PMC SUMMER SHOW 2013 FREE SEMINARS
(All held in 2nd Floor Learning Forum)
Using Customer Listening Posts to Increase Sales and Loyalty
Whether large or small, every retailer needs to systematically listen to its customers and take effective action on what it hears. Customers have multiple options for communicating with companies, including calls, emails, surveys, on-line rating services, social media and word of mouth. By continuously gathering and acting on this information, retailers can improve their products and processes, create a more positive customer experience and increase sales. This presentation will show how an effective and affordable Voice of the Customer program can be built and managed in any business.
Peter Gurney is a Senior Director at NetReflector, a marketing research firm headquartered in Seattle. He is an expert in the design, deployment and management of Voice of the Customer (VOC) programs. Since the early 1990’s, he has helped businesses take effective action on VOC data to drive better business results and establish themselves as customer experience leaders. His work spans a wide range of industries, including retail, hospitality, financial, technology and telecommunications.
Peter is also the author of numerous articles on customer experience trends and research. His by-line has appeared in a wide variety of business and trade journals, and he is a contributing author to the college textbook, Customer Experience Management, Concepts and Applications.
Make Holiday Magic
Whether you operate a specialty shop, a hospital gift shop or museum store, the holiday season is usually your chance to shine. But regardless of whether your busy season falls during winter, spring, summer or fall, these tips are sure to lure shoppers all year long. We’ll cover vital pointers for making the most of your holidays and other busy seasons, with an emphasis on merchandising, busy season planning and management. Specific “do it today” reminders will be presented by a thirty year merchandising and management veteran. Your questions and idea sharing are welcome and will make this fast paced presentation a valuable experience for all kinds of stores.
After serving as buyer/manager for nationally noted local crafts gallery La Tienda and as Assistant Director and buyer for Seattle retail powerhouse FireWorks, Miriam launched Works Consulting in 1993 to offer solutions to new and transitioning stores. She has consulted for a wide variety of specialty retail, museum and healthcare shops throughout the country and has been a speaker for the Museum Store Association, the American Craft Council, The Buyer’s Market of American Craft, Campus Stores Canada and many local organizations. Miriam’s entrepreneurial joie de vivre and wide ranging practical background in specialty retail provide clients and audiences with down to earth solutions to their store design, buying, staffing and merchandising challenges. www.works-consulting.com
Web AND Social Media Retailer Boot-Camp
Retailers are adopting social media and digital marketing as the new standards in effective customer outreach and sales generation. An interactive, web-based experience is now a necessary component to retail success. Steve will demystify and provide hands-on strategies for maximizing Facebook, Twitter, YouTube, Pinterest, Polyvore, Google+, Mobile Commerce and Search Engine Optimization. Learn how to enhance your digital interaction for a mutually beneficial relationship for you and your customer.
Steve is Managing Director and Founder of ProMotion Arts whose clients include Microsoft, Starbucks, Ikea, General Mills, T-Mobile, Woodland Park Zoo, Bill and Melinda Gates Foundation and the Seahawks.Steve holds a number of professional certifications and has received numerous awards and repeated professional recognition, including selection as the 2005 Greater Seattle Business Association Business Man of the Year. He also serves on the boards of Antioch University and Seafair.