Converse, engage and delight. The customer has always been king but now they want 'power' on their own terms — especially as we need to tempt them to spend. Transparency and trust are the new order as customers look to each other for answers and recommendations. Retailers have to work harder to not only deliver the promise but also to go the extra mile and exceed expectations: expectations of service, of value and of experience.
In stream one you'll hear speakers from Omniture, Nielsen Online, Foresee Results, Reebok and The Buyer-Centric Commerce Forum delivering analysis, experience and lessons learned on consumer-focused issues including the customer journey, customer satisfaction and its measurement and quantification, customisation, personalisation and customer empowerment.
The day will be topped off by a panel session on social shopping with senior industry figures including MyDeco.com's David Kelly; Stan Laurent of Photobox; Carphone Warehouse's Guy Stephens; Katy Howell from Immediate Future and iCrossing's Antony Mayfield.
Full details of Stream 1: The Customer as King can be found on the Internet Retailing 2009 website.
• Internet Retailing 2009 takes place on Tuesday 13 October at the Novotel in Hammersmith, west London. The full conference agenda, along with speaker profiles, is now available online. Conference delegate and exhibition visitor registration is also now open.