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New car marketNewsDealer conferenceUsed caranalysisNews RecruitmentdigestDealerprofileShowroomnside access to the class-leading service of John Lewis together with business insight from AM Award-winning dealers are the key elements of a must-attend event for franchised dealers and manufacturers.Andrew McMillan, former head of customer service at John Lewis Partnership, will make a keynote presentation at the AM/NFDA Franchised Dealer Conference at the Chesford Grange Hotel in Kenilworth on June 14.He will continue his presentation theme from last year, starting with a brief reminder of the impor-tance of customer experience. He will then go on to examine leadership in greater detail; the most important requirement of delivering and main-taining a great customer experience. McMillan will share some more case studies from John Lewis to reiterate why it is considered a leader in customer service built upon loyalty and trust.He is just one of several experts, including AM Award-winning dealers, speaking at the event with presentations covering key topics across the subjects of people, process and performance.Jeremy Bennett, AM editor, said: "The line-up promises a focus on innovation and delegates can expect a fascinating insight into the future of this fast moving and dynamic market."Gain expert insight into industry-leading best practiceImprove your business by attending the AM/NFDA Franchised Dealer Conference ContinuesIAM/NFDA FRANCHISED DEALER CONFERENCE Sponsored byCalculating customer satisfactionJeremy Michael, managing director, Service Management Group; Stephen Hurst, director of Mystery Shopping Providers Association Europe and managing director of REACT SurveysTwo experts share their views on the case for and against the mystery shop, methods of measuring customer experience and how dealers can make use of the new era of mystery shopping and customer surveys to boost CSI scores and customer retention.Developing managers and apprentices for the futureStirling Wood, head of skills development, IMI; Graham Clark, HR director, JCT600, and Prof Jim Saker, director, the Centre for Automotive Management, Loughborough UniversityAn apprentice has never been better value for money and offering higher-level apprenticeships enables future managers to study for

AM/NFDA FRANCHISED DEALER CONFERENCE qualifications at work. Training line managers to achieve professional status develops the best motivators and first class customer service provision, resulting in a highly professional and profitable business. The customer is king Richard Beevers, director, Customer PlusDelivering this ethos requires effort, investment and attention to detail. Beevers, one of the UK's leading exponents of customer service, will share his experience of working on Ford Retail's Moments of Truth campaign and for brands such as Greene King and Lloyds TSB. Putting people and relationships firstHarvey Stead, sales director, Close Motor FinanceThis presentation will explore how a people-centric approach creates mutually beneficial partnerships across the industry, with the best motor retailers putting their staff at the heart of their business to drive up their own performance.Panel debate: DMS - rise or demise? Carl Lightfoot, managing director, Progress Automotive Solutions; Craig Armour, group head of technology, Peter Vardy; Ben Frost, director, Network Needs; David Jiear, European manager, Pentana Solutions; and Phil Stubbs, sales director, ADPExploring the fundamentals of the dealer management system and its ability to cope with the requirements of the modern day dealer, the panel challenges the role of the traditional DMS and discusses the advantages and disadvantages of implementing a range of systems or a 'one-stop shop'.Bridging the gap to reap rewardsDavid Manchester, managing director, Charters GroupHear how the former Peugeot dealer council chairman has made a success in his dealer group with GAP insurance sales and vastly-improved penetration rates, which has resulted in a positive impact on the business's bottom line.Communicating better with consumersTim Smith, commercial director, GForces Web ManagementDealers need to better understand the modern consumer, including the roles data management and CRM technology play in meeting consumer demands. This presentation explores ways to implement change to improve this crucial business area.Turning a demoralised workforce into a motivated teamJon Mathers, managing director, Unity Automotive PeterboroughSubaru dealer Jon Mathers bought a run-down, loss-making dealership and returned it to profit within six months. Here he will share his secrets of how he engaged the workforce, empowered them to lead their own revival, and incentivised them for their achievements. Getting involved - staff involvement nets startling resultsAmarjit Shokar, dealer principal, Romford MazdaBy allowing sales staff to be involved in every aspect of the business, Romford Mazda netted some impressive results which took them from being the worst-performing franchise, in terms of financial stability and customer satisfaction, to one of the best.Delivering the right customer experienceAndrew McMillan, former head of customer services, John Lewis PartnershipFollowing on from his presentation at last year's AM Franchised Dealer Conference, this customer service expert will touch on the retail experience before examining the team leadership that's vital for delivering and maintaining great customer care. He will also share more best practice from John Lewis, reiterating the company's reputation as the standard-bearer of customer service.