Presented By: Mark Taylor, Commercial Director, Nationwide Autocentres; Gary Schwartz, SVP Marketing, Confirmit
On Demand: Live Date June 2010

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CRM. VOC. CEM. NPS. Recognize them? All of these acronyms describe a single business strategy: customer centricity. Putting the customer at the heart of the business. But can they really work? They can. Nationwide Autocentres lives this strategy. 40% of their business is driven by word of mouth, so providing a high quality of service is central to what they do. This means that customers return and recommend Nationwide to their friends, colleagues and family.

In this Webinar, Mark Taylor, Commercial Director, Nationwide Autocentres will discuss how the company has moved away from measuring standard, unactionable loyalty metrics and created a Customer Experience Management program that drives repeat and referral business at a rate unbeaten in the industry. Mark will be joined by Gary Schwartz, SVP Marketing, Confirmit who will highlight the importance of customer feedback in a successful CEM program.

After this Webinar, you will understand: 

• Why programs that simply measure Customer Satisfaction and Loyalty are not necessarily actionable.
• How to create a CEM program that is actionable, driving alerts to escalate customer issues.
• How Nationwide Autocentres leverages feedback data to drive improvements within its business.
• How Nationwide Autocentres drives referral business while improving customer satisfaction and repeat business.

About the Presenters:

Gary Schwartz, Senior Vice President, Marketing, Confirmit In this role Gary leads the company’s global Marketing Operations and Product Marketing teams.  He and his teams manage the Confirmit brand, value proposition, website and execution of all communications.  Gary has a long background in the Customer Relationship Management space and is a passionate advocate of empowering consumers in having their voices heard at companies with whom they do business.

Mark Taylor, Commercial Director, Nationwide Autocentres A marketer with over 16 years experience in the retail sector, Mark’s career started when he set-up his own PR agency at the age of 18. He then moved into the hotel sector, helping to create the Corus hotel brand. Mark then moved to Hilton Hotels where he became their youngest Regional Marketing Director where he developed partnerships with British Airways, House of Fraser and Virgin Trains to name but a few. He was then head-hunted to become the Marketing Director of 640 hotels and pubs under the Swallow brand, growing their internet business from £2m to £6m in 12 months. He moved to Virgin Active and was then head-hunted to drive the commercial activities of Nationwide Autocentre, with responsibility for customer acquisition and retention, new products, partnerships and channel management, contributing to a 10% increase in profit in his first year.

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