All right, well, hello and welcome to this morning's webinar. Our speaker today is Sean Graham from e-emphasis. Before I turn it over to Sean, I'd like to let those of you who are live with us know that you may submit questions during the webinar via the Q&A tab at the bottom of your screen. This webinar will also be recorded so that you may watch or rewatch on demand at your convenience. And with that, I will turn it over to Sean. All right. Thanks, Liz. I appreciate that. And I appreciate everyone for joining today. So we're going to go through a lot about customer experience, a lot about customer engagement. And really, a lot of this is stemming from what we at e-emphasis, or formerly CDK, has learned over the last couple of years as we rolled out our integrated CRM E-Link. So again, we learned a tremendous amount during that time about best practices and everything like that. So again, we'll kind of one by one go through all these different areas. So let me go ahead. I'm going to stop sharing my video because I don't want it to freeze and I don't want anybody to get distracted by that. So going into this, before I kind of get into this, a little bit about more of my background other than just the last couple of years and the CRM stuff, I've spent five years previously in the field in sales and marketing background in the automotive space. A couple of years in the advertising and the sales space, digital marketing. The last seven years have revolved strictly around heavy equipment and heavy equipment dealers. So I've been with CDK Heavy Equipment, now e-emphasis, going on seven years. And again, the last couple of years of that have been strictly revolved around customer experience, CRM stuff, customer interaction. So that's really a lot about what I'm going to drive today is a lot about best practices and kind of, again, what we've learned along the way while we've done this. So I'm going to start this off and really kick it off and say, how important is customer engagement? Obviously, we're here today because of that exact topic, and the answer to that is very important. And we're going to really dive into a lot of different metrics as to why it's so important. But you can really think of customer engagement, and I'm going to go through this in some later slides. It really directly correlates to customer interaction. So every single time you guys interact with a customer, it's an opportunity to make a positive impression on that customer. And I can't stress that enough how important that is, and it's not always feasible to provide that positive experience, right? We can do the best we can, but at the end of the day, sometimes there are situations that don't allow us to be completely positive. But a good metric that kind of helps prove a point here is 54% of consumers buy from a dealer who provides better experiences compared to lower prices. So customer loyalty is real, providing a positive customer experience, and that interaction is real. We're going to talk about the different tools that you can use to help evolve that. And I have a couple other metrics that I'm going to go into in the next slide that, again, help prove the point. 98% of brands that rank their customer engagement efforts as excellent or good beat revenue goals. 98% of brands that rank their customer engagement efforts as excellent or good beat revenue goals. So it's super, super important that we not only provide that experience, but we know we're providing that good experience. So the other part of that is there's a 48% year-over-year likelihood to increase a customer buying brands if they utilize cross-channel customer engagement strategies. So that's what we're going to talk about. We're going to talk about those different tools, those texting tools, those emailing tools that we can use. There's other tools that I'll talk about at the end or towards the end regarding some futuristic tools like augmented reality. So reaching out to a customer and talking to a customer isn't just about picking up the phone or shooting off an email. There's other ways of doing this that we're going to really go through. When we think about all these different ways that we're interacting with a customer, what are all those different ways and where are we interacting with customers? You might be thinking to yourself, well, when a customer calls me, we're talking to a customer. But although that's true, every area of your business has the ability to provide a positive impression for a customer. So when we have a customer walk in or call in or if they use a digital tool to schedule service or request service, again, making sure that that's a positive experience, making sure that it's efficient for the customer and the customer isn't going through the process and then getting to the end and receiving an error or anything like that. So again, it's not just us providing that experience in person. It's also providing that experience digitally. If we're going to use digital tools, make sure those digital tools work. And again, I can't stress that enough. Same thing with the customer buying a part. Customer walks in and we're trying to look up what piece of equipment they own. If we're fumbling through our business system, we can't find the customer history. All of this is an annoyance for not only your employees, but also the customer. And that's not providing a good customer experience. So it's important that we have the right tools in place to be efficient and to be effective. And ultimately, that's what we're going to talk about. So for those of you, and I noticed some names on here that I've seen on previous webinars. So for you that have seen previous webinars of mine, this is a common slide that I bring up. The math of a customer. It's actually kind of funny when we talk about