Everyone Talks About The Customer Journey, but What Is It Really?
This webinar was originally held on September 5, 2024 and is now available for on demand viewing.
Duration: 1 Hour
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Summary
The customer journey is about walking through each of your processes from start to finish to follow up to get a closer look at your operations through the eyes of your customer. In this webinar, we’ll talk about:
- First contact
- Streamlining the drop-off and pick-up processes
- Using digital vehicle inspections to educate and build trust
- Key communication touchpoints
- Addressing financial concerns
- Asking for and engaging with reviews
- Protocol for proper follow-up that leads to rebooking
It’s easy to let the little things slip to the wayside. Join us to learn how small improvements can significantly impact your customers’ experience and increase loyalty.
Speaker
Lauren Briggs has been with NAPA for 10 years. She started her career at NAPA in Supply Chain before moving over to the Auto Care team roughly 8 years ago. While on the Auto Care team she has worn many hats from Brand Specialist, heading up the PROimage Co-Branding, to running the NAPA Auto Care social media channels and INSIGHT magazine, to her latest role where she is able to go out and teach sales team members and Auto Care members about the program and the many benefits offered.
