May 18, 2016—Four industry leaders shared their thoughts on the outlook of the industry with a record 370 people in attendance Tuesday at the 43rd Automotive Content Professionals Network (ACPN) Knowledge Exchange Conference in New Orleans.
Susan Ulrey, executive director of customer service at Tenneco, gave specific good customer service examples that demonstrated how it directly correlates with revenue growth. She explained how product information and technology standards are critical to delivering content that enhances competitive position and confidence.
Mark Seng, global aftermarket practice leader for IHS Automotive driven by Polk, highlighted evolving industry trends and technology changes with his “Five Trends in Five Minutes” talk.
“The aftermarket industry has the expertise, parts and technicians to service this new technology,” said Seng.
Bill Hanvey, president and CEO of the Auto Care Association, reflected on the lessons he learned from more than 30 years in the automotive aftermarket industry and how to create positive customer experiences.
Greg Henslee, president and CEO of O’Reilly Auto Parts, gave an overview of the company, its history, expansion plans, culture and market strategy for both DIY and DIFM customers.
“The keys to our success are our team members and culture,” said Henslee.