this because I'm terrible at math. I've never been good at math. But when I started thinking about what is the math of a customer, how do we lay this out? And how is it, how do I lay this out simply? So I talked about every interaction with the customer needs to be positive. Whether that is digitally, whether that is in person, doesn't matter. So the simple way to lay this out is providing a great customer interaction or experience or adding that to the customer experience ultimately for you guys is going to provide more customer engagement. I'm a victim myself. I oftentimes go to the same places because they know my name, they know my order. When I call into certain places to order something, they already know what I ordered last time. I don't look at the price generally. It's all about providing that customer experience. So in turn, you get more customer engagement. So we talked about how important customer engagement is, right? But what are the different ways that we can provide that customer engagement, ultimately engage with customers, right? There's so many different ways. You guys probably have different vendors reaching out to you saying they have new tools to talk to customers and this and that. But what are the most important, especially nowadays? What are we seeing becoming the most important tools and what are we seeing actually works? Because again, there's so many tools. We can have all these tools, but it's also important that we're tracking the ROI and it's important that they actually work. When you look at this list, and I'm going to go through these different areas today, but when you go through this list, start to think about this technology. Was this technology there years ago? Some of it wasn't. When I talk about augmented reality towards the end, that's something that four years ago, CDK Heavy Equipment, now E-Emphasis, we didn't even have that really in our portfolio. So when COVID happened, we had to pivot and we had to change the way we interact with customers. So we brought on new tools, new technology to not only interact with customers, but what we found is it's enhancing the customer experience. We're getting more engagement with customers. So all of these tools that we rolled out have all stuck. They've all stayed around and they've all become tools that a lot of our customers have adopted. So the first tool that we're going to talk about today is near and dear to my heart. I have a marketing background. I think it's so important, but CRM and marketing. How important is CRM and marketing to a business? This has become a critical component to any organization, and it's becoming a bigger and bigger topic for those that haven't adopted to a CRM. They are starting to now, but there's really four main points when it comes to a CRM, at least from what we've learned, it becoming an overall customer communication tool. So we can't really think of a CRM anymore as just a sales tool, right? A lot of times when I meet with customers, the first thing that they want to talk about when it comes to a CRM is sales. That's great. They're probably one of the most heavy users in the CRM. But what about the efficiencies that can be created throughout the organization, within your service department, within your parts department, within your rental department? Oftentimes, there's different opportunities that are coming in for different areas of the organization that aren't receiving the same efficiencies that your sales team can get out of a CRM. There's no reason for that. It's just all about the mindset of a CRM. Another example of that is after sales. So a lot of organizations have gotten to the point where they've developed their PSSR, their parts and service sales managers or representatives, and they call the customer after the sale. They reach out after the sale. There's nothing preventing those folks from also living in the CRM and having the efficiencies of the CRM help those individuals know who they need to talk to, know what they're doing. So again, it's more than just documenting calls. It's something that we really have to create efficiencies to help the entire organization. Otherwise, those employees don't want to do the work. Again, there's more to that than just providing the tool. It has to be efficient. I can't stress integration with your current business system enough. If you're duplicating the work, your employees probably don't want to do the work. Other areas of this, I kind of talked about this, opportunity and lead management. It's more than just sales. We have opportunities and leads coming in for all sorts of areas of the business, helping create efficiencies for your team. Again, that comes down to integration. But the other portion of that, we're going to talk about that as well, which is effectively marketing to all customers, not just your top customers, not just the ones you talk to frequently. An effective CRM should be able to market to customers no matter what type of customer they are, no matter how much they buy from you, how often they buy from you, what type of equipment they have. You should be able to have that all set up differently. And again, we're going to talk about a lot about this. So kind of driving off of what I just talked about, what an effective CRM can do is help you never stop communicating with your customers. It doesn't matter what type of customer that customer is. A good friend of mine who is a consultant in the heavy equipment space, we had a sit-down conversation and we were really just talking about CRM and really trying to understand how we can help dealers really simply understand the importance of a CRM. Because again, some people are to the point where they're starting to understand they need something, but they really don't understand why they need it, what