| Trust—New Challenges
For Design & Customer Experience
A DMI Summit Exploring Innovative Approaches to Managing
Design & Measuring Results for Brand Loyalty
November 18-20, 2002
Lighthouse International, New York, NY, USA
Overview
Experiences of the last year have shaken the foundation of trust
in business and society that we used to take for granted. Some of
the reasons for this are obvious, others are more difficult to sort
out. The full extent of this loss of trust has not yet become clear,
but what is clear is that trust is an important building block in
creating a positive customer experience. So where do we go from
here? How has this erosion of trust affected the fundamental structure
of your brand? What aspects of your corporation’s reputation
are now suspect? How can they be measured and remedied? What is
the impact of changes in trust on valuation of customers, brands,
and innovation? What are the roles of design and marketing in this
process?
The critical challenges facing us now are rebuilding and sustaining
trust
in this changed world, and then measuring and understanding the
results of our efforts in order to create continuous improvement.
These pressing issues have emerged at the core of design and marketing
management’s responsibilities and they need immediate attention,
dialogue, and understanding.
The event will be held in collaboration with Columbia Business
School's Center
on Global Brand Leadership and Lippincott
& Margulies.
Reception Sponsor
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