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.
www.natda.org
NATDA Magazine
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