"Is Marketing in Charge of the Customer?"

  • 14 Oct 2010
  • 7:30 AM - 9:59 AM
  • Verity Club, 111-D Queen St. E., Toronto (between Church and Jarvis) parking lot across the street


(depends on selected options)

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American Marketing Association Toronto Chapter   “Is Marketing in Charge of the Customer?”

Marketing was once the expert on the customer. Now, post-digital revolution, many more people in the organization talk about and interact with the customer. Do we need to re-frame the role of Marketing?


How can the organization keep up with the ever-evolving needs of the customer, especially now that social media has broken the barriers between them and the organization and a host of non-marketing people are increasingly responsible for customer engagement and communication?


Do we need to re-frame the entire organization around the customer, or do we simply need to reframe the role of Marketing?


• What are the customer driven, non-marketing people up to in the organization? What are the tasks they are doing and work?

• With a focus on customer satisfaction and experience becoming increasingly standard practice, what role does marketing have in setting the standards?

• Do folks like call centre managers really understand the customer even though they speak with them every day?

• Who is going to make sense of this potentially messy situation?

• In these circumstances who should Agency / Marcom suppliers work with?



How do we make sure the customer is being served effectively by the organization? Join us October 14th to hear a panel of experts discuss this important topic and come up with insights and some solutions to these thorny issues.


Find out how thinking more carefully about Marketing’s can make a difference! Take this opportunity to get new ideas on what you can start doing now.


Who Should Attend?

Marketing executives with a passion and appetite for enhancing their roles in the organization.



Roger Dunbar, VP Digital Media & Business Development, The Globe and Mail
Tracy Markwood
, VP Planning, Rogers Network Services
Richard McLauchlin
, Chief Marketing Officer, Citi Cards Canada

Joel Peters, CMO, Tourism Toronto
Sean Shannon, Managing Director, Expedia Canada Corp.



For over ten years, Alan Kay of the Glasgow Group, a Solution Focused change business, has hosted a series of roundtable discussions bringing together like-minded executives and professionals to share their ideas and grapple with about complex issues. These discussion series have provided insights, always provocative dialogue and, most importantly change.


               Join us as we discuss this topic on:

                Date: Thursday, October 14, 2010
                Time: 7:30 a.m. – 10:00 a.m. 
                Location: Verity Club, 111-D Queen St. E,Queen & Church area
                Parking: Located across the street
                Format: An informal discussion among knowledgeable peers.

                             **No preparation necessary.**


                To register, simply go to: www.AMA-Toronto.com/Events.html or                                           or call 416.944.9529




Connect - Learn - Grow


American Marketing Association Toronto Chapter 2008        

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