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Customer Experience & The New Majority Trends For 2020

Richard Shapiro & Mindy Figueroa

Friday, September 27, 2019 from 8:00 AM to 10:30 AM (EDT)

Customer Experience & The New Majority Trends For 2020

Ticket Information

Ticket Type Sales End Price Fee Quantity
Admission 3d 10h 31m $35.00 $0.00

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Event Details

This dynamic 2-hour seminar featuring leading business trend-spotters Richard Shapiro and Mindy Figueroa is for B2B and B2C professionals–business owners, execs, managers, and marketers who have a vital interest in the trends and innovations that will drive business success in 2020 and beyond.


In addition to identifying the top trends, Richard and Mindy will provide practical applications, share success stories and an action plan that any organization can implement to find and engage new clients, stay one step ahead of the competition, secure their existing base and grow the bottom line.


You will learn:

  • How innovative product and service support will continue to raise customer expectations—and how firms can and will meet the challenge

 

  • Breakthrough techniques that top firms are using to reach the right customer with the right offer at the right moment—the web, social media, and more

 

  • The New Majority trends: on the heels of Sephora’s new ad campaign of inclusiveness, we will explore how customer’s needs, attitudes, and buying behaviors are impacted by demographic trends and discuss the importance of tailoring sales and service approaches to any and all cultural and age groups you plan to serve

 

  • Strategies for incorporating a successful and tangible human connection in every customer channel and interaction with tactics leading to strong relationships, positive social media reviews and likes, and repeat business

 

  • Success stories and case studies to learn from and be inspired by
Have questions about Customer Experience & The New Majority Trends For 2020? Contact Richard Shapiro & Mindy Figueroa

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When & Where


Tower Club
100 SE Third Avenue
One Financial Plaza, Regions Bank Building 28th Floor
Fort Lauderdale, FL 33394

Friday, September 27, 2019 from 8:00 AM to 10:30 AM (EDT)


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Organizer

Richard Shapiro & Mindy Figueroa

Richard Shapiro

Founded The Center For Client Retention (TCFCR) in 1988 to provide customized research, training and consulting for Fortune 500 companies to generate a higher percentage of repeat customers.

Before founding TCFCR, Richard was VP of Customer Satisfaction and Client Retention with ADP. In his fourteen-year tenure, Richard created and managed the National Account Program and was General Manager of the company’s largest region. Sales rose from 40 million dollars to more than 4 billion, making ADP one of the most profitable global service enterprises.

Widely respected for his expertise and considered a thought leader in the areas of the brand loyalty research, the customer journey and retention, Richard has spoken at numerous conferences including the Society of Consumer Affairs Professionals (SOCAP), the International Quality In Service Conference in Karlstad, Sweden, DIA Medical Information Symposium, the American Management Association, the American Marketing Association, the American Society of Quality Control, Emory University’s Center For Relationship Symposium, Customer Experience Summit, the Global Contact Center Forum in Mexico City and the National Retail Federation’s Big Show at the Javits Center in New York City.

As an influential force in customer relationship management and top-ranking customer experience blogger, Richard has been interviewed by The New York Times, The Associated Press, The Wall Street Journal, Boston Globe, Newsday, The Today Show, ABC World News Tonight, CBS news and Fox Business News as an authority in his field.

Richard is a member of the Luxury Marketing Council, Retail Marketing Society, Fashion Group International, The Strategic Forum of New York & Florida and heads the Customer Experience Meet-Up for Manhattan and the Greater Miami/Fort Lauderdale Areas. He is an adjunct professor at FIT, Fashion Institute of Technology.

Richard is on the Corporate Advisory Board for Comunilife, Inc.’s Life is Precious™ program that supports social services for at-risk Latina teenagers. He is the Chair of the organization’s annual fundraising breakfast.

He is the author of The Welcomer Edge: Unlocking the Secrets to Repeat Business, published in 2013. His new book, The Endangered Customer: 8 Steps to Guarantee Repeat Business, was released in February 2016.

Richard holds a BA degree in Marketing from the University of Bridgeport and an MBA from Fairleigh Dickinson University.

 


 

Arminda “Mindy” Figueroa

Founder and CEO, Latin2Latin Marketing + Communications (L2L) is celebrating her 12th year at the helm of L2L, a multiple award-winning engagement solutions agency headquartered in downtown Fort Lauderdale with satellite offices in NY, NC and Puerto Rico. A true maverick, Figueroa is a long-recognized leader in the traditional, multicultural, direct and digital marketing fields. She has built a successful career focused on generating awareness of the essential role of the multicultural market in corporate America. Prior to launching L2L, Figueroa was Project Director for Scholastic Media, and oversaw the launch of the #1 ranked PBS children’s television series, Maya & Miguel. Previously, she held senior marketing positions at The Bravo Group (a Young & Rubicam agency), Univision.com, Verizon and Anheuser-Busch.

Figueroa is a sought-after presenter at industry seminars and conferences. Most recently, she served as a panelist for CHAT Summit (Cultural Heritage Alliance for Tourism), Radio Ink and Hispanic Unity of Florida’s E Summit on women entrepreneurs. Following the devastation of Hurricane Maria, Figueroa served as an advisor to Gov. Rick Scott for the South Florida relief efforts for Puerto Rico and is the proud founder of the philanthropic grassroots organization, Adopt a Puerto Rican Family. Figueroa served on the board of the Hispanic Federation for 16 years and helped raise more than $25M as part of the gala committee. Today, she is a board member of the Tower Club of Fort Lauderdale, member of the Corporate Advisory Council of Hispanic Federation, Hispanic Leadership Council of Greater Fort Lauderdale Convention & Visitors Bureau; a founding member of the Women’s Council of the Greater Fort Lauderdale Chamber of Commerce and serves on the Marketing Council of Hispanic Unity. She has been recognized by El Diario/La Prensa as one of the “50 Most Influential Latinas,” by South Florida Business Journal as one of the top “Influential Business Women of 2017,” and she also received the Golden Mouse Award for Multicultural Marketing Leader of the Year by the Florida Chapter of Women in Ecommerce. In 2018, she was awarded the Diversity in Business by the Greater Fort Lauderdale Chamber of Commerce. Most recently, she was selected as one of the FACES of Latin Marketing by the 50 FACES of Gold Coast Magazine.

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