Employee Retention Equals Customer Retention

Track: Leadership

Thursday, January 26, 2:30 - 3:30 PM

Room: D175

Presenters: David O'Brien

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The challenges around hiring the right people — combined with a dealership's need for great customer experience — is about to collide with the significant changes ahead for vehicle retailing. Learn new employee and customer retention skills and strategies. Appreciate the link between employee satisfaction and customer satisfaction; without employee retention there is no chance of customer retention.

Presenter

David O'Brien

Quantum5 LLC

CEO

David O'Brien is the president/CEO of Quantum5, the first platform to transform dealership training and bridge the gap between the traditional and digital customer through relational selling skills. O'Brien grew up in his father's dealership and later worked in training positions with companies such as Aon/Resource and Earnhardt Auto Group before starting his company with The Predictive Index, eventually rising to be its largest distributor in the Americas. He also created and managed MarCom Results Group, the largest independent provider of phone skills through the Marcom Technologies process.