Why understanding how to best support your customer at every stage of their repair is crucial for success
How well do you know your customer’s journey from the moment they damage their device to their departure from your shop, repaired phone in hand? Today’s consumer is savvy and expects a high level of service that begins well before you meet them face to face. If you’re missing the mark at any of these touchpoints, you risk being outdone by your competitors. In this session, we’ll walk through the 8 common stages your customer goes through when seeking repair services and how you can consistently deliver an exceptional experience, earn additional revenue, and set your business up for long-term growth by utilizing an integrated technology approach.
Marty Yaskowich is the VP of Retail Customer Development at iQmetrix. In a career that spans more than 20 years, Marty was most recently the EVP, Chief Innovation and Growth Officer for advertising agency DDB – leading the digital division, Tribal Worldwide. For more than 11 years, Marty played a key role in pitching to the C-suite of Clorox, Uber, Canadian Tourism, and McDonald’s, among many others. He was also the lead strategist for the recently-launched online insurance company Sonnet. More than 15 years ago, he worked with an interactive retail company in Windsor, Ont. that developed dealership kiosk and employee training technology for General Motors and Daimler Chrysler US.Before life in marketing and technology, Marty was a sports and news reporter (and part-time broadcaster) for three daily newspapers in Canada.