it actually does. And again, everyone's different on what they want to do with the tool. So as we were talking about this, I'm kind of stealing his thunder here. He wrote down on a pad of paper and built this nice diagram. And when it comes to the diagram, really simply, and this can be more dynamic, but you have your A customers, you have your B customers, you have your C customers. Your A customers might be customers that you never forget about, right? Your salespeople might be talking to these customers daily, weekly, monthly. These customers are constantly getting communicated with. Then it moves down to your B customers. So again, these customers, maybe you're forgetting about some of these customers. Maybe these customers kind of fall into the A, B ranking where you have these different customers still getting notified, still getting followed up with. Then it gets down to the C customers. These customers are the ones that can really benefit from a CRM and the communication tools. So your C customers might be customers that maybe you know they don't buy a lot from you. Maybe you know that they've only bought one piece of equipment. Maybe your salespeople don't want to chase these customers because they don't buy that much. Does that mean you want to stop communicating with these customers? Does that mean you want to stop talking to them altogether because they don't buy a lot from you? Having a tool that has the right automations to recognize customer spend history, and again, a lot of this comes down to integration with your business system, your ERP, whatever you're using, so that your CRM can automatically know these trends. But having that automation allows the platform to do the work for you, to do the work for the salespeople. So that when it's time for that customer to actually make a purchase, whether that's a parts purchase, whether that is service a customer needs, again, it doesn't matter. The customer wants to spend money at some point, and when it's time to spend that money, if you're communicating with that customer, even if it's a once a month email, that customer has your brand at the top of their mind. They know who they're going to. Again, this is one of the most common areas that really get passed up. People don't want to spend the time on it, but ultimately, it's a revenue generator. So moving to the next area, before I get into the next area, I have a question. I'm going to ask those of you to answer this in the chat, and I will say that I have done a similar presentation to this, probably going on four or five times now. I already know a lot of the answers that are going to come into this, so I'll be able to speak to those. But it's also important that everyone knows that there's no wrong answers here, and it's probably uncommon that each of you or any of you will have the same answer. But over the next couple of years, if you have a customer who purchases a unit that's $100,000 or more from your organization, how often do you want to follow up with that customer? And again, it doesn't matter how that follow-up is occurring. It could be text message, it could be email, it could be phone call. How often do you want your organization to somehow follow up with that customer? So I had a direct message that said twice. Another one came in that says three times, but depending. Eight times, another one. Yeah, so you can keep on sending those. I'll monitor the chat. Eight, twice, three times. Another direct message, five times. Yeah, so again, no wrong answers here at all. The reason for that is because everyone's right. You need to be able to pick and choose when you're following up with the customer and how many times you're following up with the customer. Because this could be based off of spend. This could be based off of when they purchased. Oftentimes, I hear customers tell me that they wanna reach out to their customers based on the type of customer they are. Are they municipality? Are they a landscaper, a plumber? It's important that we segregate those so that we're effectively targeting those customers. So the answer to this is everyone's correct. Everyone can be different. In fact, I don't think I've ever worked with a customer on this strategy that's been the same. You guys know your customers. You know what you think works best. But it's also important that we can pivot and we can change that along the way as well. So we'll talk about tracking our ROI and making sure stuff is working and maybe what's not working. But again, this is all different. And there's no reason why you shouldn't have a tool to help you manage that. So when it comes to responding to customers, when it comes to talking to customers, there's really a golden rule behind all of this, which is fast or quick responses. So when a customer reaches out to you, they need to receive something back quickly. Otherwise, there's somebody else that they can reach out to that will respond fast. So a good step that comes from this, and this comes out of the auto space because I couldn't find anything that had the equipment space yet, but that's what we wanna have come next, which is companies that respond to a customer within the first hour are seven times more likely to qualify that opportunity than those who respond even an hour later. Seven times more likely to qualify that opportunity if you respond within the first hour. And you might be thinking to yourself, okay, so what if I have people standing around waiting for customers to reach out to us? I may be standing around, trying to communicate with customers. Absolutely not. Again, this is where technology comes into play, where you should be able to reply to your customer, whether that's text message or email, you can reply to that customer within seconds. That communication could be personalized