NATDA Magazine July/Aug 2018 NM_July2018_printFINAL - Page 9

Friday, September 7, 2018 From 8am - 10:30am The President’s Breakfast is the perfect chance for dealers, vendors and manufacturers to meet, mingle and network over a FREE breakfast before the show opens on Friday, September 7, 2018. Join us! Age of Assistance Amy Swartz | Partner Enablement Manager | Google Today’s empowered consumer has heightened expectations of all digital and brand experiences. Thanks to mobile, consumers can get exactly what they want, instantly and effortlessly. They’re more curious, demanding and impatient than ever before. As technology advances, they’re coming to expect all digital experiences to be helpful, personal, frictionless – and they expect brands to leverage technology to deliver this assistance, too. Assistance is the new battleground for growth. A brand’s ability to leverage data to anticipate consumer needs will define its ability to grow. Increasing Profits Through a Powerful Customer Experience Steve Whittington | Executive Vice President | Flaman Group of Companies Top organizations in any industry, from service and retail to fabrication and manufacturing, know that the customer experience is the single biggest initiative that differentiates brands in the marketplace. An entire industry has been developed around teaching customer service techniques. The challenge for most, though, is measuring that customer experience and improving its metrics. The customer’s journey is broken into four stages: Stimulus, the Sales Process, the After-Sales Process and Retention & Referral. These stages, or ‘moments of truth’, are measured from data in software, surveys and customer information. Improving these stages influences your company’s results. Imagine improving all of them at the same time. Dramatic, breakthrough results can be achieved. We’ll take you through the customer’s journey, its measurements and ways to improve the individual stages and ‘moments of truth’ you have with your customer. NATDA Magazine 9