The New World of Technology

Leverage Business Intelligence for Customer Loyalty & Retention

Leveraging data by identifying what drives customer loyalty and engagement, companies can begin to develop best practices that will have a direct impact on customer retention and profits.

60% and 80% of defecting customers describe themselves as “satisfied” or “very satisfied”. Just before they leave.
Business Week

Kroger and dunnhumbyUSA will be speaking about their joint partnership. They will share how they use customer insight to aid in building customer loyalty and retention.

Learn how to better support your brand by understanding your customers. ThinkVine will share their approach to helping large marketing organizations assess and attribute the ROI for all marketing dollars spent across various initiatives.

The Cincinnati Zoo started using Business Intelligence in 2010 to enhance their strategy of driving quantifiable business results. They are forecasting over $350K in new revenue and 50,000 new visits in 2011. Their efforts are already providing positive business results to the zoo.

This event is for business executives and IT professionals that use and need analytical data This BI Symposium provides a forum for sharing ideas, stories, experiences and business cards.

Date

MAY 26TH, 2011
8:00AM – 1:00PM

Location

Kingsgate Marriott Conference Center
151 Goodman Drive,
Cincinnati, Ohio 45219

SPEAKERS

• Ted Sarosy, Vice President Customer Loyalty Insight/Relationships, The Kroger Co.
• Vince Fehrenbach, Vice President, Kroger Client Team, dunnhumbyUSA
• Damon Ragusa, President/CEO, ThinkVine
• John Lucas, Director of Operations, Cincinnati, Zoo & Botanical Garden
• John Wagner, Human Behavioral Specialist, Wagner Seriously Funny

AGENDA

7:30am – 8:00am Registration and Continental Breakfast

8:00am – 8:15am Close the Gap – Help People Help You – John Wagner, Human Behavioral Specialist, Wagner Seriously Funny

People like to help other people. The key to closing the gap and reaching your goals when you need other people is actually…YOU! Come prepared to lighten up and learn three simple secrets that will enable you to get from where you are now to where you want to be. This Seriously Funny presentation will give you the FUN-damentals for success.

8:15am –9:45am Customer Insight to Earn and Grow Loyalty – Ted Sarosy, VP Customer Loyalty Insight, The Kroger Co. & Vince Fehrenbach, VP Kroger Client Team, dunnhumbyUSA

Learn about the partnership between Kroger and dunnhumbyUSA to gain insight into how their successful strategies have delivered measurable results. In 2003, the companies created a partnership and a Customer 1st Strategy that is simple and powerful. The strategy is a permanent change in mindset, culture and commitment; it’s a journey that is very successful, even during tough times.

9:45am –10:00am Coffee Break & Conversations

10:00am –11:00am Innovation in Analytics: Linking Business Intelligence Back to the Consumer – Damon Ragusa, President/CEO, ThinkVine

Much of business and marketing analytics conducted today is done so at an aggregated level. Whether aggregate at a region or market level or even assessing the performance of an individual campaign the focus is drawn away from the consumer we’re trying to reach. Arguably much of BI is still focused on aggregate accounts of what has happened in the past. But there are emerging approaches to building truly bottom-up models of marketplace behavior that are transforming the way companies analyze, draw insight from and strategize around supply chains, organization structure, economic forecasting and others. For example, firms spending hundreds of millions of dollars to support brands require accountability in today’s ever fragmenting marketing landscape.

ThinkVine CEO, Damon Ragusa, will discuss how one such approach, Agent-based Modeling, can be used as a framework to helping large marketing organizations assess and attribute the return on investment for all marketing dollars spent across traditional and digital media, social media, promotions, events and every other measureable (and many non-measureable) marketing vehicles.

11:00am –12:00am Attraction Insight: Using Analytics to Fuel Your Mission – John Lucas, Director of Operations, Cincinnati Zoo & Botanical Garden

The Cincinnati Zoo began looking at analytics to drive business results after a careful examination of our previous “system architecture” revealed that we were not positioned well to maximize the power of information into insight and results. Prior to this project, we had 4 different systems that captured data on our guest spending and behavior, and none of the systems “talked to each other”. As a result, we were blind to nearly everything with a single view of our business.

This project involved putting all of our points of sale on a single system. Additionally the point of sale system that we selected has advanced functionalities such as a customer loyalty program, stored value/gift cards, and upsell functionalities that – combined with a comprehensive strategy on driving specific business results – have enabled us to maximize the use of advanced reporting and analytics. Using analytics, the Zoo forecasts an increase of over $350,000 in new revenues and 50,000 new visits in 2011 as a direct result of using analytics. Since going live in 2010, we have already experienced significant gains with in-park spending and enhanced marketing tools that have already provided positive results.

12:00am – 1:00pm Lunch /Speaker Panel Discussion