Letting Loyalty Guide Your Customer Service

Date: April 3, 2008
Time: 10:00 AM Pacific/1:00 PM Eastern
Length: Approximately 45 minutes with Q & A

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Leveraging customer information to create targeted offers and promotions is only part of the loyalty marketing equation. The other part is to know how to prioritize customer needs based on their total value to your brand. Edward P. Foy Jr., co-founder and CEO of eFashion Solutions, has woven loyalty marketing principals throughout the e-commerce operations his company manages for the likes of DKNY, Playboy and Baby Phat. Ed will discuss how to create a customer-centric culture throughout an entire operation to improve customer loyalty. Drawing from client case studies, Ed will discuss how customer value determines how customer calls get routed and whether orders get fast-tracked.

Topics the webinar will cover include:

• Where operations can best recognize the most loyal, high-value shopper
• How brands reward loyalty on the operation's back end
• How operations and marketing can work together to reward best customers

Joining Ed will be David Rosen, Senior Vice President, Loyalty Lab.

About the Speakers

Edward P. Foy, Jr.

Ed is co-founder and CEO of eFashion Solutions and has spent his entire career in retailing and fashion, getting his start with Macy's Department Stores and later joining the wholesale business at Calvin Klein Jeanswear. As liaison between the sales and MIS departments, Foy was instrumental in the development of warehousing systems and reporting tools which maximized sales and inventory turns. During this time, Foy developed key relationships with retail buyers and regional merchandising managers from large specialty chain stores, which became invaluable for his e-commerce success.

David Rosen

David is an experienced loyalty marketing and CRM specialist. Prior to joining Loyalty Lab, David was SVP, Marketing for MyPoints, the internet's premier direct marketing and loyalty program, where he led customer acquisition, relationship marketing, strategic analytics and the company's retail shopping program. Previously, David was VP, Business and Product Development at e-commerce startup Chipshot.com and was a partner in Mercer Management Consulting's retail and consumer products group. David is a graduate of Dartmouth College and Stanford's Graduate School of Business where he received his MBA.

About the Moderator

Michael Greenberg

Michael is a veteran marketer who joined Loyalty Lab as Vice President, Marketing and served in expanding roles for three years, ultimately being named President in August 2007. Michael came to Loyalty Lab from Galyans, a publicly traded specialty retailer (now part of Dick's Sporting Goods), where he was Vice President, Marketing. At Galyans, he ran relationship, direct, credit, and interactive marketing, including management of the company's highly successful Rewards and Preferred Customer programs. Before that, Michael held management positions with several startups in e-commerce services. Michael began his career at Macy's West with positions in merchandising and planning. Michael is a graduate of Stanford University.

 

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