ATL Autobahn Promotes Best Customer Practices at Regional BMW Conference
ATL Autobahn, exclusive distributors of the world’s leading Luxury car brands, BMW and MINI provided a riveting presentation on the company’s best customer service practices, at the annual BMW Importers conference held in Lima, Peru this past Wednesday. The executive team, led by Chief Executive Officer at ATL Automotive and Sandals Resort International, Adam Stewart represented the Caribbean region at event, which hosted 100 of the top BMW importers in Latin America.
“We were proud and humbled to be invited to represent Jamaica amongst such esteemed company and perhaps share some of our successes. Jamaica is renowned throughout the world for not just the warmth of its people but also the high level of customer service available in our country.” Stewart commented.
Stewart maintains the weight of digital marketing platforms in the new age customer experience, but asserts that it commands much more than just being present stating “speed and resolution matter – that should be standard, but it’s the personal touch and accuracy of information that turns an average experience into an exceptional one” Stewart affirmed. Stewart also highlighted that “while much of our interaction with our customers has transitioned to online communication, the need to provide better human service and that is truly, wholeheartedly what we set out to achieve and we do it through firstly recruiting the right people, incorporating the latest systems and then training, training and more training!”
Co-presenter Dr. Philip Brown, Group Director, Training Standards at Sandals Resorts International who enlightened the audience with a presentation that covered Sandals Resorts and the much-lauded Sandals Corporate University also offered insight to some of the secrets behind the Group’s leading customer service practices. Brown attributed much of the difference in the ATL/SRI approach to the sheer passion for meeting the changing needs of its customers. “Our customers are no longer confined to a single means to connect with us and our brands. While we realise how important it is to evolve with them by being more present online and implementing more innovative ways to enhance their digital customer experience, the human touch and the will and ability to do what you’ve got to do to satisfy will never be replaced however the world changes.” said Dr. Brown. ATL Automotive and ATL Autobahn’s integration of the video presentation software, CitNOW serves as a testament to this commitment. CitNOW videos are used in Jamaica exclusively by ATL Automotive and ATL Autobahn as a best practice tool that offers a more tailored customer experience through personalised sales and service video messages that cater to the unique needs of each customer.
ATL Autobahn opened its showroom doors earlier this year as the first Jamaican automotive company to earn the exclusive BMW dealership for 8 other territories within the Caribbean region. The accomplishment also provides ATL Autobahn with a unique opportunity to share its best practices with its regional counterparts and further enhance the auto industry by developing distinctive customer experiences through state of the art facilities and gaming changing training initiatives.
