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Agenda & Speakers

For Eyes Puts Customer-Centricity into Focus

Understanding the customer lifecycle is extremely important for any brand, but brands that cater to customers with longer lifecycles need to pay special attention. Loyalty can be harder to come by for these types of brands, so they need to differentiate themselves to retain their customers. For Eyes, an emerging and distinctively unique optical retailer, has begun to focus on creating stronger customer experiences to meet this challenge.
 
In a session at Loyalty Expo 2019, Jose R. Costa, CEO of For Eyes, will discuss how his company is working to understand the customer lifecycle in the optical retail space and to offer the stronger experiences necessary for customer retention. He will also define customer loyalty, discuss competition, describe the industry value proposition, address personalization and company culture, and advise on how to deal with changing customers.
 
Key Takeaways:

- Use triggers to remind customers with long lifecycles to come back
- Use technology to retain customers with long lifecycles
- Customer loyalty means satisfying a need and having a transparent value proposition
- Drive the customer experience with technology
- Personalize both products and communications
- Establish company culture around a vision statement

Speakers

Jose R. Costa, CEO, For Eyes by GrandVision

Jose R. Costa has a background steeped in marketing, franchising, multi-unit retailing and enhancing customer experience amongst some of the most recognized brands in the world. He currently serves as CEO of For Eyes and CEO of GrandVision North America, a global leader in optical retail with more than 7,000 stores worldwide.

He is the author of “Leading With Edge: Activate Your Advantage Through Personal Insight,” which features the concept of leadership as a practice, inviting readers to acknowledge the determination and grit it takes to be a good leader.

Previous to his current role, he served as Group President of Driven Brands where he led MAACO®, CARSTAR® and Drive N Style®. Collectively, these brands operate more than 1,400 body shops across North America, generate more than $1.8 billion in annual system sales and further establish Driven Brands as a leader in the automotive aftermarket space. Previously, he was President of MAACO®, where he was responsible for managing and developing 500 automotive body shops across the U.S. and Canada. During his tenure, he improved MAACO®'s procedures and training practices, raised consistency among franchises, revamped operations and enhanced the look and feel of its advertising.

Agenda Overview

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