Susan Ulrey, executive director, customer experience, Tenneco, presented the keys to extraordinary customer experience from a supplier’s perspective. Ulrey gave specific examples that reinforce how creating a great customer experience directly correlates with higher revenue growth. She explained how product information and technology standards are critical to delivering rich content that enhances trade partners’ competitive position and confidence.
Mark Seng, global aftermarket practice leader, IHS Automotive driven by Polk, brought his popular “Five Trends in Five Minutes” to the ACPN stage. Seng highlighted the evolving trends in the industry and the technology changes that are coming to the aftermarket.
“The aftermarket industry has the expertise, parts and technicians to service this new technology,” said Seng. Seng challenged the group to continue to develop new, innovative solutions to the complexities associated with next generation vehicles.
Greg Henslee, president and CEO, O’Reilly Auto Parts, provided an overview of the company, its history, expansion plans, culture and dual market strategy serving both DIY and DIFM customers. Henslee noted that the company, which was founded by the O’Reilly family in 1957, boasts 23 consecutive years of record revenue and comparable store sales growth.
“The keys to our success are our team members and culture,” said Henslee.
Bill Hanvey, president and CEO, Auto Care Association, reflected on lessons learned from more than 30 years working in the aftermarket, and how the effective use of data has become increasingly important in creating positive customer experiences throughout the auto care supply chain.
For more information, visit www.autocare.org.