to that customer if you have the technology set up properly. So again, depends on what type of customer it is. If you have integration, which I can't stress this enough, you might even have the exact stock number or part number the customer is reaching out about. Super, super important that we respond fast. So, how do you act fast? And again, I kind of talked about some of this, but knowing the customer. So I talked about when a customer calls in or a customer comes in and they wanna buy something, they want service on their unit. I was actually meeting with a customer and I was doing, I was on site and I was sitting with their service department, a customer, and they were having a hard time finding that customer's unit, finding the customer history. The customer was getting frustrated when we were standing there because the customer had been there multiple times. Again, this goes back to the experience and the engagement. If we aren't using technology to our advantage, what's the point? It plays a huge, huge role in this. The second thing is, it plays a huge, huge role in this. The second part of this is integration. So I brought this up now three times. It's super important that the integration is there with whatever tools you're working with, so that number one, employees aren't duplicating their efforts, but number two, that everything talks back and forth so that it doesn't matter what tool we're in, we can still see the customer history, we can still see customer units that they own, what they've done with us, their purchase trends. Otherwise, if you're flipping back and forth between multiple systems, again, that's not effective, it's not efficient. Having a mobile view, I noticed a spelling error there, having a mobile view to increase visibility because oftentimes, this is something that we have really pivoted and also, as a company, really changed, which is allowing our out-of-office strategy to really mimic and match our in-office strategy. So having that tool and technology at our fingertips on our phone, obviously, that's where we all live, and some of you might even be on this webinar on your phone. That's where we all are living present day, that's where your customers are living. So allowing customers to interact mobily, allowing your employees to interact mobily. If your employees have to go back to the desktop in their CRM or their business system to enter in a customer, that's not efficient, that's not effective. That also plays down into the role of having tons and tons of duplicate customers or contacts for the same customer. The last part of this, and I can't stress this enough, oftentimes, when it comes to CRM and marketing, the buy-in that we receive from our customers all comes into play when we start talking about automations. Automations allow the platform and technology to do the work for the salesperson. Another good quick story is that I was meeting with a customer recently and that customer wanted me to meet with one of their sales guys that had been with the organization for over 20 years. This gentleman was, I would say, probably late 60s, definitely been around the block. All of his customers, he really had a great relationship with. They'd been with them for quite some time. So really, when I started talking to him, I asked him, with your customers, how do you follow up? And he said, well, I know who I need to talk to. Okay, then that might be true, right? I said, how do you make sure that you're responding to these customers quickly? And he told me he's constantly monitoring his email and text messages. So in that conversation, it got brought up that he was taking his first vacation from the organization. And I wanna say it was like five to seven years he was taking his first vacation. So I asked him how he was gonna follow up with his customers while he was on vacation. He was gonna be out of the country. He did not have a response. His response was, I guess I'm gonna have to try to log on to my phone and email whenever I can to try to respond to customers. At that very moment, he was bought into the CRM because I told him that we can do that work for him. We can automate responses so that he doesn't have to sit there on vacation for the first time in five years and try to respond to customers. Super, super important. So we talked a little bit about this when I went through the answer, when I said we need to be able to respond to customers based on any different way. And again, these are some of the examples that you bring up when we talk about different customers. So again, it could be type of customer, it could be a business type of customer, it could be based on where that customer or that opportunity came in from. If it was an onsite visit or a store visit, maybe it was a phone call or a social media or internet opportunity. Maybe it's based on timing, which is exactly what I just talked about. On the weekends, on the holidays, after hours, if you're employed, after hours, if your employee is on their own vacation, maybe it's by lead source. So is it a third party source? Do we know that we don't generate a lot of revenue from some of these third parties? So maybe we don't wanna act as fast on those, or maybe we want those to go to a certain person. Any and all the above of what you're thinking, should be something that you can create in your CRM and technology to do for you. So we talked a little bit about how we can use our business system to help create efficiencies. Most business systems, I know our e-emphasis IntelliViewer platform has the customer portal screen or customer profile screen, but really one screen, whether it's in your CRM, whether it's in your business system that has all the customer's information on that screen. And one of the big reasons why I even included this