2018 President’s Breakfast

Sponsored by TexTrail Trailer Parts

Friday, September 7, 2018 at 8:00-10:30 AM

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.