Join Jessica Harley, Vice President of Customer Marketing, at Gilt Groupe, the “flash sales” success story, and Ernan Roman, Relationship Marketing thought leader and 2011 Marketing Hall of Fame inductee, to learn how to achieve unprecedented levels of new sales, repeat sales and customer engagement. Also learn 3 critical new Voice of Customer research insights which are essential for your social and multichannel strategies: the new pushback against encroachment into Facebook “safe space”, heightened expectations for relevance, and the different needs of “proactive” vs. “spoon-feed me” online customers. Plus, learn how Gilt is transforming the online customer experience. As an invitation-only online shopping site, Gilt is partnering with customers to create highly personalized and relevant shopping and customer service experiences. Customers have voted with their wallets propelling Gilt to over $400 million in annual revenue in 3 years. Learn how they have used Voice of Customer data to lift sales in both the email and web experience, resulting in increased customer conversion and higher repeat rates. Gain insights into their efforts to push customer service into the social arena. The speakers will leave you with 5 operational tactics that will transform your business for these two critical customer touch points.