in the conversation is because a lot of our e-emphasis customers have forgotten about this. They forgot that screen exists. And I brought up that story about sitting with the service department and they're fumbling around trying to find that customer and the history of that customer. That's exactly what this screen is intended to do. We found that to be efficient, almost all interactions should start from that customer centric profile screen. And again, it shouldn't matter if you're in the CRM, it shouldn't matter for the business system because if you have an integrated CRM, both of those are matched together. So it helps the interaction, it helps you know who you're talking to and a great stat that comes from this, and this is actually IntelliViewer study that we did a couple of years back and it's probably changed since then and probably gotten even faster, but with no integration, it takes 45 seconds. 45 seconds, that's on the fast end. We pull multiple people, multiple studies to see how fast somebody can do is 45 seconds. Now you add 45 seconds up throughout the day, throughout the week, throughout the month, throughout the year, that becomes a lot of time. With integration, you're looking at five seconds or less. I can get to a customer profile in probably two or three seconds. So super, super important that, again, we're using technology effectively. We're using it the way it should be utilized. So I talked a lot about communicating with customers, right? How do we communicate with customers? Let technology help us out and communicate, but there's also some golden rules when it comes to customer communication. Number one is personalizing that communication as much as possible. So that's where we can utilize the technology. What type of equipment is it? What type of customer is it? How often are they purchased from us? Making sure that we're personalizing that so that the customer has value in that communication. If you don't have value in a communication, there's no point of sending it. When we have customers who receive text messages that every single customer receives in your organization, the same message, you're gonna receive a lot of opt-outs. It's also important to communicate with customers the way they wanna communicate. So everyone's different. For me, just text me or email me. For me, just text me or email me. For other customers, maybe they don't wanna text or email. Maybe they prefer that phone call. That's fine. Just know that. Know they want that phone call. Know they don't wanna text message. The other part of this is bad communication is still communication. Kind of a double-edged sword there. So we have to be careful that, yes, we're offering communication, but we're not just sending out mass text messages or mass emails. Super important to give your customer the ability to opt-out of communication. I'm gonna talk more about that in the texting area of this. I can't stress that enough. That is super important. That's gonna also save you from legal concerns, which is something that is a trend right now in the automotive space, which, again, I'll talk about that in a second. But a good quote that comes out of this, and something, as I started building this, something that resonated more than ever, which is, if you broadcast to everyone, you're broadcasting to no one. Make sure there's value in your communication. As always, and I'll bring this up multiple times towards the end here. I'll bring it up again. Make sure you're tracking your ROI. This is an important piece of this. Are we selling more equipment? Are we getting more interaction? Employee satisfaction is one that, as we started having our dealers track this with the integrated CRM, integration makes people happy. Efficiency makes people happy. So that's why oftentimes we get buy-in for our CRM because of the integration that it has into the business system, where I meet with some dealers and they say, we tried a CRM and our employees didn't wanna use it. Well, why didn't they wanna use it? Because they were duplicating their efforts, because they were doing stuff twice. If I give you something that's making you inefficient and making you do things twice, you're probably not going to do it either. So before we move on to the next couple of tools, just some best practices within all this, making sure we're using technology to our advantage, having somebody that manages customer engagement. This is becoming more and more prevalent in the heavy equipment space where we have somebody that's actually managing customer communications, managing customer engagement. It's super, super important that we're making it easy for our team to do the work. I'm not going to go back to that, what I just said a couple seconds ago. If somebody has something that's not efficient, they're not going to use it. Making sure we're not over communicating with our customers, making sure we're providing valued communication, and then again, tracking your ROI. So as you go through these different strategies, as you maybe adapt to a new CRM, just making sure stuff's working, making sure we're not wasting our time with different areas that's not working, and being able to pivot and change the way we already have things set up. So you don't necessarily always want to do things the same exact way that you're doing them today. Otherwise, you probably won't be looking for a platform to help you. So just being open to changing the way you do things. So moving into methods of communication. So we've talked a lot about customer communication, different tools, different technology that we can use. How do we help improve customer engagement through these different methods? There's really two methods that I'm going to talk about. The first method is text message. The next is augmented reality. So again, when it comes to these two platforms, these two platforms really four years ago, pre-pandemic, they were stuff that yes, we were rolling out or we started to roll out, but nothing that really we saw that was going to take off. So it's something that's become successful and something that customers have an appetite for. And you might be shaking your head, yes, when you think about texting, but we'll talk about augmented reality in a second as well. So how important is texting? And again, a lot of you probably are starting to understand this or have understood this. A lot of you have probably rolled out a texting platform. If you haven't, it's probably time to do so. That is the preferred method a lot of people want to communicate by. So some stats that come out of this, Americans text two times more than they call. 88% of Americans text regularly. 