Conference | May 14–15 Chicago Users Group | May 15–16

Program: Day One

Tuesday, May 14

  • 9–10:30 a.m.

    Creating Our Own Recovery

    Andy Paparozzi, Senior Vice President and Chief Economist, NAPL

    Waiting for the economy to turn around or the competition to shake out isn’t the answer. That’s why we have to make ourselves more efficient, more competitive and more valuable to our clients. This session will open with a review of what’s happening in our industry and what’s ahead. Mr. Paparozzi will also discuss actions we should be taking right now to create your own economic recovery. There is plenty of opportunity in our industry, but it’s just not found in the same old places or by doing the same old things.

  • 10:45 a.m.–Noon

    Panel: 3 Success Stories From the Trenches

    Moderator, Tawnya Starr, President PrinterPresence

    As a printer in today’s marketplace, there’s never a shortage of challenges. Hear from a panel of your peers who will share the one “thing” that they've done in their business that has made them successful. Three printers. Ten minutes a piece. Each will talk about their greatest success, their toughest challenge and how they conquered it.

  • 1:00–2:30 p.m.

    The Anatomy of a Successful Printing Company’s Guerrilla Marketing Campaign

    Jay Wilkinson, Founder/CEO of Firespring and Owner of Cornerstone Print & Marketing

    Printing companies throughout the nation want to implement a successful, long-lasting guerrilla marketing campaign but they don’t know where to start—until now. Jay Wilkinson will teach you how to establish a long-term campaign that’s easy to sustain. In fact, any printing company can replicate and sustain his successful guerrilla marketing campaign in any city for fewer than $250 per week.

    Results? We got em’ and you can too. This guerrilla campaign can drive thousands of prospects to your website while creating buzz all over town. As far as ROI goes, we received a 300% increase in estimates with a revenue increase of 5%. Don’t leave your next marketing campaign to chance. Find out how your printshop can be the talk of the town.

  • 2:45–4:15 p.m.

    Culture is Service: How to Win the Customer Service Game

    Speaker - Vicky Stennes

    Vicky Stennes lead the customer service overhaul at JetBlue by starting from the inside out to discover what was preventing crew members from delivering magnificent customer service. Then, she engaged them by finding practical solutions.

    At Printing Hub 2013, Vicky will share how the JetBlue team created emotional bonds with their employees and inspired them to use their energy to champion the customer cause. These changes helped JetBlue earn the J.D. Power & Associates award for the highest customer satisfaction for eight consecutive years.

    Your business can quickly implement the formula that made JetBlue’s customer service so successful. Hear Vicky talk about the importance of:

    • Helping employees understand exactly how their behavior and performance impact customer satisfaction and your bottom line.

    • Why developing and executing a customer experience strategy is a “team sport” that demands strong data analytics and aligned metrics.

    • How relationships between front line employees, customers and leaders drive customer loyalty, brand recognition and employee engagement.

  • 4:30–6:00 p.m.

    Culture & Community

    Ben Spence

    Teamwork can greatly enhance personal and professional relationships. During Printing Hub 2012, teams of attendees competed by building a children’s bicycle and racing it through an obstacle course. What appeared to be a silly, team building exercise turned into a heart-warming experience when they found out each bike was being donated to deserving children at a local nonprofit. This year we’re switching it up a bit. No bikes, but a whole lot of giving. Be there to find out what 2013 has in store.

    See highlights from the build-a-bike session from last year.