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How a Custom Survey Provides Exceptional Customer Service

January 29, 2014 @ 2:00 pm - 3:00 pm

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Sponsor: emfluenceemfluence

Automation – from welcoming new customers and prospects to re-engaging inactives – is the “easy money” of email marketing. Across all stages of the buyer life cycle, marketers can use automation to stay in touch at the right moment with their customers and prospects. Most importantly, it’s useful for more than just selling – an automated email plus feedback survey combination can lead to happier customers and longer loyalty. Mercedes Benz vehicles attract customers with an especially high demand for quality and customer service, so they insist on nothing but exceptional customer service from its dealers. So, Mercedes-Benz of Kansas City uses a series of triggers to successfully gauge customer satisfaction in order to meet the brand’s service guidelines. Join Jessica, Community Director of emfluence and Kris, eCommerce Manager for the Soave Automotive Group to learn actionable automation strategies and a real-world success story from Mercedes-Benz Kansas City.



Kris Nielson
Kris Nielsen is the eCommerce Manager for The Soave Automotive Group, a collection of luxury and exotic automotive franchises in Kansas City. Not only is he responsible for the group’s online marketing and sales operations, he gets to promote – and test drive – the finest cars on the road, from Jaguar to Mercedes-Benz to Porsche. He handles the websites, email marketing, social media and “customer happiness” for the dealer group and heads up innovative ideas for incorporating technology into better customer service for their discerning buyers. Find him on Twitter at @KrisNielsenKC or @MercedesKC.


Jessica Best
Jessica is one part massive email, social media and online marketing nerd and one part permission-marketing evangelist. She acts as a strategic consultant and email marketing expert for both B2B and B2C brands and nonprofits, as well as the Kansas City chapter of the Direct Marketing Association, where she’s serving as Vice President of the 2014 DM Day event. She’s presented for audiences from Wichita to New York City to SXSW in Austin, all in the name of making better email marketers. Jessica’s primary role is as Community Director for emfluence, implementing the best practices she preaches for emfluence’s own marketing strategy.

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January 29, 2014
2:00 pm - 3:00 pm
Event Category: