Agenda & Speakers

Seize the Moment: Making the Most of Every Customer Touchpoint

Not all touchpoints are created equal. While some brands have the luxury (or disadvantage, in some cases) of a more interactive customer relationship than others, companies across all industries must ensure that they’re making the most of every chance to “wow” their consumers. For example, those in the hospitality space are looking to become a guest’s home away from home for at least one night, which provides ample opportunity to demonstrate appreciation and create a meaningful bond with customers. Contrast this with the retail space, in which brands may have only minutes to make an impact and show customers why the company deserves their continued business.

This variation in customer interaction strategy is the focus of this panel, featuring Jonathan Ruchman, Senior Director, Customer Experience at Brookdale Senior Living, Jamie Russo, VP, Loyalty & Customer Management at Choice Hotels and Danielle Quatrochi, SVP of Digital Customer Experience & Innovation at Finish Line. Join Russo and Quatrochi as they dive into the similarities and differences that come with the customer engagement strategies at their respective companies.

Speakers

​Jamie Russo, Vice President of Loyalty Programs and Customer Engagement, Choice Hotels

Jamie Russo, Vice President of Loyalty Programs and Customer Engagement, joined Choice Hotels International in October 2014 to spearhead strategic direction of Choice’s award-winning loyalty program, Choice Privileges. In his role, he is responsible for growing and further enhancing the loyalty program as well as managing relationship marketing. He also oversees reservations and customer and franchisee engagement across Choice’s network of call centers.

Jamie came to Choice from American Express, where he had various positions spanning card acquisition, product management, and business development. In the consumer division of American Express, he managed marketing of co-brand products (including the Delta SkyMiles Card), negotiated and launched the Mercedes-Benz credit cards, and began acquisition programs with Amazon Prime and Universal Studios. He also held positions in the Merchant Services organization, where he was responsible for managing global hotel and industry relationships. 
 
He holds a B.A. in Economics and Spanish from Bowdoin College in Brunswick, Maine.

Bindi Menon, Vice President Marketing Strategy & Insights, Captain D's

Bindi Menon is the Vice President of Marketing Strategy and Insights at Captain D’s. In this role, she manages the insights and testing relating to the voice of the consumer, evaluation of new products, loyalty, advertising, brand health, menu development,  customer satisfaction and menu mix.  She is also responsible for evaluating and bringing to market new digital products like rewards, online ordering and delivery. Bindi also manages the pricing strategies for Captain Ds which involves identifying and resolving price optimization opportunities and ensuring top line as well as margin growth.

Prior to Captain Ds, she worked for Lewis Bakeries  ( one of the largest privately owned bakery companies in the US) and was responsible for  analytics  concerning shelf space management , sales analysis, pricing and deal economics with retailers like Kroger, Target and Wal Mart for key brands such as Sunbeam, Butternut and Healthy Life brand of bakery products.  

Bindi has an MBA from the University of Madras, India , as well as an MBA from York College of Pennsylvania, York , Pa.

Danielle Quatrochi, SVP, Customer Experience & Innovation, Finish Line

Danielle Quatrochi is SVP of Digital Customer Experience for Finish Line. As such, Quatrochi works with her team to deliver premium digital experiences to Finish Line customers across multiple channels. Before joining Finish Line in 2012, Danielle worked in marketing roles with Room 214, MapMyFitness.com, and Nike. Quatrochi holds degrees from the University of Washington and the University of Oregon, and also sits on the Board of Directors for The Youth Foundation at Finish Line.

Jonathan Ruchman, Senior Director, Customer Experience, Brookdale Senior Living

Jonathan Ruchman joined Brookdale in February, 2014. He brings to Brookdale over 25 years of experience in brand marketing and customer experience. Jonathan’s career spans senior marketing roles with leading global advertising agencies including Grey Advertising (New York) and Euro RSCG (Chicago), serving brands such as Olive Garden, TWA, Avis, Hoover, Red Lobster, and others. Most recently, he served in key marketing positions at Allstate Insurance Company.  As Marketing Manager in the Corporate Marketing group, Jonathan developed the nationally recognized Allstate Good Hands® Field Goal Net program in college football.  As Senior Regional Marketing Manager, Jonathan led the Marketing and Customer Experience department for the $2 billion, five state Southern Region.  In this role, he worked with 750 local Allstate Agents on increasing customer acquisition and retention.
 
Jonathan is a designated CCXP and is responsible for managing Brookdale’s overall customer experience, with a focus on resident and family engagement.  He is a member of the CEO Committee on Culture, the BEST Standards Committee, and Brookdale Sustainability Leadership Council.  Jonathan also represents Brookdale on ASHA’s marketing sub-committee, responsible for launching a new Senior Housing Industry website:  WhereYouLiveMatters.Org.

Moderator - Brad Marg – GM / Vice President, Stellar Loyalty

As GM / Vice President, Brad is responsible for managing the company’s lottery channel.  His role includes both supporting existing customer programs as well as enhancing client’s utilization of Stellar’s services and market expertise.

Prior to joining Stellar Loyalty, Brad was the COO of an emerging technology company where he had responsibility for Operations, Customer Success and Marketing.  Prior to that position, Brad was part of the Innovation team at ARAMARK.  As a result, Brad brings a strong knowledge and experience from the retail, foodservice, SMB and luxury goods sectors. 
 
Brad is a graduate of Villanova University and holds a BS in Business Administration.  Brad also received his Masters Degree from Temple University in Marketing where he is also an Adjunct Professor.  He and his family reside in the suburbs of Philadelphia.

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