How customer experience is evolving

Jo Causon, CEO, The Institute of Customer Service

The UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Service is the UK’s biggest barometer of customer service and this session explores best practice in the nation’s most highly regarded companies. Customer research from the Institute reveals changing priorities for customers including staff attitude, behaviour, competence and helpfulness in terms of how service is rated. This session promises a host of fascinating insights into the evolving customer experience landscape.

What the British Army can teach us about how to encourage loyalty

Captain Gary Barrow, King’s Royal Hussars, British Army

If any organisation knows anything about the secret of loyalty, it’s the British Army.  Developing exceptional leadership skills is essential for the army and its ability to do so is well documented, but the key to success is team work and individual responsibility. This session provides an insight into the fascinating world of the military and how it creates teams which operate as a cohesive unit in the most hostile of territories. If a company wants to deliver the very best in customer care, then it has to ensure its employees are engaged and work as a team. Capt Barrow will discuss how fear and micromanagement have no place in a successful team and instead will illustrate how the army develops a highly motivated and supportive team which creates a culture where loyalty flourishes and in business that translates to customers as well as employees

Inspiring great customer service

Keynote speaker: Linda Moir, customer experience expert

Delivering insights into how to manage, motivate and inspire more than 15,000 volunteers or ‘gamesmakers’ to provide the very best customer service at London 2012, Moir will also draw on her experience as director of in-flight services for Virgin Atlantic when she discusses how to create a genuinely customer-centric business.  Moir will highlight employee empowerment, behind-the-scenes support and consistency as some of the key areas to consider when implementing a strategy with the objective of delivering exemplary customer care.

How one dealership created an award-winning customer services strategy

Dom Threlfall, managing director, Pebley Beach

With customer care at the top of all employees’ agendas, it is no surprise dual-franchise business Pebley Beach has scooped a number of prestigious awards including AM’s Excellence in Aftersales 2015 as well as topping Hyundai’s network for aftersales in 2014 and named Motor Codes’ franchised Garage of the Year in 2014.  Threlfall is continually evolving the business’ approach to customer care through constant evaluation utilising CSI comments and Motor Codes customer reviews as well as feedback from staff focus groups which meet regularly to tackle issues and come up with new initiatives. Threlfall provides insight into how one dealership has successfully implemented a culture of customer care and the way it always strives to deliver the ‘wow’ factor.


How the customer experience will change in automotive retail

Catherine Hutt, principal consultant, automotive & transport, Frost & Sulivan

Taking a glimpse into the future, market researchers and consultants Frost and Sullivan undertake extensive research to predict how the consumer environment will look in a few years’ time. With automotive retail undergoing massive change, Hutt explores how online retail will continue to redefine the sales process and how dealers and manufacturers can prepare. Hutt will also show how aggregators in both sales and aftersales are changing consumer expectations and how they will fulfil a much wider part of the automotive retail customer experience. Providing an overall view of how the customer experience will change over the next five to ten years will help dealers put the foundations in place today in order to maintain their position.

How to improve customer service and the rewards you can expect to gain

Andrew Grant, vice president automotive, MaritzCX

Drawing on its CX Evolution study, this session explores how organisations can move up the curve and the rewards which can be gained. The study found 72% of CX managers think their programmes are not as successful as they should be, and Grant explores best practice, how the new consumer is changing and how manufacturers and dealers need to interact with them. As well as insights from its work with manufacturers such as BMW, Audi and Fiat, Grant also provides examples of exceptional CX strategies at work in other sectors.The report highlights eight stages of CX ‘maturity’ with many companies reaching the middle  points of  measurement and response, Grant will outline how a company can reach the CX pinnacle – the ‘enculturate’ stage whereby the customer focus is ingrained in the very fabric of the organisation and customer data drives decision-making.

Is it time to redefine the sales process?

Jay Nagley, managing director, Redspy

Dealers rarely receive the same customer care accolades reserved for the likes of John Lewis and the Apple store. This session explores examples of how some dealers and brands are adapting the traditional sales model to better meet customer expectations and asks a series of searching questions such as whether customer satisfaction surveys provide the most accurate feedback particularly when it comes to future behaviour.




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