Keep Your Customers Close with Loyalty

Share | Rate this Webinar: (Be the First!)   Thanks for your rating!

This FREE webinar was recorded on: April 22, 2009 4:00:00 PM EDT

Customer Loyalty is at the heart of an effective customer-centric strategy. Driving customer retention by identifying your best customers and increasing customer satisfaction is always smart business. Swedish Rail aimed to be a more profitable, modern, and customer centric organization through the launch of a customer loyalty program utilizing consumer insight and rewarding preferred customer behavior. Through this innovative and award winning approach, they were able to deliver rational and emotional benefits to the right customers, and monitor performance of these initiatives.

By successfully changing the corporate culture at all levels of the business, customers are placed at the heart of all decisions and activities throughout the company. They leveraged customer focus and the voice of the customer to drive strategic, tactical, operational, and situational decisions. As a result, Swedish Rail has obtained over 400,000 customers with an increase in average revenue per customer, and 25% of revenue is tracked back to these customer loyalty programs!

By attending our free webinar case study of Swedish Rail’s customer loyalty initiative, you’ll come away with:

• Best practices of multi-channel customer loyalty management that improve the overall customer experience and lifetime value
• How to use customer data to maximize customer insight at strategic, tactical, operational and situational levels
• How to craft innovative, timely customer loyalty programs that use VOC to deliver more relevant promotions and customer communication
• How to integrate partners more effectively into the customer loyalty process to boost loyalty program results
• Considerations when choosing the right customer relationship management (CRM) Application

Host:

Natalie Kouzeleas Senior Director Marketing & Loyalty Solutions EMEA Oracle

Natalie Kouzeleas is Senior Director Marketing & Loyalty Solutions EMEA at Oracle Corporation. Natalie has worked at Oracle for over ten years in a number of roles. Before joining Oracle she worked for several years within the Marketing industry running Marketing & Loyalty programs for a number of blue-chip organisations. She worked for several marketing agencies Wunderman, Carlson Marketing Group and Payne Stracey. Her clients included British Airways, Ford, Citroen, Nissan, Advanta and AA.

Natalie has a BA in Business Studies from Kingston University and a Post Graduate Diploma in Direct Marketing from the Institute of Direct Marketing.  Natalie lives in Italy and has three children.

Presenter:

Claes Lindholtz Director Customer Program and Customer Analysis Swedish Rail

Claes Lindholtz holds a degree in Business Communications and started his career in 1995 at Vattenfall (Europe's fifth largest generator of electricity and the largest producer of heat) where he worked for five years with developing Vattenfalls Internet and e-Business initiatives. In 2000, he left his position as Manager of e-Operations at Vattenfall to join the IT and Management consulting firm Milagro. At Milagro, he helped large and mid-sized companies (BMW, IKEA, Sandvik) develop and utilize online strategies, and held the CEO role for two years before leaving in 2005.

In December 2005, Claes joined the Swedish Railway as Director Customer Programs and Customer Analysis that includede the responsibility for the company's CRM initiative. During the past tree years, Claes has developed and launched a frequent traveller program for SJs customers and is currently developing a program for SJs corporate customers. Claes is currently the sponsor for SJs largest ongoing business development program (including five big projects) with the objective to create and maintain the relationship with SJs customers in order to offer the right product, to the right customer, through the right channel and at the same time reduce time to market.