event details
what	Fear No Truth How Honest Feedback Can Lead to an Integrated Customer Experience Program
when	Tuesday, January 20, 2009 8:30am to 10:30am (Doors open at 7:30am)
where	Gibsons 1028 North Rush Street Chicago, IL
cost	AMA Member: $55 Non-Member: $80
register	Hotline: (312) 280-0449

Fear No Truth

How Honest Feedback Can Lead to an Integrated Customer Experience Program

The urgency to measure and improve customer satisfaction has intensified in recent years as customers have begun to exercise, with greater confidence, their right to choose and switch suppliers according to how well or badly they feel they are treated by them.

This 2 hour in-depth discussion will provide attendees the opportunity to hear from top marketing professionals on the subject of the customer experience beyond just satisfaction surveys and significance testing. Attendees will walk away with a clear understanding of the best practices for designing, creating and implementing a customer experience program for use within their own organizations and the role of the marketing research department in the process.

Register Today!

Speakers

Rick Dow

Chief Marketing Officer
Midas International Corporation

Rick Dow was appointed Chief Marketing Officer for Midas International in June of 2003. Midas is one of the world’s largest providers of automotive services, maintenance and repair with over 2,700 franchised, licensed and company-owned Midas shops in 19 countries, including nearly 2,000 in the United States and Canada. Mr. Dow has held senior marketing positions in the fast food restaurant business, on-line publishing, international airline, and consumer package goods businesses, with a breadth of experience in domestic and multinational markets. Read Full Bio

Steve Levigne

Vice President, U.S. Consumer & Business Insights
McDonald’s Corporation

Steve Levigne came to McDonald’s 14 years ago in 1993. His McDonald’s career includes working in the corporate research department, and being the head of research and strategy for the Southeast and Central Divisions of the U.S. In his current role as Vice President of U.S. Insights, Steve leads a talented team toward their mission to provide information, analysis and insight to management to help drive the U.S. Business. Their insight and guidance have helped the U.S. business achieve unprecedented growth and consumer relevance within the market place over the past 5 years. Read Full Bio

Tim Simonds

Managing Director – Customer Strategy and Metrics
United Airlines

Timothy “Tim” W. Simonds is the Managing Director in the Marketing and Customer Experience division at United Airlines. He is based at the company's worldwide headquarters in Chicago. Simonds joined United in 2004 as director of marketing for Ted and United Express, where he lead the start-up and expansion of Ted, United Airlines low-fare airline, and launched explus – a United Express® service featuring state-of-the-art regional jets, which offer United First® and Economy Plus® seating. Read Full Bio

Moderator

Zafar Iqbal

Associate Professor of Marketing
DePaul University’s Kellstadt Graduate School of Business

Zafar Iqbal is currently Associate Professor of Marketing at DePaul University’s Kellstadt Graduate School of Business. Zafar earned his Ph.D. in Marketing from the Katz Graduate School of Business at the University of Pittsburgh, his M.S. in Industrial Relations from Iowa State University, and his B.E. in Mechanical Engineering from the University of Poona, India. Read Full Bio