MG Cannon turns spotlight on customer service

MG Cannon held its first Customer Experience Conference at The Haynes International Motor Museum, Sparkford, Somerset, enabling the team to meet, share advice, learn from each other, and hear invaluable cross-industry relevant advice from an external speaker.

The meeting brought together its customer advisors and drivers from its modyshop and Magic sites.

It was an opportunity for them to share information and ideas, identify future obstacles, and ensure all customer facing staff are aligned with the company’s brand strategy.

Delegates were welcomed by Robert Snook, group director, with facilitation by Juliet Harris, group brand manager, and Alex Oram, regional brand manager.

The conference also invited guest speaker Chris Lloyd-Jones of British Airways to deliver an outside perspective on best practice with customer service.

His message focused on customer experience and delivery of the brand promise. He explained how there are a series of ‘moments that matter’ to a customer and how similar MG Cannon is to British Airways in that the customer-facing staff, be it cabin crew or customer advisors and drivers, are increasingly the only face to face contact the customer has, so they are responsible for the moments that matter and deliver the brand promise that pushes their brand to provide a first-class experience in an increasingly competitive market for both brands.

Robert said, ‘The interaction of the team was an outstanding example of our brand culture and company ethos. From the minute they walk in to the minute they left, every person was engaged, interactive and a credit to MG Cannon.

‘The day concluded with a museum tour to remind ourselves that products and brands that don’t change, don’t meet market demands, and don’t prepare for the future end up in museums. Our team left fully confident that we have a sound and sustainable strategy; and that they are key to building our brand with our customers and business partners.’