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Ed Attanasio

Ed Attanasio is an automotive journalist based in San Francisco. Ed enjoys sports of all kinds and is a part time stand-up comedian.

 

He can be reached at era39@aol.com.

Friday, 06 November 2020 20:36

Customer Service is King: The Modern Customer Journey

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Podium’s Enterprise Account Executive/Professional Services Bob O'Brien presented “The Modern Customer Journey” at SEMA360 as a part of an SCRS series of educational offerings. Podium’s Enterprise Account Executive/Professional Services Bob O'Brien presented “The Modern Customer Journey” at SEMA360 as a part of an SCRS series of educational offerings.

Index

During SEMA360, SCRS hosted a series of educational offerings with topics that deal with scanning and diagnostics, repair procedures and marketing.

One of the latter was “The Modern Customer Journey,” presented by Enterprise Account Executive/Professional Services Bob O'Brien at Podium.

 

Podium is a privately held technology company headquartered in Lehi, UT, that develops cloud-based software to help businesses that want to modernize customer interactions through Podium’s Interactive Management System.

 

This class outlined the way customers are changing and how body shops can adapt to succeed, but it requires forward thinking and a proactive approach because the technology is changing rapidly.

 

The pandemic has changed everything, but those shops that are rolling with the punches and making alterations to their marketing, advertising and customer service processes will stay ahead of the game.

 

O’Brien set the stage to open his presentation.

 

“Within the last half decade, we have all witnessed one of the world’s most significant shifts in the customer journey,” he said. “Mobility and technology are impacting how customers communicate with your business and how businesses interact with customers.”

 

One of the largest shifts is directly connected to the fact that customers now expect immediate and convenient information delivered promptly. The average consumer will no longer sit on hold, and pretty soon the personal phone call will approach extinction, he explained.

 

Phones are literally pocket-sized computers, offering instantaneous searchability for anything we desire. They are valuable tools body shops can use to improve their customer service, as long as they are willing to change.

 

O’Brien concentrated on three main points: Understanding expectations...


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