensure customer loyalty? Customer acquisition and retention. New approaches to attracting customers, including new channels and communication methods. Once banks have acquired customers, how can they not only keep them but actually boost their loyalty? Possible solutions include cross-company approaches rather than just marketing-driven initiatives. Measuring retention and the quality of relationships. Communication. Using the right language and communication technologies (such as social media) to strengthen customer relationships. Key acquisition and retention strategies Targeting the best customers. How can banks identify the most profitable customers and those with the highest potential? What role does pricing play in attracting and retaining customers? Brand and segmentation. Using a strong brand to attract and retain customers. The creation of new segments to improve retention and loyalty. Preparing for the future. The latest thoughts on developing a customer-centric retail banking model for future growth and engagement.

3 Tuesday 13 November 2012 Morning Cristina González Bravo de Laguna Advertising Director Santander Spain Developing a customer-centric multichannel approach to customer acquisition and retention - Establishing clear and deliverable brand and communication values - Making it easy and convenient for customers to deal with you - Rewarding existing as well as new customers - Key steps in building long-term customer relationships Pedro Appleton Figueira Retail Marketing Vice President Banco Espírito Santo Portugal The role of pricing in customer retention David Villaseca Global Head of Customer Management BBVA Spain Customer loyalty as a consequence - Segmentation: a key to customer understanding - Value offer: first, cover the customer s real needs - Channels: contact point and experiences - Relationship management: base line for programmes Rickard Lindell Head of Segmentation and Value Propositions Nordea Bank Sweden How do we create long-term relationships in a new banking environment? - Customer expectations and trends - The key elements in creating loyalty - A new way of interacting and using CRM Interactive session Joe Liddane Managing Director Setanta Performance International United Kingdom Best practices in customer acquisition and retention Sharing experiences between speakers and delegates

4 Tuesday 13 November 2012 Afternoon Sophie Heller Vice President Marketing and Communication ING Direct France How to use strong brand differentiation to attract and retain customers in an era of consumer distrust - Key elements in building trust and long-term customer relationships - How to align brand and company strategy - The increasing role of earned media (PR and social media) in customer communication Matthias Kröner Chief Executive Officer Fidor Bank Germany Banking between crisis and web The loss of trust in banking - Web 2.0 related developments - How this is changing the financial services landscape - Fidor Bank s approach Robert Lommers Social Media Manager Rabobank Netherlands Social media, beyond the hype: making sense of a new form of communication - Open communication - Webcare - Reputation - Business Pier Paolo Bucalo Vice President Global Online and Mobile Banking UniCredit Italy Co-marketing to drive online growth - A challenging and rapidly changing context - Discontinuity through co-marketing and partnerships - The road ahead Peter Karst Managing Director Marketing and Products BAWAG P.S.K. Austria Developing a framework for customer engagement and loyalty - Back to roots: how to multiply the principles of the old corner shop - Execution of segmentation strategies with event-driven marketing - From push to pull : how to use the potential of inbound contacts - Design and impact of our cross-sell/loyalty programme

5 Wednesday 14 November 2012 Morning Mats Torstendahl Executive Vice President Head of Retail Banking SEB Sweden Loyalty and digital relationships in retail banking - Customer retention as the key to long-term financial performance - Defining a loyal customer/relationship - Impact of multichannel relationships on retail operations - Renaissance of the advisory role/new roles of branch staff and demands on advisors to meet customer needs - Working with customer metrics and knowledge/operational execution Inge Ampe General Manager Marketing ING Belgium How we created and use a basic private client segmentation model to optimize our marketing campaigns - How do we distinguish between cross-selling potential and retention needs? - How do we deal with new customers where we lack data? - How do we differentiate between the different sub-segments to optimize sales and retention? Ozge Kaymaz CRM Marketing Systems Manager Akbank Turkey Supporting customer loyalty with customer analytics - Defining customer needs and converting them to sales - New age customer analytics - Optimization of multichannel sales Gabriele Frenzl-Fürst CRM Specialist, Senior Expert Erste Bank der Oesterreichischen Sparkassen Austria Using customer insights and CRM to retain customers - Creating new segments - Differentiation of product offerings and channels - Meeting customer expectations and ensuring operational efficiency Dizem Özalp Sarı Multichannel CRM Programs Senior Manager TEB Turkey Contact strategy from acquisition to win-back - Constructing the strategy - Implementation and challenges - Lessons learned

6 Wednesday 14 November 2012 Afternoon Alessio Marchetti Loyalty Specialist Intesa Sanpaolo Italy The Intesa Sanpaolo approach to customer loyalty and acquisition Dean van Leeuwen Co-Founder Chief Intellectual Adventurer TomorrowToday United Kingdom Scripting your future - The new rules for loyalty and business success - Developing seven key competencies to build a sustainable business - Implementing a framework for new loyalty management practices Marc Hinnenberg Marketing Director Aktia Finland Ensuring customer loyalty in a multichannel environment Concluding interactive session Joe Liddane Managing Director Setanta Performance International United Kingdom Learning points from the conference and taking practical steps back to your organisations Download the Efma events app* NEW Plan your visit before, during and after the conference Access regular programme updates and alerts Share QR code business cards and arrange meetings with just one click *App available now!

