Friday, September 22, 2017

Customer Experience – Plan Your Day

Plan your day at Ignite! as a team, market researcher, small business marketer, senior marketing professional, or an individual looking to grow your network.

Choose Your Journey

You’re a Team Attending Ignite!

You’re bringing a team to Ignite? Great! The more, the merrier! Here are some tips for making the most of your day at Ignite! 2017.

Looking to bring a team but haven’t registered yet? There’s still time…AND we’re offering a group discount! Learn more and register today!

Plan Your Day To maximize your team’s experience at Ignite!, a strategy is key! Everyone on your team has different strengths and interest areas — luckily, Ignite offers something for everyone. Your day at the conference should be fulfilling both for the individuals on your team, as well as for the team as a whole.
During the Conference Meet your team in the Customer Experience Lounge. It’s the perfect spot to make a game plan and get fired up for the day. Bring copies of the agenda and make sure members of your team are hitting every session. And throughout the day, be sure to take notes of actionable items you can share with the rest of the team later on. Does your team use a tool like Slack? That would be a great place to swap notes and takeaways.

From there, you’ll head to a keynote from Jen Rodstrom, Temkin Group: Want Great Customer Experience? Don’t break the Six Laws.

Next, your team will head to the track sessions you planned out earlier, before meeting back up for lunch and a keynote from Patricia O’Connell and Thomas Stewart: Woo, Wow & Win: Service Design and the Future of Marketing.

After a networking break in the Customer Experience Lounge, your team members will head back out to their track sessions. Following the track sessions, join up with the team for our exciting closing keynote featuring Joel Book, Salesforce: Marketing in the Era of the Connected Customer.

Then it’s time to put away your notes and get ready to mingle! We have a conference wrap up (and we’ve heard something about prizes), plus a closing reception in the Customer Experience Lounge, your final chance to connect with other local marketing pros.

After the Conference Compare your notes! You all learned so much during the full-day event. Afterward, it’s time to come together to share what you learned and start to figure out implement it all.

Make an action plan. You likely have a lot of ideas. Which one should you all tackle first?

We’ll be distributing the presentations after the event — keep an eye out so you can bring them back to the office and share among the team.

Looking to continue the learning? Check out one of our upcoming Signature Speaker Series events or monthly Shared Interest Groups (SIGs) to keep your team’s momentum going!

You’re a Market Researcher

Plan Your Day Before 9/22, take a look at the Ignite! agenda and think through how each session speaks to your professional goals for the conference. Also, we encourage you to learn more about our event partners (84.51, Wyzerr, Consumer Clarity, the Xavier University Center for Customer Analytics and The Creative Group) who are also passionate about CX, market research, and analytics.
During the Conference After registration, your day begins in the Customer Experience Lounge, where you can introduce yourself to fellow attendees and make sure your game plan is set for the day.

You’ll start at the opening keynote from Jen Rodstrom, Temkin Group: Want Great Customer Experience? Don’t break the Six Laws. Then, it’s time to break into track sessions.

You’ve probably noticed that Ignite! has a whole track dedicated to Customer Insights — we consider Insights the kindling to build your fire. Maybe that track is the reason you registered. If so, you already know that you’ll be spending your day in our Insights track!

However, if you want to get a taste of all of the tracks, here are some sessions we think you’d find particularly valuable as a market researcher:

9:50 – 10:35 a.m. Loyalty: The Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions, featuring Noah Fleming, Fleming Consulting & Co

10:45 – 11:30 a.m. Behavior: Optimizing Customer Experience to Change Behavior — What We’ve Learned from Helping Millions of Families Get Things Done, featuring Chris Bergman and Matt Nitzberg, FamilyTech

1:30 – 2:15 p.m. Insights: Using Technology, Data and Analytics to Create a World-Class Customer Experience, Evan Carroll, Evan Carroll & Associates

2:25 – 3:10 p.m. Brand: Stop Counting Impressions. Make One. Dan Barczak and Sherwood MacVeigh, Hyperquake

You’ll break from the track sessions for lunch and the keynote from Patricia O’Connell and Thomas Stewart: Woo, Wow & Win: Service Design and the Future of Marketing.

Throughout the day, keep an eye out for representatives from those event partners we told you about before. This is SUCH an exciting opportunity for market researchers to get connected to so many facets of the Customer Experience, along with other pros from the region who share your passion.

The final keynote of the day features Joel Book, Salesforce: Marketing in the Era of the Connected Customer.

