Mark Nardone

Executive Vice President
PAN Communications

Mark Nardone is the Executive Vice President of PAN Communications with 25+ years of experience in marketing and PR. He oversees the firm’s strategic direction across brand marketing and business development efforts. Mark’s ability to engage audiences and remain dynamic was the driving force behind PAN’s move to integrated marketing communications.

Mark has built PAN’s Voice of the Customer program from the ground up, leveraging strategy and exceptional customer experiences to help drive retention and revenue for the firm.

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PAN Communications   

Session

Workshop: Managing the Empowered Customer: How to build a Voice of the Customer Program that Fits into your Marketing Formula

In today’s experience-driven world, too many marketers fail to recognize the value of building customer advocates and turning them into a valuable asset along the brand experience. Customer advocacy (or lack thereof) can make or break a brand. This session will show you how to integrate a Voice of the Customer program with your existing marketing strategy – whether you’ve started mapping towards one or not – and how to tie customer advocacy to the bottom line. You’ll hear real-life examples of the successes (and failures) of an established VoC program from someone who has led CX efforts for over 25 years.

In this session, you will:

  • Discover the 5 key elements that will help you execute a Voice of the Customer program
  • Learn how to report the ROI of your customer advocacy efforts and showcase the lifetime value they hold when impacting your “funnel” initiatives
  • Hear real-life examples of the successes and failures of an established VoC program

Monday, November 04, 2019

2:00 - 4:00 PM

VoC & Customer-Driven Design

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