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

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


Managing Online Reviews and Dealing With Potential PR Challenges

As the social media landscape continues to grow by leaps and bounds each year—with new sites and apps entering the field regularly—maintaining your online presence has become increasingly challenging. And with social media becoming an ever-more valuable, if not essential, tool for successful marketing, it’s important that operators learn how to craft their online presence into success. Our presenters will provide an overview of the social media space, with a heavy emphasis on managing your internet reviews from clients, which can be a PR nightmare.

Presented by: Bill Faeth of Inbound Marketing Agents and Faith Glasgow of Peak Limousine

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.

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.

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.