The conference wraps up with a closing reception in the Customer Experience Lounge, your final chance to connect with other local marketing pros.

After the Conference We will be sharing the day’s presentations with attendees after the event. Make sure you get those presentations so you can reference them in the days, weeks, and months following the conference as you work to ignite your organization’s customer experience!

Make a post conference to do list of what actions items you want to implement, but then prioritize and present to your team. What takeaway is the most important to apply?

Did you know that AMA Cincinnati has a Shared Interest Group (SIG) dedicated entirely to marketing research? Through our Marketing Research SIG, we offer a regular forum for marketers and marketing researchers to network and discuss marketing research issues, trends, techniques, and methodologies, as well as industry challenges and opportunities. We’d love to see you at our next event. Even better, if you join AMA Cincinnati, SIGs are free!

You’re a Marketing Team of One or Small Business Marketer

 You’re a marketing team of one or small business marketer, and you’re registered for Ignite! Bravo! Your boss is already impressed by your initiative and drive to ignite your company’s customer experience. (Haven’t yet registered? There’s still time — register here!)Your next step is prepping for 9/22! Here are some tips for making the most of your day at the Ignite! conference.
Plan Your Day A full-day conference can be overwhelming when you’re on your own. How do you choose which session to attend? Before the conference, think through the following…

  • What are your objectives in attending the conference?
  • What are you struggling with? Is there a specific area where you’re looking for inspiration?
  • Or, is there a specific topic you’ve always wanted to learn more about?

Ignite! has something for everyone. Check out the agenda in advance to see which sessions appeal most to you and speak to your personal and professional objectives for the day.

During the Conference Ignite! is your oyster. You can benefit greatly by connecting both with other small business marketers who understand your perspective and with those who are part of larger marketing departments (or maybe even attending as a team!) to get some fresh insight. Take advantage of networking breaks in the Customer Experience Lounge, the perfect place to start to build these relationships.

The keynotes give you a chance to join together with ALL of the Ignite! attendees and learn from our stellar speakers:

Have you figured out your personalized track session lineup yet? If you’re particularly interested in one of the track areas (Insights, Behavior, Brand, Loyalty), you can absolutely follow that track all day. It all goes back to your objectives you thought through above!

But for small business marketers or marketing departments of one, you might consider attending a session from each track to get a sampling of everything Ignite has to offer. Here are some sessions that could be particularly valuable for small business marketers:

9:50 – 10:35 a.m. Brand: How to Innovate Product-Market Fit with Lean UX, David Galownia and Chris Howard, Slingshot

10:45 – 11:30 a.m. Insights: Using your experience data to self-disrupt not self-destruct, Natasia Malaihollo, Wyzerr

1:30 – 2:10 p.m. Behavior: Building Empathy into Your Content Development for Improved CX, Autumn Heisler, Dooley Media

2:25 – 3:10 p.m. Loyalty: Motivating Sales and Loyalty Through Shared Passion and Purpose, Stan Phelps, Purple Goldfish

Throughout the track sessions, ask questions! How often do you get the chance to bounce your ideas off other creative and marketing pros? At small businesses, it can be easy for things to fall into a “we’ve always done it that way” mentality. Ignite! is an opportunity to be exposed to new ideas and strategies so you can return to the office fired up about customer experience.

After a day chock full of informative, engaging sessions, the closing reception in the Customer Experience Lounge is your chance to relax a bit and get to know other area marketing pros who you can continue to engage with after Ignite! ends. Don’t forget to bring business cards and collect cards from the people you meet!

After the Conference While your experience is still fresh in your mind, type up your notes and key takeaways for your own reference, and maybe a version to share with your boss or with other colleagues who contribute to your organization’s customer experience.

We’ll also be sharing the day’s presentations — keep an eye out for those! The presentations combined with your own professional perspective will be a valuable toolkit to bring back to the office as you think through a strategy of how to prioritize your next steps as you work to ignite YOUR customer experience!

Speaking of which, we know it’s tough being a small marketing department. If you still want to establish a go-to network, consider dropping by an AMA Cincinnati Shared Interest Group (SIG). Even better, if you join AMA Cincinnati, SIGs are free! And we always love seeing new faces there.

Remember those business cards you collected? Connect with your new friends on LinkedIn, Twitter, or via email so that you can stay in touch and hopefully continue the conversation — and continue building those professional relationships!

P.S. Are you following us on Twitter, LinkedIn, and Facebook? We’ll help keep the conversation going, too!

