Consumer Complaints Conference 2012

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Monday, May 14

6:00 pm - 7:00 pm            Registration  

6:00 pm - 7:00 pm            Welcome Reception (Salon A)              


Tuesday, May 15

7:00 am - 5:00 pm            Registration 

7:00 - 8:00 am                  Breakfast Buffet (Salon A)                                                                                                      

8:00 - 9:15 am                  General Session (Salon B)

Consumer Coupon Fraud:  Counterfeits, Decoding and other Extremes
Most people are honest, but there are always wolves among the flock.  Learn the tricks professional scam artists use to steal from your company while masquerading as consumers.  This session will cover a wide range of scams and rip-offs and make use of published guides obtained from the depths of the Internet.  Once you learn to think like them, you’ll be in a much better position to protect your bottom line.

Bud Miller, Executive Director, Coupon Information Corporation 

9:15 - 10:00 am                 General Session (Salon B)

Best Practices for Protecting Your Most Valuable Asset – Your Brand
Whether faced with a product recall or general consumer complaint, it is critical to protect your most valuable asset – your brand. Because it takes mere days or weeks to destroy a brand built over decades, companies must take extra care to protect their reputations when they are under any level of scrutiny. There are steps that can be taken to not only minimize the impact of a recall, but do so in a manner that protects the public, protects the brand and closes out the recall quickly and efficiently. This session will explore best practices for effective recall execution, product retrieval and consumer complaint management.

Brian Harty, Development Manager, Recall/Retrieval/Quality Assurance, Stericycle

10:00 - 10:15 am              Refreshment Break

10:15 - 11:00 am              Concurrent Breakout Sessions

Session A: Food Safety Modernization Act – An Industry Perspective (Maple Room)
The Food Safety Modernization Act (FSMA), which was signed into law in early 2011, represents the most significant food safety reform in 70 years and will have a major impact on the food industry. This presentation will give an overview of the law and what it means for the food industry,internationally and domestically. GMA has taken a leadership role on FSMA within the food industry, developing an extensive program to aid the industry in implementation of the law. GMA’s accomplishments over 2011 and next steps will be presented.

Peggy Rochette, Senior Director, Global Strategies, Grocery Manufacturers Association

Session B: The Buzz About Front-of-Pack Labeling (Oak Room)
Front-of-pack nutrition labeling is a hot topic in nutrition and food labeling, and the systems are designed to help busy consumers focus on nutrition while shopping for food.  Approaches range from the GMA-FMI Facts Up Front system to the recommendations of the Institute of Medicine. This presentation will explore the past, present, and future of front-of-pack nutrition labeling and comparable shelf-labeling systems, emphasizing the consumer-oriented features of the major approaches.

Robert Burns, Ph.D., Vice President, Health and Nutrition Policy, Grocery Manufacturers Association

11:00 -11:15 am               Refreshment Break

11:15 - 12:00 pm              Concurrent Breakout Sessions

Session A: Placing Complaint Handling Within the Broader Consumer Experience to Maximize Payoff (Maple Room)
Complaint channels are proliferating, making handling both more complicated and more visible to marketing and senior management.  John Goodman will first suggest how you balance your scarce resources to minimize risk while demonstrating to marketing and top management that well handled complaints can have a significant, measureable upside.  He will then address a number of operational do's and don’ts that will challenge current ways of doing business.

John Goodman, Vice Chairman, TARP Worldwide

Session B: What Are Consumers Saying About YOUR Company? (Oak Room)
In this session, take a quick tour of some of the largest coupon/consumer forums on the Internet and learn how to deal with challenging situations proactively and effectively.

Bud Miller, Executive Director, Coupon Information Corporation

Noon - 1:15 pm                  Luncheon (Salon A)

1:30 pm - 5:00 pm             General Session (Salon B)                    

Culturetopia: Establishing Customer-Defined Service Excellence
As the competition heats up for goods and services, organizations today struggle to be characterized by their customer service initiatives. During this presentation by Jason Young, you’ll find out what outrageous customer service can really do for your bottom line. Discover the meaning behind “customer-defined” service and how that may very well separate you from your competitors. Learn to make the most of those moments of truth that face your organization to leave a legacy of service. Identify the sources of service breakdowns and what it really takes to make a clear path to recovery. You’ll discover that your commitment to service excellence can help your organization make a name for itself and leave its mark. You’ll never view the value of a customer the same again!

Jason Young, President, LeadSmart, Inc

3:00- 3:15 pm                    Refreshment Break

5:00 pm - 6:00 pm              Networking Reception (Salon A)


Wednesday, May 16

7:00 am - 12:00 pm             Registration 

7:00 - 8:00 am                     Breakfast Buffet (Salon A)

8:00 - 8:45 am                     General Session (Salon B)  

The Impact of Social Media in the Post-FSMA Environment
Because of the recently enacted Food Safety Modernization Act (FSMA), pressure to effectively manage social media is rising in contact centers. This session will look at best practices that enable contact centers to manage their contacts from the social channels and provide insight to the organization as well as consistent responses to customers. 

Rhett Parsons, Senior Industry Consultant, Food and Beverage, Astute Solutions    


8:45 - 9:30 am                   General Session (Salon B)

Trends in Consumer Engagement
Customer experience has evolved from addressing immediate dissatisfaction into taking all the various touch points – before, during and after each purchase decision – into account. One of the ways companies can examine and evaluate these touch points is through consumer engagement. In this session, take a look at what some companies are doing today to build stronger, longer-lasting relationships with their customers and get answers to questions such as:

  • How are CPG companies identifying and acknowledging customer loyalty?
  • What strategies are they using to get to know their consumers’ opinions, needs, wants and influencers?
  • What questions do companies need to ask themselves to ensure they can effectively respond to the explosive growth of smart phones, iPads, social media forums and the like?

Tammy Cossairt, Vice President, Client Strategy, Telerx

9:30 - 10:15 am                  General Session (Salon B)

Food Fights: A Look at Emerging Issues on “All-Natural” Foods and Beverages
This session will provide an overview and an opportunity for discussion of market trends and litigation calling for greater clarity and regulation over the term “all-natural” on food and beverage labels.

Sidney W. Degan, III, Managing Partner, Degan, Blanchard & Nash

10:15 – 10:30 am               Refreshment Break

10:30 - noon                       Industry Roundtable (Salon B)

Consumer Complaint Management Roundtable:  Practices and Procedures to Protect Your Brand
In this discussion, representatives from three manufacturers and the head of the GMA Claims Program will discuss procedures for handling consumer complaints with the end goal of avoiding litigation and protecting your brand.  Topics will include responding to media threats, dealing with difficult or unreasonable demands, and dealing with attorneys.  Additionally, the panel will take questions from the floor about responding to specific problems encountered by attendees.    

Moderator: Steve Leslie, Esq., Senior Manager  and Counsel, Claims Program, Grocery Manufacturers Association

John Lovro, Director of Quality Assurance, Sun Products
Marie Shubin, Director, Global Commerce Relations, E. & J. Gallo Winery
Cathy Dial, Director, Consumer Affairs, Frito-Lay, Inc.


12:00 pm                             Closing Remarks/Meeting Adjourned