97% weekly. Texting is 10 times quicker than a phone call. That is huge. When it comes to texting, one of the big reasons why it's quicker, and I bet you this stat would even go up more if we started bringing in the automation part of it, where we're automatically sending texts based on the certain type of customer, but it's way faster. 83% prefer text over phone. Again, it depends on the customer. Being cognizant of what type of method of communication that customer wants is something that's important because if you have a customer you're texting and they prefer a more in-depth phone call, or it's a customer that you guys interact with frequently, a phone call is probably best. But just simple ways of communicating, letting a customer know where they're at within their service work, reaching out to a customer, the end of warranty. Again, stuff like that can very easily be sent through text message and not wasting anyone's time and creating efficiency throughout your organization. So texting helps nurture relationships. It's creating, it's building those relationships. It offers that informal way for customers to interact with you. A great stat that comes from this is that there's a 93% better follow-up when a dealer texts with a customer versus phone or email. So if you call a customer and leave a message, or you email a customer and you text a customer, you're going to receive a better follow-up through text. There's also other areas within texting that can help. When we talk about integration, our emphasis texting platforms, whether it's in the CRM or the business system, offers templates that you can automatically send, integrated inventory, areas that ultimately create efficiency throughout your organization. So some best practices when it comes to texting. And the first point you have to be extremely careful of because TCPA has become a huge, huge component within texting. We have to make sure that we're giving our customers the ability to opt-in and opt-out of messages. There has been quite a few horror stories that I've heard over the last couple of years that have been heavily on the automotive side. But because texting is rolling out heavily on the heavy equipment side of our business or vertical, it's also been a huge concern. Allowing mass text messages, mass marketing to go out to customers and just spamming them has become a huge concern. So make sure that whatever texting platform you're using, whether it is an e-emphasis platform, whether it is a integrated platform, just make sure they're TCPA compliant. Most are, but just making sure that measuring your ROI and KPIs, making sure that we're effectively communicating with customers. If we are sending marketing messages out through text message, make sure you're personalizing that as much as possible. Again, nobody on this call wants to receive something that doesn't apply to them. But if it does apply to you and you find value in it, that's when you're really going to get that interaction. One of the things that we found successful is being able to text enable existing landlines. So when it's possible, if you can take your existing landlines that your organization already has, whether that's directly to a salesperson, whether that's directly to your service department or your parts department, being able to text enable those. So that way, when you do text the customer back and forth, the customer isn't confused about who that's coming from. They know who that's coming from. Last but not least, don't over-communicate. Remember that quote, if you broadcast to everyone, you're broadcasting to no one. All about the value within this. The last tool I'm going to talk about is augmented reality. So when it comes to augmented reality, this has been something that has become more and more utilized in the heavy equipment space. So just before the pandemic or right around the pandemic, we started rolling out an augmented reality platform that integrates with our business system. When the pandemic happened, our dealers found ways of utilizing that we didn't even think of. So it kind of accelerated the growth of that. And what I mean by that is it not just utilized where we thought, which would be being able to virtually diagnose a customer's piece of equipment, saving those truck rolls from going out and visiting a customer, but it also helped with the sales process. I had an organization that was selling equipment all through augmented reality. The customer was able to zoom in. The customer was able to circle stuff on screen, what they wanted to look at, communicate directly with that salesperson without ever having to step foot out of their house. So when it comes to this, this is really where society is moving. It helps create that immersive experience. If you don't do this, there's a good chance that somebody else is going to do this. And some numbers to really back this up, because as I start talking about this, you might think to yourself, is this a good idea? Is this a good idea to do this? And I think that's a really good question. I think that's a really good question. As I start talking about this, you might think to yourself, is this really there yet? Are we really at augmented reality? I will say yes. The stats say yes. I am kind of a victim myself. On the weekends, I find myself at Pebble Beach on my VR headset. So I'm not buying stuff yet, but definitely utilizing it. But on a real note, again, some numbers to talk about this. 68% of consumers said they would shop more often if they could use a form of AR to help. 175 million consumers use AR to shop in 2022. That number has grown. I've had to change this number three times. That number continuously grows over time. So again, this is where the world is moving. 