Overview

Retail Financial Services Research and Insight
Driving customer engagement, trust, and advocacy to increase customer satisfaction, retention and maximise your profitability

Two Day Conference, 19th & 20th January 2009
Masterclass, 21st January 2009

Now more than ever, knowledge of your customers needs translating into profitable business decisions

The current economic climate has resulted in low consumer trust and low customer acquisition, which is why it is a must for you to focus on customer satisfaction and retention to stabilize your customer base, whilst still driving your acquisition efforts. 

Research and insight underpins the success of your initiatives and is vital to ensure maximum return on your investment.  Focusing on strategic business issues and showcasing practical examples and insights from top financial institutions and experts in the field – this conference will ensure you deploy research and insight to make effective strategic decisions.  You will be given solutions that will enable you to increase positive customer experiences with your brand to ensure profitable customer retention and acquisition.

Topics that will be discussed include researching under tough economic conditions, developing insight into timely business decisions, utilising research and insight to effectively engage with the consumer to develop profitable and innovative new products and driving customer satisfaction, advocacy and acquisition.

Topics that will be covered on the day include:

• Maximising research and insight to support PR around your brand to achieve consumer trust and engagement
• Utilising insight to improve your customer’s experience on your website as the shift to researching and buying FS products online gathers pace
• Translating research into insight that builds consumer trust
• Out of industry case study – understanding consumer behaviour and future trends
• Deploying insight to successfully attract the customer to your product portfolio in tough market conditions  
• US case study - Experiences of how to effectively deliver new products that the customer genuinely needs and wants
• Translating research and insight, under tough economic conditions, into timely business decisions
• Using insight to sell to, and engage with, a disengaged market
• Regulatory perspective - enabling you to form a best practice for treating your customers fairly
• Utilising insight to understand the psychology surrounding your customer’s decisions and increase your customer retention
• Translating research and insight into business practices that ensure profitable customer retention
• Maximising research and insight to support PR around your brand to achieve consumer trust and engagement