Different things create good automotive customer experiences, from how easily shoppers can use a dealer website to how well a dealership treats them in person.
Here’s another one: Fiat Chrysler Automobiles ties its Mopar parts and aftermarket-product division’s warranty policy to customer experience, something the auto industry has fixated on in recent years.
At an industry conference, Tom Gianfermi, Mopar’s manager-warranty administration, will explain how FCA does that and rewards dealerships for fixing vehicles right the first time.
He’s among presenters at the fourth annual Automotive Warranty Management Summit, October 22-23 at The Henry Hotel in Dearborn, MI.
The ENG event is billed as a chance for automakers, dealers and suppliers to share expertise and best practices to enhance quality, brand loyalty and customer satisfaction.
Also on the agenda:
- The story behind Honda’s efforts during a massive recall to replace Takata airbags that could blow up, spraying shards of parts’ metal. Tony Gomes, American Honda’s assistant vice president-parts, service and technical, discusses the recall campaign from strategy to roll-out.
- A dialogue on what works and what doesn’t in the warranty process and how the claim process can become better. Ed Roberts, fixed operations director at Bozard Ford Lincoln near Jacksonville, FL, and WPI President Stephen Reiter will partake in that discussion.
- Steve Brazill, a NADA Academy instructor, tackles the topic of a shortage of service technicians and warranty administrators. He also offers hiring tips for dealers.
To register and obtain conference information, click here. Wards dealer readers can receive two tickets for the price of one by registering before Sept. 30 using this promo code: Wards19.