Digital Dealer - March 2018 - 32
DD24
Road Trip
ORLANDO
FEATURED KEYNOTE:
AUSTIN BROCK, DISNEY INSTITUTE
Delivering Excellence in Customer Service
D
ISNEY'S CONSISTENT BUSINESS RESULTS are
driven by strategically focusing on certain business functions and opportunities in which com-
panies often fail to see the value and potential. Disney
Institute will facilitate a Keynote Address at Digital
Dealer 24 that will inspire you to think differently
about your service experi-
ating your customer experience. You will learn how
your dealership can shift the
by focusing on the systems
and processes that affect
See the powerful connection between inspired
leaders, motivated employees, and satisfied
customers that drives financial results and repeat
business.
Disney Institute explains how exceptional customer
service results from an integrated systems
approach, not hiring friendly people and hoping they
will deliver customer service that is better than your
competitor's.
insights around differenti-
toward exceptional service
DISNEY INSTITUTE'S CHAIN OF EXCELLENCE:
DISNEY'S APPROACH TO QUALITY SERVICE:
ence through proven Disney
"customer experience curve"
DISNEY INSTITUTE KEYNOTE AGENDA
& LEARNING OBJECTIVES:
AUSTIN BROCK,
Engagement
Manager,
Disney Institute
customer satisfaction. You
will also see the powerful connection between inspired
SHIFTING THE CURVE IN THE CUSTOMER
EXPERIENCE: Discover how it is possible to shift
the "customer experience curve" toward exceptional
service by focusing on the systems and processes
that affect customer satisfaction.
SERVICE-BASED DIFFERENTIATION: Learn how
er experience in touchpoint "moments" can reinvigo-
the compromise of customer service for efficiency
in many companies has created an opportunity for
service-based differentiation via positive surprises
relative to the stereotypes of the automotive
industry.
rate your service strategy, strengthening your place in
CUSTOMER EXPERIENCE TOUCHPOINTS:
leaders, motivated employees, and satisfied customers
that drives financial results and repeat business. Your
dealership will discover how focusing on your custom-
the increasingly competitive automotive landscape.
Realize that service is manifested everywhere your
organization touches the customer; therefore, you
must intentionally manage and map the customer
experience beyond obvious customer touchpoints.
HOLISTIC CUSTOMER EXPERIENCE: Disney
Institute explicates how an exceptional service
context inoculates against a single service failure,
as successful service delivery across multiple
touchpoints and experiences yields more forgiving
customers.
32
MARCH 2018
D I G I TA L D E A L E R . C O M
http://www.DIGITALDEALER.COM
Table of Contents for the Digital Edition of Digital Dealer - March 2018
Digital Dealer - March 2018
Contents
What Are You Offended By Today, and What’s It Costing You?
How you Receive and Utilize Data in This Marketplace Determines Your Success
A Mystery Shop for a Major National OEM
It Takes Two: Who is Buying All of These Dealerships?
3 Fundamentals to Push Your New Vehicle Performance, Profitability
Mastering ‘Experiential’ Marketing!
Digital Dealer 24 Conference & Expo Speaker Highlights
Wes Lutz, Owner Extreme Chrysler- Dodge-Jeep-Ram
If You Are Losing Your Donkey – Check This
Big Data Busted 3: How Large Auto Groups Can Win With Better Data
From Self-Driving to Personal Robot: 5 Ways the Car of the Future Will Change Your Life
Facebook Betting Big on Auto: Tailored Solutions to Industry Challenges
Digital Dealer - March 2018 - CT1
Digital Dealer - March 2018 - CT2
Digital Dealer - March 2018 - Digital Dealer - March 2018
Digital Dealer - March 2018 - Cover2
Digital Dealer - March 2018 - Contents
Digital Dealer - March 2018 - 2
Digital Dealer - March 2018 - 3
Digital Dealer - March 2018 - 4
Digital Dealer - March 2018 - 5
Digital Dealer - March 2018 - What Are You Offended By Today, and What’s It Costing You?
Digital Dealer - March 2018 - 7
Digital Dealer - March 2018 - How you Receive and Utilize Data in This Marketplace Determines Your Success
Digital Dealer - March 2018 - 9
Digital Dealer - March 2018 - 10
Digital Dealer - March 2018 - 11
Digital Dealer - March 2018 - A Mystery Shop for a Major National OEM
Digital Dealer - March 2018 - 13
Digital Dealer - March 2018 - 14
Digital Dealer - March 2018 - 15
Digital Dealer - March 2018 - It Takes Two: Who is Buying All of These Dealerships?
Digital Dealer - March 2018 - 17
Digital Dealer - March 2018 - 18
Digital Dealer - March 2018 - 19
Digital Dealer - March 2018 - 20
Digital Dealer - March 2018 - 21
Digital Dealer - March 2018 - 3 Fundamentals to Push Your New Vehicle Performance, Profitability
Digital Dealer - March 2018 - 23
Digital Dealer - March 2018 - Mastering ‘Experiential’ Marketing!
Digital Dealer - March 2018 - 25
Digital Dealer - March 2018 - 26
Digital Dealer - March 2018 - 27
Digital Dealer - March 2018 - Digital Dealer 24 Conference & Expo Speaker Highlights
Digital Dealer - March 2018 - 29
Digital Dealer - March 2018 - 30
Digital Dealer - March 2018 - 31
Digital Dealer - March 2018 - 32
Digital Dealer - March 2018 - 33
Digital Dealer - March 2018 - Wes Lutz, Owner Extreme Chrysler- Dodge-Jeep-Ram
Digital Dealer - March 2018 - 35
Digital Dealer - March 2018 - 36
Digital Dealer - March 2018 - 37
Digital Dealer - March 2018 - 38
Digital Dealer - March 2018 - 39
Digital Dealer - March 2018 - If You Are Losing Your Donkey – Check This
Digital Dealer - March 2018 - 41
Digital Dealer - March 2018 - 42
Digital Dealer - March 2018 - 43
Digital Dealer - March 2018 - Big Data Busted 3: How Large Auto Groups Can Win With Better Data
Digital Dealer - March 2018 - 45
Digital Dealer - March 2018 - From Self-Driving to Personal Robot: 5 Ways the Car of the Future Will Change Your Life
Digital Dealer - March 2018 - 47
Digital Dealer - March 2018 - Facebook Betting Big on Auto: Tailored Solutions to Industry Challenges
Digital Dealer - March 2018 - Cover3
Digital Dealer - March 2018 - Cover4
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