Reichheld is a big believer in loyalty. In fact, The Economist magazine called him "the high priest of the loyalty cult.” His keynote drew heavily on Net Promoter Score, a concept he developed based on his research in measuring the cornerstones of loyalty—customer satisfaction and customer retention—and how loyalty is linked to revenue growth and profitability. Reichheld went beyond the simple metric of determining customer satisfaction and loyalty and has renamed the new approach Net Promoter System. The “System” part shows how loyalty may start with the metrics, but maintaining and building it has to be a comprehensive, culture-wide system. 

 

Reichheld sums up this approach as simply practicing the golden rule: treat people the way you want to be treated. 

 

Sam Mercanti, President and CEO of CARSTAR Automotive Canada delivered opening remarks for the three-day conference. He spoke on a number of topics, including CARSTAR’s increased Facebook presence, and thanked all of the members of the CARSTAR family for their unstinting support of CARSTAR’s charity of choice, Cystic Fibrosis Canada. 

 

During his remarks, Mercanti kept coming back to one item: the reasons he gets up every day. Simply put, it’s to help people. 

 

“Looking back five years, procurement came into our lives, and the insurance companies and CARSTAR met to talk about how best to work together,” said Mercanti. “It’s a new world and we’re not on this boat alone. We will all work together and stay firm to our mission, vision and values.”

 

Mercanti also noted that the last year has been an eventful one for CARSTAR. The network opened its new corporate headquarters, CARSTAR Vision Park, launched its collision glass division and was named to the prestigious Top 50 Best Management Companies in Canada list. If Mercanti had one message for CARSTAR stores across Canada, it was to be the best in their community. This message was backed up by CARSTAR’s network of regional managers providing help to the network’s stores across the country. 

 

He concluded his remarks by outlining CARSTAR’s “BRIDGE” strategy: Building of the brand, Renewal of leadership, Integration through their care entre and information technology, Diversifying products and services, continued Growth and Enhanced value propositions to customers and partners.

The first day of the conference concluded with a social event, “The BEST Night at the Museum,” held at the Canadian Museum of Civilization. 

 

General Sessions started the following morning, with Matt Bell acting as emcee. He introduced a number of speakers, including Greg Dunn of Aviva Canada, Martin Gingras of TD Insurance and Michael Macaluso, CARSTAR’s Director, Quality Systems. Macaluso updated attendees on the current and future state of CARSTAR’s standing with its insurance partners. 

 

After Macaluso’s presentation, CARSTAR franchise partners could choose from a number of intriguing insurance breakout sessions. The CARSTAR Business Partner and Technical Expo started over lunch and continued until 4 p.m. 

 

The final presentation of the day was CARSTAR Succession Planning, presented by Dean Howard and Dino Comegna, respectively President and Senior Consultant for Corporate Benefits Analysts. 

Sessions on the third and final day of the conference reinforced the overarching conference theme of “Be the Best.” Presentations included Best in Class – Defined and Supported by Michael Macaluso and Matt Bell, Operational Excellence – The North American Perspective by Matthew Ohrnstein, Strategic Growth & Development by Executive VP Larry Jefferies and CARSTAR’s Regional Directors. Also included in the mix was a panel discussion on “Best in Class” from the insurer perspective. The final day also included several breakout sessions that examined various aspects of CARSTAR Quality Systems. 

 

The conference concluded with the CARSTAR Gala Dinner & Awards Ceremony. For more information on CARSTAR, please visit carstar.ca.