Monday 13th May was the national Škoda Human Touch Forum at the Hilton NEC, Birmingham.
The event brings together Heads of Business and Sales Managers from the Škoda retailer network, as well as key national contacts and other suppliers from the VW group.
The Human Touch Forum is all about delivering the ‘Škoda magic in every mile’. Providing an exceptional and memorable experience with each and every customer – above and beyond ‘process’.
There were more than 250 in attendance, and Performance in People’s (PiP) Škoda Account Director, Lom Dolby delivered a 75 minute ‘Behaviour Matters’ workshop. Lom presented an interactive session focused on the award-winning Behavioural Measurement Score® (BMS®) including:
- Process vs Behaviour
- Mystery Shop Cinema
- Škoda network BMS® performance analysis
- How to deliver the best Human Touch performance
The forum event was host to several other speakers and suppliers, focused on sharing insights, and thought-provoking CX ideas and innovations to support the Škoda Human Touch initiative.
Fred Sirieix, the French maître d'hôtel best known for appearing on Channel 4's First Dates, and BBC Two's Million Pound Menu, presented a workshop on how to treat every customer as “guests” and build trusting relationships with customers.
PiP have been delivering a regular mystery shopping programme across the full network of 123 Škoda Sales retailers since 2016 – with experience of working with the Volkswagen Group brands since 2008. The Škoda Human Touch Forum was a hugely successful day, and PiP were delighted and privileged to be part of such a big, influential event.