48% of consumers said they would pay more for a product if they could customize that product utilizing AR. So on a small, small scale, I kind of brought up a situation where customers were selling using our augmented reality platform. That's going to continuously grow. And there's an appetite for that growth. So when it comes to AR, again, where do you start within all this? Is it something you actually want to start with? I will say best practices of what we learned through all this, just start slow. Be selective on which customers you want to try it with. This isn't going to be for all customers, but there are some customers that would interact with this. And then as always, track your ROI. Make sure that it's working. Make sure that we're targeting the right customers with this. That's how you're going to know what's working and what's not. So before I open this up for some questions, I kind of want to go through some key takeaways for today. So I kind of went through and just built some quick bullet points of top pieces of this that we can really take away from this entire presentation. Customer interaction and experience are directly tied to customer engagement. Remember, more customer interaction drives from a better customer experience and great customer engagement. Allowing technology to help create a better customer experience. I cannot stress that enough. Let technology do the work for you, which kind of takes me into the next point, which is allowing your CRM, if you utilize one, to create automations for your customers, but also for your employees. Watch employee satisfaction rise as you adopt tools to help employees do their work. Tracking ROI in every aspect, it doesn't matter what tool you roll out, doesn't matter what you're doing, track your ROI, make sure your efforts are working, making sure that you're ready to pivot how you're actually doing things, making sure that you're ready to pivot how you're actually doing things. Try using cross-channel marketing. So again, not just phone call, email, text message, augmented reality, automations within your CRM. These are all different ways that we can communicate with our customer. And then if you haven't already, try texting, look at augmented reality. Again, augmented reality is something that is rolling out faster than we ever thought within the space, really accelerated by the pandemic, but it's something that has become a tool that our dealers have really taken to the next level. So again, with that, I appreciate everyone for being on here. If you couldn't tell, my passion really lives around the marketing space, technology, helping our customers adopt new technology to help create efficiencies. So if anyone has any questions after this, my email is on here. Please feel free, even if you want to reach out and just talk about best practices, whether you're an e-emphasis dealer or not, I'm happy to talk about different tools that we've learned to become best practices. But with that, any questions on anything? Hey, Sean, I see one question here. I'm not sure if you can answer it, but you talked a lot about augmented reality and AR. And we've been seeing a lot about like chat, GPT and AI in the news lately. Where do you see, like, do you see AI becoming a part of this as well? Or how do you see that kind of being integrated into all these other things that you were talking about today on the webinar? Yeah, great question within that. I will say that I can't dive too deep into that because more to come on that. Definitely AI has been something that as an organization we have discussed multiple times on what are the areas that we can start ruling that out. What I will say is that is going to become another tool that is going to help, you know, create efficiencies within the organization and ultimately just help people do their jobs. Right. When it comes to specifically, we'll say a salesperson, you know, the last thing a salesperson wants to do is sit there all day and jot down notes about what they talk about the customer. You know, a salesperson, their job is to help sell equipment. And ultimately that's what their skill set is, right. Communication. So by utilizing technology to help them, you know, spend more time communicating with customers and selling equipment. That's ultimately where I think we're going to see that start to roll out first. But I will just say more to come on that because that is definitely something that is coming fast. So good question on that. Great. Well, I don't see any more right now, but if anybody does have any questions or of course, we'll email this recording out to everybody who registered later today. So Sean's email is right there if you want to get ahold of him, Sean, thank you so much for joining us today. Yeah. Thanks everyone. I appreciate it. Thanks. Bye. Bye.

webinar

customer engagement

customer experience

integrated CRM

personalized communication

fast response times

augmented reality

cross-channel marketing

AI technology