Customer-centricity has always been important. Understanding interests, needs, and behavior is essential for acquiring, retaining, and growing customers. However, recent events have underscored the need for the Transportation industry to adopt a more expansive understanding of what creates value for customers. Across all categories, customers demand omnichannel options, so holistic customer engagement must now involve logistics companies. For example, because big box stores are closing, logistics companies are the last point of customer engagement. Without this understanding, revenue leaks across the value chain. By recognizing that there’s a shift from supply chain to value chain, the efforts of Sales and Marketing will become more effective and more valuable.
From our panel discussion, attendees will learn:
Betsy Westhafer is the CEO of The Congruity Group, a consultancy that helps companies engage with their key customers at the executive level. By building and deploying Customer Advisory Boards, Congruity clients achieve strategic validation, stronger customer relationships and a rare competitive advantage. Betsy is an author, speaker, and co-host of the REALLY Know Your Customer podcast.
Tony Bodoh is a customer experience strategist who applies the science of human experience to deepen the customer relationships that build brands and grow businesses. In 2018, Tony was named one of the “Top Customer Service Movers and Shakers You Should Follow.” He is a speaker, podcaster, co-author of three #1 Best Selling books and CEO of Tony Bodoh International with clients in more than 30 industries.
Marina Erulkar devises data-driven, customer-centric revenue growth strategy that quickly turns declining revenue into steady revenue growth. From vital intelligence that effectively engages customers throughout their journeys, her clients move forward confidently, purposefully, and effectively with strategy that meets near- and long-term revenue goals.