The Marketing SIG Presents...

Let Them Complain
How to Leverage the Voice of the Customer

Learn how to analyze customer feedback to positively impact your CRM marketing.
  Both large and small companies have the need to implement measurement tools for increased ROI and visibility, especially in this economy, yet many do not know how to begin.  This event will showcase a panelist discussion on monitoring tools and how to positively leverage the voice of the customer in marketing efforts.  It will also include a case study that will leave you with actionable insights on how to implement measurement, reporting and analytics in digital marketing.  The panelists will discuss tools that use the voice of the customer to innovate, improve processes and tell more insightful stories.  The tools discussed will be those that monitor not only social media but also the integration into CRM and traditional news and the panelists will clarify what the right channels are to use these tools.

Bill Stephenson

Vice President,
Advertiser Solutions - Nielsen ONLINE

Bill Stephenson has been consulting companies on consumer-generated media (CGM) measurement and management since 2001 when he left Ford Motor Company to join an early pioneer in the CGM space called Intelliseek. Intelliseek merged with its main competitor BuzzMetrics which was then acquired by the Nielsen Company.  BuzzMetrics joined NetRatings to form Nielsen Online, a division of the Nielsen Co.
Since 2001, Bill has worked closely with managers and executives from just about every automaker in North America to help them monitor, measure, and manage the buzz about their company, products and competitors.  In January, 2008, Bill took a leadership role and now manages the Automotive, Pharmaceutical, Retail, Financial Services and Travel sales and client services team for Nielsen Online which counts the top companies in each of these industries as clients.  Prior to joining BuzzMetrics, Bill worked for the Lincoln-Mercury division of Ford Motor Company, where he was involved in acting on social media for the Lincoln brand team.  Prior to Lincoln-Mercury, Bill spent nearly six years at Nissan North America in various areas of the business including Consumer Affairs, Market Research, Planning, and Dealer Operations. 

Natalie Malaszenko
Director of E-Commerce,
Natalie Malaszenko serves as the Director of E-Commerce for PETCO Animal Supplies, Inc., primarily responsible for online marketing including email, affiliate/3rd Party, SEO, SEM, and online banner advertising programs, and collaboratively, the social media program. She and her team recently launched the grass roots movement, Generation Natural Pet, which uses social media to promote PETCO’s leadership in the natural and organic space for pets. The movement is gaining momentum and recognition including a recent award from Pet Alive for being one of the “Top Ten Pet Lovers You Should Follow on Twitter!”. Prior to joining PETCO, she most recently led Global Operations for Dell’s social media program and launched Dell’s very first viral marketing campaign, Project Nerd Buddy. She has over 12 years experience in marketing and online and holds a BA in Psychology from the University of New Mexico.

Dan Flanegan
Founder & CEO, Brand Anywhere

Dan is the founder of Brand Anywhere a mobile marketing consultancy that advises brands & agencies and is also the VP of Strategy & Client Services for BrandInHand, a full-service, end-to-end mobile media and marketing company that focuses on helping brand marketers win using mobile.  In 2003 Flanegan co-founded Soapbox Mobile, a leading mobile marketing platform provider. While serving as CEO, Dan was responsible for the company's vision, market leadership and mission of helping companies improve communication via the mobile channel.  While at Soapbox Dan was instrumental in creating a next generation mobile marketing and CRM platform that has powered the mobile campaigns of numerous brands including Levis, MobiTV, Guinness, The Vans Warped Tour, Procter & Gamble, W Hotels, General Motors and many others. Soapbox was acquired in 2007.  Dan is a recognized mobile marketing & advertising expert and has been quoted by various publications and media outlets, including Red Herring, ClickZ, MediaPost, OMMA Magazine, Mobile Marketer, The San Diego Business Journal, ABC, NBC, Fox News, Box Office Magazine, The San Diego Union Tribune, UPI, Wired, Marketing Sherpa and Wireless Week.

December 4th 2009

7:30AM - Registration/ Networking/ Breakfast
8:00AM - Program Begins
9:30AM - Program Ends


4401 Eastgate Mall
San Diego CA 92121-1909

Pre-Registration: (Please Pre-Register by noon on 12/3/09)
$10.00 - CommNexus Sponsor
$20.00 - Non-Sponsor

At the Door:
$20.00 - CommNexus Sponsor
$30.00 - Non-Sponsor

Students, Military & Press: FREE

Questions? Contact Bailey Cunning at


Friday, December 04, 2009
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4401 Eastgate Mall
San Diego , CA 92121-1909