The finer points of delivering a highly effective customer experience will be placed under the microscope at the three different master classes which take place at AM's first ever Customer Service Summit.
Taking place at Whittlebury Hall, near Silverstone, on Thursday April 14, the new conference covers all aspects of customer care and includes expert speakers from the field of customer experience.
The event’s masterclass sessions will be delivered by Carwow, the consumer orientated new car locator; digital agency Marketing Delivery; and video providers Autosonshow.TV.
John Miele, sales director of Carwow, will present alongside one of its most successful dealer partners, exploring how the customer views excellent service.
The session will also look at how the understanding and subsequent application of exceptional service on the customer's terms drives a higher rate of conversions.
Helpfully, the masterclass also looks at what customers hate so these can be avoided at all costs.
With video being an essential part of the marketing mix, this session shows how it makes all the difference to the customer experience. Autosonshow.TV operations director Rachel Price will present alongside Ian Godbold, marketing and CRM director at Cambria Automobiles.
This session shows how video can help dealers deliver a highly personal and digitally sophisticated experience by using the medium to record the information customers demand.
Godbold will show how the group has increased web traffic, enquiry conversions and even sales from integrating video into the day-to-day tasks in the dealership.
Customer behaviour is changing and survey results are now not a good enough indicator of their view of your business, Jeremy Evans, managing director of Marketing Delivery will warn delegates who attend his masterclass.
Evans explores how dealers need to be engaging with customers on several different platforms in order to respond quickly to any issues and develop a true understanding of how customers view the business.
Main stage speakers at the conference include Linda Moir, customer experience expert who managed and motivated more than 15,000 volunteers or ‘gamesmakers’ to provide the very best customer experience at London 2012; Captain Gary Barrow, King’s Royal Hussars, British Army who draws on his extensive military experience including tours in Iraq and Afghanistan illustrating how the army develops a team ethos; Dom Threlfall, managing director, Pebley Beach whose approach to customer care has netted the business a string of industry awards; and Jo Causon, CEO of the Institute of Customer Service, who explores best practice in some of the nation’s most highly regarded companies and the changing expectations of today’s consumers.
By approaching customer experience in its own right as a conference, AM is reflecting the trend in dealerships which is seeing businesses aiming to overcome the traditional silos in which dealers once operated when sales and aftersales, in particular, were very distinct from each other and approach the business from one focal point, in this case, the customer experience.
Tickets are available to dealers and manufacturers, to book please visit http://amcustomerservicesummit.am-online.com/ or contact Emma Louise on 01733 395133 or email firstname.lastname@example.org.