Cargill’s Customer Engagement Measurement Approach: Metrics and Operation
Date and Time
Date: Tuesday, Mar 7, 2017
Time: 7:30AM - 9:30AM
9320 Excelsior Blvd, Hopkins MN
Whether in B2B or B2C, listening to our customers and taking action can drive competitive advantage. But, how do you listen effectively to customers as diverse as Cargill’s? Cargill, one of the world's largest, privately-owned businesses, provides food, agricultural, risk management, financial and industrial products and services. In our 150 years we’ve grown from a single grain elevator to a company with 150,000 employees in 70 countries.
To listen to their broad variety of customers around the world, Cargill leveraged the size of both their company and partner, TNS, to build a new type of measurement model and process. Cargill’s program recently won the silver award for customer insight from Loyalty 360 for taking the voice of the customer and translating it into measureable impact for the customer base.
Key takeaways from this session will include:
• How highly complex organizations can leverage flexibility to increase program effectiveness
• The importance of building internal support for all Customer Experience (CX) and engagement initiatives
• How proper metrics and relevant partnerships inform effective program design
Lori Laflin, Global Customer Engagement Reach Program Manager, Cargill
Katherine Gustafson, VP Customer Strategies, TNS Global
|7:30-8:00am||Registration and Networking|
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