Consumer Complaints Management Conference 2015

Program Agenda
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  • Wednesday, May 13
    5:30 - 7:00 pm                         Welcome Reception
    Sponsored by:


  • Thursday, May 14

    7:30 am - 8:30 am


    Breakfast Buffet
    8:30 am - 8:45 am Welcome, Opening Remarks, and Attendee Introductions
    Steven Leslie, Director and Counsel, GMA Claims Program
    8:45 am - 9:45 am 

    Leveraging Technology to Reduce Complaints and Resolve Claims
    John Goodman, Vice Chairman, Customer Care Measurement & Consulting

    With more than 40 years of experience, and more one thousand customer surveys under his belt, John Goodman is a true pioneer in the consumer experience industry.   In this session, join John as he tackles consumer engagement in the digital age.  Based on findings from his new book, The Customer Experience 3.0, John will explain how you can leverage technology to both reduce the number of complaints your company receives and resolve claims you do get more quickly and efficiently.

    9:45 am - 10:00 am

    Networking Break

    10:00 am - 11:00 am

    Panel Discussion:  Social Media Management - Replying to Feedback, Responding to Threats, Managing Contacts, and More!
    Jeanne Jones, Director of Customer and Consumer Affairs, ConAgra Foods (Moderator)
    Carmen Caccavale, Director, Consumer Relations, Dr. Pepper Snapple Group (Panelist)

    Lisa Appler, Guest Relations Manager, Brinker International (Panelist)
    Natalia Hernandez, Consumer Relations Digital Specialist, Pepsico (Panelist)

    Social media has vastly changed the landscape of how companies interact with their consumers.  On the positive side, interacting with satisfied customers can strengthen brand loyalty and lead to word-of-mouth advertising.  Conversely, unhappy customers can take their stories “to the people” without even reporting them to the companies first, or believe they can use the threat of “blasting” your brand on social media to receive a large pay-off.  This session will focus on how companies can effectively respond to both positive and negative contacts, as well as address other social media issues faced by CPG companies.

    11:00 am - 11:45 am 

    Your Brain and Food:  The Science of Taste and Resolving “Off-Flavor” Complaints
    Kevin Leahy, Esq., Dorsett Johnson & Swift

    12:00 pm - 1:00 pm Lunch
    1:15 PM - 2:00 PM

    Food & Beverage Industry Litigation Update
    Ann Havelka, Esq. and Jim Muehlberger, Esq., Shook, Hardy & Bacon
    In this session, two top food & beverage litigation attorneys will conduct a “year in review” of important industry litigation decisions and cases, and address how this is likely to impact claims handlers in 2015 and beyond.

    2:00 pm - 3:15 pm

    Working Group Activity:  Mock Recall Exercise
    Ryan Gooley, Recall Consultant, Stericycle ExpertSOLUTIONS
    In this session, attendees will split into groups and play different roles of a recall team for a manufacturer.  This exercise will focus on using consumer complaint history to assess and determine the cause or the recall as well as the appropriate corrective actions.

    3:15 pm - 3:30 pm Networking Break
    3:30 pm - 4:45 pm Working Group Activity:  Resolution Strategies for Real-World Claims
    Steven Leslie, Director and Counsel, GMA Claims Program

    Developing your claims management and customer service skills must include practice as well.  In this session, attendees will break into working groups, create a fictional company, and develop responses to actual claims that have been made against food, beverage, and CPG manufacturers.  These responses will then be shared with your fellow attendees, followed by an open discussion on how to approach each particular scenario.

    5:00 pm - 6:30 pm Networking Reception
  • Friday, May 15
    7:30 am - 8:30 am  Breakfast Buffet
    8:30 am - 11:50 am                                                                                                                       

    Are you Really Engaged?  The Golden
    Nuggets of Sales & Service
    Nancy Friedman, The Telephone Doctor

    She’s baaaaack!

    GMA is excited to welcome back Nancy Friedman,
    The Telephone Doctor, to its annual Consumer Complaint Management Conference.  Her    
    previous programs have been received with overwhelming approval, and she has a special presentation for
    this year’s attendees:

    Golden Nuggets of Customer Service. 
    The best of the best of Nancy’s customer service observations and tips.

    Engaging and humorous, you’ll again be laughing and learning ideas, skills and techniques you can use immediately and forever.

    11:50 am - 12:00 pm

    Closing Remarks and Adjournment
    Steven Leslie, GMA


  • Conference Speakers & Biographies