customer service

• 2013 State of the Industry

  2013 State of the Industry

  David Seelinger
  Empire CLS

  As one of the industry’s most progressive-thinking and technologically savvy business leaders, Seelinger will inspire you as much as he will educate and challenge you to look at the industry through a different lens. Over the last 33 years, Seelinger has built EmpireCLS into one of the largest networks in the country, providing safe transportation in over 700 cities worldwide, thanks to a blend of excellent customer service, environmental efficiency, and cutting-edge technology.

• 2014 State of the Industry

  2014 State of the Industry: New Trends in Corporate and Global Travel

  Cheryl Berkman
  Music Express Worldwide

  Dean De Beer
  Tristar Worldwide

  David Seelinger
  EmpireCLS Worldwide Chauffeured Services

  Changing and adapting is the name of the game in chauffeured transportation as we continue to face competition from unregulated TNCs, expand service to new parts of the world, and closely watch the emerging markets where our corporate customers are going to or coming from. This panel discussion is moderated by Chris Weiss and it is sure to be a lively one.

• Brand Harmony: Communicate a Story That Drives Business Results

  Brand Harmony: Communicate a Story That Drives Business Results

  Steve Yastrow
  Yastrow & Company

  When your customers think about you, are they interested? Are they motivated? Are they inspired? In this session, speaker Steve Yastrow will help you think about your brand in a new way. You'll recognize that your brand is not what you say you are, but what your customers think you are. Yastrow will teach you how to generate powerful messages in the minds of your customers by creating an experience of brand harmony, where all interactions that customers have with your company blend to tell one clear, compelling, and differentiating story. He’ll also show how every one of your employees can be the brand simply by do their jobs, thereby creating the kind of customer experiences that will keep customers happy and loyal, and will lead to powerful word of mouth marketing.

• Building a Healthy Work Environment

  Building a Healthy Work Environment & Effectively Handling Critical HR Issues

  Randi Busse
  Workforce
  Development Group

  Tony Simon
  Reston Limousine
   

  Learn how to flush out toxic drama at the office and create a more productive working environment with this workshop. Encourage innovation, increase productivity, and improve morale by determining who works best in what role and delegating tasks appropriately.

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• Client Retention and Proactive Service Recovery in a Buyer's Market
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  Client Retention and Proactive Service Recovery in a Buyer’s Market

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  Largely due to the rise of TNCs in the ground transportation market, it’s become clear that we are in the midst of a buyer’s market. As a result, if your company isn’t doing everything possible to accommodate and cater to your client base then they’re likely to find another service. This session is designed to help your company be as a proactive as possible when it comes to retaining your client base. You’ll learn the benefits of keeping ahead of the curve and having policies in place to appease clients when a customer service issue arises.
  
  Presented by: Colin Devine, CEO of Devine's Worldwide Chauffeur Services and Mike Zappone, President of All Transportation Network
  Moderated by: Jason Sharenow, COO of Broadway Elite

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• Competing in a Global Economy and on an International Stage
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  Competing in a Global Economy and on an International Stage

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  This session is led by international operators but the issues apply to all operators regardless of country who are looking to better serve customers globally. Topics discussed will include how technology has changed customer expectations (in terms of speed and transparency); duty of care and insurance issues, specifically how your policy applies in a global market with international affiliates; marketing your services abroad to local clients and managing those large events; and the potential pitfalls to avoid and ways to exceed their expectations.
  
  Presented by: Guillaume Connan of Chabe, Kris Korkian of Penguin Cars & Limousines, Aditya Loomba of Eco Limos and Farooq Saleem of Sovereign Executive Cars

• Creating and Implementing Quality Control Program

  Creating and Implementing a Quality Control & Mystery Shopper Program

  Brett Tyson
  BostonCoach

  Mike Zappone
  All Transportation Network

  It’s essential to know what your employees are doing when you’re not looking; even the best managers have problem employees who hide their bad behaviors well. By implementing some simple, inexpensive programs and new technologies, you can cultivate some valuable data that lets you see your employees’ service through the eyes of your customers.

• Customer Retention

  Customer Retention: Keeping Clients Engaged and Loyal by Exceeding Expectations

  Kyara Kahakauwila
  L.A. Limousines

  Mike Zappone
  All Transportation Network

  In the age of “faster, cheaper, now” how do you keep your clients loyal? Chauffeured transportation as we have known it is changing; clients now no longer have to rely on old methods and loyalties to get the service they want. This 90-minute session will take you on a journey exploring how many brands have kept their guests’ retention numbers at record levels, proven strategies that work within the chauffeured car world, and ways how you can make positive changes in your organization to surpass your clients’ expectations.

• Differentiating Your Company

  Differentiating Your Company When Prospecting Clients and Throughout the Sales Process

  Lenore D'
  Cognizant Strategy Management

  Raymond Cheng
  Black Pearl Transportation

  Learn innovative secrets and challenge yourself with role-playing and real-world scenarios to dramatically increase sales. Find out how to create an effective value proposition, build an objection portfolio, get past the gatekeeper, address a single prospect vs. a group, and better identify different personality types.

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  Speaker Bios