Customer Talk
Thursday 13th February 2025. 4.00pm- 7.00pm. Central London.
Expert Q&As + Networking.
Talk to customers in a way that builds trust, engages them at the right moment and encourages them to purchase. Join us for Q&As with Karen Crowhurst and Shannon Hartley (Clarins), and CRM expert Sarah Brereton (Gymshark, Adanola, Epetōme).
The Experts…
KAREN CROWHURST
Beauty Coach Expert Manager, Clarins
SHANNON HARTLEY
Virtual Boutique Team Leader, Clarins
Established in 1954, Clarins has cemented its position as a pioneering skincare and makeup brand, recognised as the top choice for prestige skincare across Europe.
At the heart of its success lies a commitment to exceptional customer engagement. For Clarins, communication is more than an exchange of information; it's an art that connects consumers with products in a way that fosters trust, confidence and satisfaction.
Karen Crowhurst and Shannon Hartley will draw on their experience communicating with customers, both at the beauty counter and through virtual consultations.
They will reveal how the right tone and language not only guides consumers to make informed choices, but also builds brand loyalty and boosts sales.
Key discussion points will include:
- The critical role of clear product advice in influencing purchasing decisions.
- Strategies to equip brand representatives with knowledge and skills to convey product benefits.
- Building trust and confidence with customers through careful language, no matter the interaction channel.
SARAH BRERETON
CRM Expert, Level Fifty Three
Sarah Brereton, formerly Head of CRM at Gymshark, was instrumental in shaping the brand’s customer relationship strategy during its extraordinary growth from £15 million to £450 million in sales.
A recognised expert in CRM, she has since worked with brands such as Adanola, Represent and Epetōme, helping them scale their e-commerce businesses by unlocking the potential of their customer databases and designing email journeys that drive repeat purchases.
A strong communication strategy is essential for generating more sales from existing customers. Sarah will offer practical advice on crafting effective email content plans, focusing on how to engage different customer segments at the right time, to maximise sales.
Her insights will demonstrate how brands can identify and recover revenue that might otherwise be lost, thereby reducing reliance on costly customer acquisition.
Key discussion points will include:
- Unlocking untapped revenue from your customer database.
- Aligning email campaigns with social channels and direct messaging.
- Creative email content ideas tailored to different customer segments.
This session will be chaired by Upper Clash’s Leon Bailey-Green.
Timings.
4.00pm - Coffee, Cakes & Networking
4.30pm - Q&As
6.00pm - Drinks, Canapés & Networking
7.00pm - Close
Request an invitation...
Upper Clash discussion and networking events are for founders, marketers and digital leaders from consumer brands. Only after confirmation from us is your place secured.