National Training Manager
Subaru of America
Still a Critical Touchpoint: The Phones
Your brand is the most crucial part of any company, it incorporates everything that makes you recognizable and differentiated. Brand and customer experience are intimately linked. A good experience builds brand value and your brand sets the expectations that your customers have for the experiences they anticipate. Oftentimes, brand building and customer experience efforts are not well aligned on one of the initial and most critical touchpoints, the phones. In this session, Brian will share thought leadership on why the caller experience is more important than ever to a manufacturer and outcomes that outstanding experiences have on brand building.
About Brian Friedman
Brian J. Friedman is the National Training Manager for Subaru of America. Brian is currently responsible for Retailer recognition programs and for Retailer process training, which includes both Digital and Phone Training.
Friedman joined Subaru in 1999 and has worked in various disciplines including sales, marketing, distribution, market development, training and telematics. Previous to this current position, Brian oversaw the US launch of Telematics in Subaru vehicles. Brian has been the recipient of several sales and leadership awards in his tenure at Subaru of America.
Friedman received a B.A. in English from Emory University in Atlanta, Georgia, and his M.B.A from Pepperdine University in Malibu, California.