You’re a CMO or Senior Marketing Pro

If you’re a Chief Marketing Officer or senior marketing pro, Ignite! is a can’t-miss event. Why is that, you ask? Attendee and CMO Tammy Nelson says it best:

“I’m so excited that the AMA is bringing world-class CX speakers to Cincinnati! With more than two-thirds of CMOs now responsible for Customer Experience, it is a learn-it-or-be-left-behind skillset to be embraced. And, since brands are built on the experiences customers have with a company, marketing and CX are a perfect marriage.”

Tammy Nelson, CMO

SageSure Insurance Managers

Plan Your Day
During the Conference 9:50 – 10:35 a.m. Behavior: Developing a People-Aligned Culture that Motivates to Deliver, Dave Townsend, Intrinzic

10:45 – 11:30 a.m. Loyalty: The Promise and Peril of Customer Loyalty, Aldy Keene, Loyalty Research Center

1:30 – 2:15 p.m. Brand: The Digital Marketing Revolution is Redefining Experiential Marketing, featuring Jeffrey Miller, Iacono Creative Event Services

2:25 – 3:10 p.m. Insights: Climbing the Data Maturity Mountain, Cindy Daumeyer, Astronomer

After the Conference We’ll be distributing the presentations after the event. These will be great resources to bring back to your team.

You’re Looking to Get Connected and Grow Your Network

Plan Your Day Think about what you want to get out the conference, including the kind of network you want to build.
During the Conference It can be easy to feel overwhelmed at an action-packed, all-day conference like Ignite. If you’ve spent some time thinking about your interests and objectives before you arrive though, you’ll be able to go about the day more strategically.

Ignite! offers several formats for learning and networking:

The Customer Experience Lounge is designed for you! You’ll start the day there, meeting your fellow attendees, and you’ll have chances to stop back in throughout the day to keep connecting with new faces.

The keynotes give you a chance to join together with ALL of the Ignite! attendees and learn from our stellar speakers:

The track sessions dedicated to Customer Insights, Behavior, Brand, and Loyalty are your opportunity to personalize your conference experience. If you’re looking to build a diverse network, we suggest checking out a session from each of the different tracks. Your day might look a little something like this:

9:50 – 10:35 a.m. Insights: Customer Experiences Valued by Millennial and Gen Z Customers, Dennis Devlin, Consumer Clarity

10:45 – 11:30 a.m. Brand: Building Online Communities – Who has earned the right to bring their customers together, and what do you do with them then? Dawn Shirley, 84.51°

1:30 – 2:15 p.m. Loyalty: The Case for Relationship Reinforcement in the B2B Customer Journey, Don Gray, Sales Engineering Group

2:25 – 3:10 p.m. Behavior: FC Cincinnati and Dooley Media Kick Around CX and the Boiling Point of Fan Frenzy, DJ Switzer, FC Cincinnati and Matthew Dooley, Dooley Media

Throughout the sessions, don’t be afraid to ask questions and participate in discussions. We promise that you’ll get more out of the day if you’re actively involved!

After a day full of informative, engaging sessions, the closing reception in the Customer Experience Lounge is your chance to relax a bit and get to know other area marketing pros who you can continue to engage with after Ignite! ends. Don’t forget to bring business cards and collect cards from the people you meet!

After the Conference After the conference, we’ll be distributing the presentations. Keep an eye out for those so you can add them to your arsenal of marketing and CX know-how. And remember those business cards you collected? Connect with your new friends on LinkedIn, Twitter, or via email so that you can stay in touch and hopefully continue the conversation — and continue building those professional relationships!

In addition, we hope you’ll consider AMA Cincinnati as your go-to for networking and professional development. If you want continue to grow your network while learning about awesome topics and trends in marketing, consider dropping by an AMA Cincinnati Shared Interest Group (SIG). Even better, if you join AMA Cincinnati, SIGs are free! And we always love seeing new faces there.

Our YP group hosts happy hours and networking events — these are free and open to all, not just young professionals! You will notice the intelligence, ambition and energy of this group as soon as you walk through the door. You will also find enthusiastic participation and support from the broader AMA community, giving you direct access to current leaders and mentors.

If you want to learn more about AMA Cincinnati, we host a Coffee & Conversation every month. This is a totally informal setting where you can meet other members or prospective members and talk about your professional development goals to see if AMA Cincinnati is a fit!

One more thing: Are you following us on Twitter, LinkedIn, and Facebook? You should be! We use our social channels to share industry articles and tips, along with information about our other networking and professional development events.