Day Three

8:00 Continental Breakfast & Registration Continental Breakfast & Registration

8:45 Chairperson’s Opening Remarks Chairperson’s Opening Remarks

9:00 Panel Session: Kick-Starting A Successful Refurbishment Program In this session our panelists share their insights on how to maximize profits on returns using the latest channels and strategies for refurbishment. Discussion includes: Determining which customer is looking for a bargain and more likely to buy the refurbished product Identifying channel partners that are best suited for your product keeping in mind your brand’s reputation and return policies Promoting your refurbished products without hurting your profit margins on new products Best practices for combating the customers apprehension for purchasing refurbished goods Finding the best way to make the customer aware of your refurbished product

9:40 Utilizing Social Medial Tools And Applications To Capture And Analyze Data Regarding Your Returns Experience The uses of today’s social media tools are proving to be more and more beneficial to organizations in going beyond the point of traditional engagement. In this session Michael highlights how Mitsubishi is: Understanding that you need to reach your customer where they want to be reached Exploring tools such as textile analytics to effectively manage and track the customer interactions taking place over social networks Understanding which part of your infrastructure needs to be tied into your analytics and social platforms Creating cross-functional teams to monitor and track the responses and trends that come out in your reporting

10:20 Consumer Returns Innovation Spotlight The Consumer Returns Innovation Spotlight features snapshots of today’s bleeding edge companies who are leading the way in technology advancements and service methodologies. These sessions are tailored to help you better understand what you can do to help your organization streamline and improve your returns management processes and practices.

10:50 Morning Refreshment & Networking Break In The Solutions Zone Morning Refreshment & Networking Break In The Solutions Zone

11:30 Utilizing Remote Support Technologies And Web-Based Tools To Reduce Returns The advancements in remote technologies have been tremendous for service and support organizations in maximizing the product lifecycle for their customers. By combining remote support with web-based tools there are number of benefits immediately present to your customers including increased ROI and customer satisfaction. In this session Rick shares how you can succeed in minimizing returns by: Identifying tools available to triage customer devices when and where they want to Providing web-based tools for quick and immediate resolution on the web Creating a library of return categories to appropriately locate one-off returns quickly Implementing cloud-based solutions to efficiently interact with your devices and product lines

12:10 Panel Session: Implementing End-To-End Solutions For Reverse Logistics There are a number of factors adding pressure to the reverse logistics supply chain. In this session our panelists assess the current economic climate and how its affecting the costs associated with doing business: Discussion includes: Dealing with the high cost of warranty services and high cost of freight and moving materials to support warranty Balancing between yield vs. cost of transport vs. moving materials to support warranty How will legislation impact the manner in which products are manufactured and disposed of? Evaluating the current economic climate and how it’s effecting the costs associated with doing business Assessing the new take back initiatives: How will they work and can they be profitable? Analyzing the impact of sustainability on your business going forward

12:50 Lunch For All Attendees Lunch For All Attendees

1:50 Ensuring Brand Integrity While Utilizing Secondary Market Alternatives And Channel Partners Session takeaways include: Understanding that you need to drive your liquidation but you don't want to drive out your own market from the onset Evaluating which products are best suited for liquidation, remanufacturing, refurbishing and which products you may bring back in-house Assessing the secondary market data: What is out there and how can it be utilized to improve your profits Handling the disposition of “non-fresh” products: Managing customer perceptions while still making a profit

2:30 Mitigating The Data Protection Liability Of Legacy Custodians Current data protection laws in the U.S., transfer significant responsibility to downstream data custodians. Reverse logistics and consumer returns program that involve the potential acceptance, of personal data, even when inadvertent, are fraught with inherent liabilities. Luckily there are a number of practical and effective strategies that third-party processors, transportation services, and contracting entity can put in place to mitigate the liability and. In this session, one of the world foremost authorities on data protection regulations, compliance development, data-related contracts and indemnification will explain the growing liabilities related to downstream data issues and introduce attendees to easy-to-use, often free, tools and resources that insulate their organizations from new mandatory fines and the increase threat of class action litigation.

3:10 Consumer Returns 2012 Wrap-up Roundtables In these wrap-up discussions attendees have the opportunity to address any topic areas that they may not have had enough time to address or simply would like to know more about. This is your last change to meet our speakers, network with industry-peers and ask the specific questions you came to get answered in intimate and informal table discussions. Interested in sponsoring a roundtable? Please email our sponsorship manager, Dan Lusardi, at Dan.Lusardi@wbresearch.com or call him at 646.200.7454.

4:00 Conclusion Of Consumer Returns 2012 Conclusion Of Consumer Returns 2012