Today’s consumers expect immediate gratification thanks to the rapid fire growth of technology. That’s actually good news for dealers poised to tap into that consumer urgency and use it to gain a competitive advantage, according to Ross Shafer, a leading author and TV personality who will share his belief in the power of cultivating “customer empathy” during the opening keynote address at the 2013 RV Dealers International Convention/Expo on Wednesday, Oct. 2, according to a news release.
The convention, sponsored by the National RV Dealers Association (RVDA), RVDA of Canada, and the RV Learning Center, will take place Sept. 30 – Oct.4 at the Rio All-Suite Hotel and Casino in Las Vegas. Immediately following the keynote address, Shafer will present a breakout session on success and motivation.
“Ordinary customer service doesn’t work in today’s economy,” according to Shafer. “It’s Customer Empathy – the art of understanding the customer’s emotional state before, during, and after the transaction that will insure long term growth and loyalty.” Shafer, after dissecting 1,000 random customer complaints, wrote the books, “The Customer Shouts Back!” and “Customer Empathy” to depict how drastically consumer expectations have changed in recent years.
In his keynote address Shafer will teach dealers how to implement Customer Empathy and offer his “Top Changes you need to make to win your customer’s long term loyalty.” The breakout session immediately following will feature Shafer’s thoughts on success and motivation, popularized in his book “Nobody Moved Your Cheese.”
“RVDA’s annual convention educates its dealer base so they can achieve a competitive advantage, and Ross Shafer has a unique take on ways we can truly connect with our customers and prosper in the process,” said RVDA Convention/Expo Committee Chairman John McCluskey, of Florida Outdoors RV Sales in Stuart, Fla. “With dynamic, insightful speakers like Ross on the program, this year’s Convention/Expo promises to be the best yet. Dealers should expect to bring home new ideas and powerful motivation after attending this event.”
Noted as a tremendously effective and entertaining speaker, Shafer’s career path is unconventional to say the least. He began in business, moved into advertising, honed his comedy skills, and eventually made it on television, hosting several network programs. However, he was motivated to get back to his corporate roots and pursue training for professionals, which he has done with great success. He’s authored five business books and produced numerous corporate training videos.
The theme, “Education: Your Competitive Advantage” emphasizes the importance of bringing more dealership staff to the Convention/Expo and the program has been expanded to offer more learning opportunities throughout the week to meet the diverse needs of RV professionals. New this year is Vendor Training +plus, which is a day and a half of extended training to allow industry suppliers to conduct longer education sessions focused on their products.
This year’s Convention/Expo is designed to be of high value to all key dealership staff and is priced to allow the whole team to participate. Dealers can register now through June 28 for the lowest rate. RVDA is also offering special registration plans, including an easy-pay plan of four payments and the ability to lock in early bird savings for additional employees with one paid convention registration.
Young RV executives who attend will find that many of the educational offerings reflect their interests. There will be one education event created for young RV executives as well as a social offering for this emerging group.
The 2013 convention will also feature an exhibit hall filled with the RV industry’s top suppliers of products and services that help dealers improve profitability and service. RVDA’s Partners in Progress Brand Committees will also meet to work on important dealer-manufacturer issues.
Companies interested in partnership opportunities, sponsorship, and exhibitor information can contact RVDA at (703) 591-7130, ext. 103 or send an e-mail to firstname.lastname@example.org.