Customer Loyalty & Retention Conference


Andreea Micu, Managing Partner at Intensity Consulting, presented “Strategies to retain customers in the current economic crisis”, at the first edition of Customer Loyalty & Retention Conference.

Loyalty in current ecconomic crisis

Thurday, 29 october 2009 – Madalina Vilau, owner Expo Media, organized the first edition of Customer Loyalty & Retention Conference and Expo. The event took place at the National Institute of Stastics in Bucharest. Specialists and managers from Loyalty&Retention departments, Customer Service Managers, and Marketing specialists attended the event.

Event agenda:

1. Complaints – instuments to get loyal customers – Aryana Popescu, Consultant and Senior Trainer, Customer Service School

2. Relationship between Loyalty, Retention and Customer Relationship Management – Galia Donath Levitan, Senior Consultant, RTR, Management Challenges
Key areas
– How can we increase customer loyalty through CRM concept;
– Value model concept and customer loyalty.

3. Strategies to retain customers in the current economic crisis – Andreea Micu, Managing Partner, Intensity Consulting
Key areas
– Why do companies lose customers?
– Which are the costs of losing a customer?
– What are the problems in retaining a customer?
– How to develop an effective customer retention program?
– Which are the indicators to measure succes?

4. Panel discussion – Romanian consumer in the relationship Brand – Loyalty
Moderator: Cosmin Nae, General Director, Quantix Marketing Consulting
Key areas
– Define loyalty;
– Loyalty – between heart and card. Loyalty program;
– Consumer loyalty on different industries– FMCG, long term products, retail, services, etc;
– Loyalty measurement.