7 S C H E D U L E Tuesday 13 November 2012 Wednesday 14 November :15 Welcome coffee and registration 8:15 Welcome coffee 9:00 Cristina González Bravo de Laguna Santander 9:00 Mats Torstendahl SEB 9:30 Pedro Appleton Figueira BES 9:30 Inge Ampe ING 10:00 Questions & answers 10:00 Questions & answers 10:15 Break 10:15 Break 10:45 David Villaseca BBVA 10:45 Ozge Kaymaz Akbank 11:15 Rickard Lindell Nordea Bank 11:15 Gabriele Frenzl-Fürst Erste Bank der Oesterreichischen Sparkassen 11:45 Questions & answers 11:45 Dizem Özalp Sarı TEB 12:00 Interactive session 12:15 Questions & answers 13:00 Lunch 12:35 Lunch 14:30 Sophie Heller ING Direct France 14:00 Alessio Marchetti Intesa Sanpaolo 15:00 Matthias Kröner Fidor Bank 14:30 Dean van Leeuwen TomorrowToday 15:30 Robert Lommers Rabobank Nederland 15:00 Marc Hinnenberg Aktia 16:00 Questions & answers 15:30 Questions & answers 16:20 Break 15:50 Break 16:50 Pier Paolo Bucalo UniCredit 16:20 Interactive session 17:20 Peter Karst BAWAG P.S.K. 17:20 End of conference 17:50 Questions & answers 18:05 End of day one

8 ATTENDEE S INFORMATION Registration form Customer acquisition, retention and communication Paris, November 2012 Scan me and register online now Mrs. Ms Mr. / First name last name Job title Institution VAT ID number (if applicable) Address Tel Fax Assistant s information (or person in charge of the registration) First name last name tel PRACTICAL INFORMATION Dates The conference will begin with a welcome coffee on Tuesday 13 November 2012 at 8:15 a.m. and will end on Wednesday 14 November 2012 around 5:30 p.m. Location Pullman Paris Montparnasse hotel 19, rue du Commandant René Mouchotte Paris, France Tel: Fax: Social networking Twitter@Efma_news YouTube Efma Events App LinkedIn Languages All sessions will be held in English. Accommodation Each participant must pay the cost of his or her accommodation directly to the hotel before departure. Rooms have been provisionally reserved for the nights of 12 and 13 November at the Pullman Paris Payment By bank transfer to Efma Sarl bank account IBAN: FR BIC: NATXFRPPXXX Natixis, FE3 - Unité 3B/747 BP 4, F Paris Cedex 2. By credit card: MasterCard Visa American Express Montparnasse hotel. The cost of a single or double room per night will be 203 euros, including breakfast and taxes. Once you have registered and received a confirmation from Efma the day after, a link will be provided to enable you to book your accommodation. The hotel guarantees room availability and price before Monday 1 October 2012 only. The hotel will automatically bill unoccupied rooms or late cancellations. Registration The registration fee covers participation in the conference, documents, lunches and coffee breaks. Registration fees must be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome latebookers, but credit card information must be provided. Cancellations All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received before Tuesday 30 October The full fee will be charged for cancellations made after that date, as well as for delegates who are unable to attend on the day, unless a substitute delegate is designated. Substitutions are accepted at any time. Registration fee All registrations are strictly personal. 1,600 euros + VAT 19.6% = 1, euros for representatives of Efma member institutions 2,400 euros + VAT 19.6% = 2, euros for representatives of non-member institutions Card n Expiry date Date Signature Efma 8, rue Bayen Paris France Tel.: Fax: APE: 8230Z - VAT ID: FR Efma sarl company with registered capital of EUR 15,000 - RC Paris In accordance with Article 27 of the law on the processing of personal data of , the information which you are requested to provide is necessary to enable us to process your registration and is intended for Efma s services. You may access this information and request that it be rectified if necessary. Illustrations: Bruno David