PORTLAND, ORE. – Nov. 10, 2016 – Daimler Trucks North America (DTNA), represented by Freightliner Trucks, Western Star, Thomas Built Buses, Detroit™ and Freightliner Custom Chassis, concluded its biennial aftermarket conference, “Evolution.” The conference, which is focused on evolving to continue to meet customer needs and expectations, is the third aftermarket conference hosted by DTNA and the only conference of its kind that includes all brands within the company’s umbrella.
The conference opened with Martin Daum, DTNA
“We will move into the future with a continued investment in our products,
A large portion of the conference focused on listening to the dealers,
“Our customer needs are evolving,” said Baumann. “We wanted to use this conference as a platform to support a continued conversation on the evolution of customer service in our industry. To support our market leadership position, it takes a combined effort among our brands, our
Baumann was joined by a dealer and distributor panel onstage who shared their individual experiences with evolving customer expectations.
“Customer expectations are really evolving at a rapid pace,” said Dan Stevens, vice chair of the Freightliner dealer network. “Companies like Apple and Amazon are raising the bar for customer service, and customers will continue to hold us accountable for that level of service and support. Luckily, we are doing a lot of things right. Through Elite Support, we provide a clean, clutter-free, safe place for our customers to do business while we work to get their truck turned around as quickly as possible. Through Express Assessment, we give customers the information they need to make a business decision in the shortest amount of time. We have all of the tools to provide exceptional customer service. What sets us apart is our continuous improvement process. The fact that we make incremental improvements in the things that we do every day is the key to our success.”
Following the conference, dealers,
“It’s important to note that customer service is not a finish line,” continued Baumann. “As an organization, we are dedicated to continuous improvement that will continue to meet the evolving needs of our customers. Our customers come first and foremost, so we will place a great deal of emphasis on meeting those needs now and well into the future.”
To learn more about Daimler Trucks North America and its network, visit Daimler-trucksnorthamerica.com. You can also view photos of the event here.
About Daimler Trucks North America
Daimler Trucks North America LLC, headquartered in Portland, Ore., is the leading heavy-duty truck manufacturer in North America. Daimler Trucks North America produces and markets commercial vehicles under the Freightliner, Western