What do my customers want? Astute executives are asking this question more frequently than ever—and for good reason. Leading retail companies understand that they are in the customer-experience business. How they deliver for customers is as important as what products they deliver.
This year’s NACS Leadership Forum takes attendees on a journey of their own to discover how they can become a more customer-centric organization. Speakers will help attendees navigate the steps needed to improve customer experience, moving from individual touchpoints to end-to-end journeys.
Customer journeys are a progression of touchpoints that collectively add up to the experience customers get when they engage with companies. Seeing the world as their customers do helps leading companies better organize and activate employees around customer needs. Paying attention to the complete, end-to-end experience customers have with a company from their perspective can yield remarkable insights.
Designing the customer experience requires restructuring interactions into different sequences and soon requires digitizing processes, reorienting company cultures and enhancing new approaches. Agile, digital-focused companies significantly outperform competitors, according to studies. To achieve impressive results, businesses must embrace new ways of working.
Rewiring a company to provide leading customer experiences can take several years and requires active engagement from company leaders and frontline staff. Executives at customer-centered companies engage employees at every level of an organization, working directly with them in retail settings, taking calls and venturing out into the field.
Delighting customers by mastering the concept and execution of an exceptional good customer experience is a huge challenge. But it is an essential requirement for leading in today’s retail environment.
If you would like to receive an invitation for next year’s event, visit our registration tab for more information.
The NACS Leadership Forum is a world-class event that brings together established leaders from the convenience and fuel retailing industry to explore high-impact and meaningful approaches to business in a dynamic setting.
The agenda and speakers for the 2021 Leadership Forum will be shared in fall 2020.
Interested in being invited to the 2021 event? The NACS Leadership Forum is by invitation only, and predominantly top executives (CEOs, COOs and Vice Presidents) of successful convenience retailing companies operating 50+ stores. If you fit these criteria and would like to be considered during the selection process, please sign up below.
The Leadership Forum is an exclusive event made available to our Hunter Club supplier members. Hunter Club Gold members are eligible to register up to four (4) company representatives, Hunter Club Silver two (2) and Hunter Club Bronze one (1). The registration fee for Hunter Club members is $6,000 per person. Additional Hunter Club company personnel over and above their allotment will be $7,500 per person. NACS reserves the right to limit the number of additional registrations in order to maintain an appropriate balance between retailers and suppliers.
Registration is open to non-Hunter Club companies based on availability, and they are limited to one (1) participant at $10,000.
Please contact Nat Keller for more information.
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For Invited Retail Attendees: Hotel accommodations will be made by NACS as part of your registration process. Invited Retail Attendees will have their first night stay (Feb 10th or 11th) covered directly by NACS as part of the registration. Additionally, the Invited Retail Attendees, who participate fully in the Leadership Forum events, may also apply for reimbursement of up to $350 for travel and lodging-related expenses.
Supplier Attendees: Supplier attendance is limited to Hunter Club Member companies. For more information on how to participate please contact Nat Keller, nkeller@convenience.org
Nearby Airports: Ground Transportation to and from the NACS Leadership Forum is on own.
Miami International Airport (MIA) 11 Miles, 20 minutes
Fort Lauderdale-Hollywood International Airport (FLL) 25 Miles, 45 Minutes