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Automotive Customer Centricity Summit to Feature DCH Auto, Ford, Gartner, Hyundai, Volkswagen, and More on June 14, 2011

Automotive Customer Centricity Summit to Feature DCH Auto, Ford, Gartner, Hyundai, Volkswagen, and More on June 14, 2011


Jon Munzel founded Thought Leadership Summits (TLS) seven years ago with the goal of developing exclusive events that enable executives to have high-quality interactions with fellow thought leaders. With his background in the automotive industry, Jon quickly recognized the need for a Summit addressing relationships between OEMs, Dealers, Captive Finance providers, and their shared customers.


With that in mind, Jon launched the Automotive Customer Centricity Summit in 2005. Every year since, the Summit has addressed important strategic issues within the automotive industry, such as OEM and Dealer CRM, lead management, collaborative marketing, and customer lifecycle management. In 2010, with social media emerging to provide new channels of customer interaction, Jon added the Automotive Social Media Summit, and created the Automotive Summit Series.


“I started TLS after being involved with a lot of events that had little value due to their large scale and lack of quality — both from a content and participation aspect. Our goal is to develop and execute Summits that deliver value to our constituents by creating an intimate environment where senior-level executives are able to make true connections with one another, discussing their shared challenges and successes,” Jon said.


After the 2010 Automotive Social Media Summit, it was clear from delegate feedback that social media was a topic diverse enough to warrant a full-day agenda. While social media is a key aspect of customer centricity, it is also being used in many other areas of the industry. Jon said, “It made sense to expand the Social Media Summit but keep it linked to the Customer Centricity Summit. Doing so allows executives responsible for one or both of these strategic areas to seek out the exact content they need.”


About the Automotive Customer Centricity Summit

Now in its seventh year, the Automotive Customer Centricity Summit is the only Summit dedicated to helping the automotive industry improve customer relationships. In 2011, the theme is “Survive to Thrive – Maximizing Customer Value in a Slow Growth Economy.” The Summit will focus on utilizing customer relationships to strengthen OEM, Dealer, and Captive performance in the face of slow, unpredictable improvements in the economy.


“I’ve been on the agenda of both the Automotive Customer Centricity Summit and the Automotive Social Media Summit before, and look forward to speaking again this year,” said Gary Marcotte, Senior Vice President of Marketing at AutoNation. “I really appreciate that TLS is executing a different model that offers high-quality engagement and creates real value for their delegates as that’s exactly what we’re focused on doing for our customers at AutoNation. I’ve always had a really positive experience and am looking forward to participating in the Summit again in June.”


Topics will include:

  • Overview of key market and technology trends
  • DCH’s low-stress car buying strategy
  • Hyundai’s success creating true customer engagement
  • Paragon Honda’s 20 new ideas that spurred growth
  • Volkswagen’s philosophy on loyalty
  • Univision’s view of the Hispanic auto market

The Summit will feature a keynote address from Thilo Koslowski, Vice President & Lead Automotive Analyst at Gartner, which will focus on the challenges and opportunities technology is creating for the auto industry, and how effective collaboration between OEMs, Dealers, and Captives is the next step in the evolution of customer centricity.


The Summit will also have a follow-up presentation from the 2010 keynote address. Hyundai will return to provide an update on their Assurance, Blue Drive, and Connections (ABC) Strategy. Jon Budd, National Manager of CRM & Interactive Marketing at Hyundai, will explain how Hyundai and their dealers have successfully strengthened their engagement with current customers and developed a new customer experience to attract a new type of buyer to the Hyundai brand.


Also featured on the agenda is George Liang, President of DCH Automotive. His presentation will delve into the consumer experience in the showroom and why most consumers have a poor opinion of the purchase process. DCH Auto believes consumers highly value a low-stress car buying experience and that delivering such an experience creates a competitive advantage. George will discuss how DCH is responding to the growing segment of car buyers who are shunning traditional car shopping negotiation tactics for a more simplified and transparent car buying process.


The full agenda for the Automotive Customer Centricity Summit features the following executives:

  • George Liang, President — DCH Automotive
  • Mary Lou Quesnell, General Sales Manager, Customer Service — Ford
  • Thilo Koslwoski, VP & Lead Automotive Analyst — Gartner
  • Toby Hynes, President & General Manager — Gulf States Toyota
  • Allan Jenik, Director, Dealer Services — Harley-Davidson
  • Jon Budd, National Manager, CRM & Interactive Marketing — Hyundai
  • Chip Wells, Vice President, Strategic Customer Focus — John Deere Financial
  • Brian Benstock, Vice President & General Manager — Paragon Honda
  • Andrew Pine, General Manager, Customer Relations — Porsche
  • Sara Hasson, Vice President, Automotive Brand Solutions — Univision
  • Mike Sachs, General Manager, CRM & Loyalty — Volkswagen of America

To learn more about the Automotive Customer Centricity Summit, hosted by Thought Leadership Summits, visit or call 720-287-0145.

Views: 109

Tags: 14, 2011, Auto, Automotive, Centricity, Customer, DCH, Feature, Ford, Gartner, More…Hyundai, June, More, Summit, Volkswagen, and, on, to


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