The second day was jam-packed with influential speakers including Artemio Garza, Chief Brand Officer, Driven Brands, Chris Moore, Director of Marketing, CARSTAR Canada, and Hannah Ross, Director of Marketing, CARSTAR US, to discuss marketing the CARSTAR brand. Customer Experience Manager Lillian Haskett took the stage to discuss Net Promoter Score (NPS), the industry standard customer loyalty measurement, as did John Harvey, Vice President, Insurance, who examined the industry-wide transformation and the importance of CARSTAR's key strategic relationships. Presentations concluded with insurance keynote speaker Etienne Berlinguet, Deputy Senior Vice President – Claims, Intact Insurance. That afternoon, CARSTAR held expert break-out sessions and an interactive vendor expo.
The closing day of conference featured Colson Cole and Melissa Miller, both Vice Presidents of Operations for CARSTAR, to discuss the six pillars of “The CARSTAR Way” for franchise partners to become “Best In Class” and Edward Blaha, Director IT, who discussed future technologies for the industry. The morning wrapped up with guest speaker Jay Papasan, bestselling author of “The One Thing”, and an intriguing insurance panel discussion.
To top it off, on Friday evening, a gala dinner and awards ceremony celebrated the best of CARSTAR and featured a ‘roaring twenties’ theme where decadence and elegance were on the menu.
“We are happy that, once again, our annual conference excited and educated our franchise partners while providing the tools, resources and contacts needed to grow their business and improve operations,” says Macaluso. “This is our largest network event of the year and was a total show-stopper.”
CARSTAR is the largest and fastest growing automotive repair franchise in North America, with nearly 500 locations in 30 American states and 10 Canadian provinces. Founded in Hamilton, Ontario in 1995, CARSTAR Canada repairs approximately 100,000 vehicles per year, with exceptionally high customer experience ratings. Through a variety of fundraising initiatives, CARSTAR Canada, its franchisees, partners and employees have raised over $3 million for Cystic Fibrosis Canada. In 2015, CARSTAR was recognized as one of Canada’s Best Managed Companies for its fourth year in a row. For more information, please visit: www.carstar.ca.