Specialty Graphic Imaging Association (SGIA), Fairfax, Va., will host keynotes from Jay Baer and Scott Wozniak at its THREADX 2020 conference, to be held Feb. 23-25 in Scottsdale, Ariz.
Baer and Wozniak will discuss successful approaches for increasing customer fan bases and how to address not-so-raving reviews, respectively.
Opening the conference with “Hug Your Haters: How to Embrace Complaints and Keep Your Customers,” Baer, founder of Convince & Convert consulting firm, will share how to turn negative online reviews into opportunities.
“Today, every online customer interaction is a spectator sport,” Baer says. “It’s not just about answering the one customer who left a review or provided feedback. Instead, it’s about the tens, hundreds or thousands of other potential customers that are watching the interaction. This is why it’s key to answer every piece of online customer commentary, positive or negative. And wherever possible, to do so fast. Brand-new research shows that faster service creates better reviews and happier customers.”
In addition to founding five multi-million-dollar companies, Baer is a six-time best-selling book author. His consulting firm provides strategic counsel to high-profile brands and organizations including Caterpillar, Oracle, 3M, adidas and the United Nations. A regular presenter on customer experience and service, and host of the award-winning Social Pros Podcast, Baer was recently inducted into the Professional Speaker Hall of Fame and the Word of Mouth Marketing Hall of Fame.
Wozniak, CEO, Swoz Leadership, will close THREADX with his presentation, “Raving Fans.” Sharing real examples and practical tools, Wozniak will help attendees go beyond a base of merely satisfied customers motivated by price to develop a loyal following.
“In our global village connected with e-commerce, it’s easy to get lost in the crowd,” Wozniak says. “Some companies have managed to serve their customers in a way that creates raving fans, year after year. My talk at THREADX will show how they did it and how attendees can build their own ‘Raving Fans Engine.’ I know these methods work because not only have I spent 20-plus years studying the best companies in the world, I have had the chance to help build some of them.”
A three-time author, Wozniak spent eight years at Chick-fil-A’s headquarters working with the founding family and executive team to create leadership-development programs and company-wide initiatives. He still works closely with the company, in addition to sharing his strategies with other corporations’ leadership across six continents, including Silicon Valley startups, Ivy League universities and billion-dollar global firms.
For more information and to register for THREADX 2020, click here. — D.S.
