Rich Hein

In this opening keynote address, Americus Reed discusses the “Identity Loyalty Imperative” - the business case for customer relationships that create deeply emotional and lifelong connections with customers, by internalizing your product, brand, service, or organization as part of who they are. 

Reed will describe how to create identity loyalty from scratch. How to monitor and nurture it over time and how to make sure that the brand can, through word of mouth and advocacy, create a community of fierce loyalists who will protect the brand, defend it and do its marketing for free.

The concept of Identity Loyalty is a powerful tool to utilize the psychology of affiliation, tribalism, and belonging to create a connection that becomes virtually impossible to sever. 

In this keynote you will:

• Hear Reed describe the process of creating “Identity Loyalty”
• Consider brand identity and consumerism as it applies to building customer trust at any stage of the customer lifecycle
• Discover ways to make your product, service or organization more resilient

Do you have the keys to drive your customer’s digital behavior?  With data in hand, businesses require a well thought out design for understanding and acting on the data.  Companies who knew how to leverage customer data in 2020 had an upper hand in surviving an economically tumultuous year, by not just responding to data, but driving customer activity based upon it.  With a global recession anticipated to last through 2022, according to the World Economic Forum, businesses who re-up their customer journeys using customer activity data effectively will have an upper hand in thriving through the recovery.

In this discussion, panelists will share:

• How their data activation methods succeeded in supporting their success in 2020
• What changed in their customer journeys, and the role of their Voice of Customer programs in garnering deep, critical insights
• The business and economic trends they’re monitoring as potential customer activity influencers 
• How leveraging customer data effectively helped them change on a dime to meet customers where they were at