Managing the Consumer Experience

Leadership Development: In-House Training, Corporate Universities, and the Search for Talent >>

UC Merced’s Campus of the Future: Multi-modal, Sustainable, and Connected: A Case-study >>

Active Shooter and Critical Incident Management: How to Plan for, Deal With, and Recover from a Major Incident at your Facility >>

Closing the Deal: How to Successfully Talk to Your Customers About Parking >>

Airport Parking: How Technology is Improving the Passenger Experience >>

Choose Wisely: B2C Marketing Tactics That Work >>

Service Recovery: Learning What Went Wrong and How to Put it Right >>

Leadership Development: In-House Training, Corporate Universities, and the Search for Talent

Tuesday, October 23, 9:45 am - 10:45 am

Finding good talent isn’t easy, especially when there is such fierce competition for it. Retaining talented professionals who know parking operations, and who can grow in the organization, is of critical value. Savvy parking operators are using a variety of successful professional development tools to on-board talent, develop leadership skills, and nurture the next generation of executives.

This session will examine the successful approaches that a number of operators have taken in developing in-house training opportunities, corporate universities, and other professional development tools, including certification, online learning, and on the job training.

Speakers:


Andi Campbell, CPLP Vice President, Human Resources LAZ Parking	Brooks Ellis, CPP Vice President Towne Park	Maggie DiPaolo, PHR, SHRM-CP Senior Human Resources Business Partner LAZ Parking Midwest

UC Merced’s Campus of the Future: Multi-modal, Sustainable, and Connected: A Case-study

Tuesday, October 23, 11:00 am - 12:00 pm

Learn how the University of California at Merced is implementing a $1.3 billion expansion that embraces a long-term vision for a highly multi-modal, sustainable, connected campus. As a young university, urbanization, climate change, and technology present new opportunities and challenges for UC Merced’s transportation and parking. Transportation planners recognize the future of transportation will revolve around active modes, autonomous vehicles, and on-demand services. As such, the University worked to incorporate a range of new approaches to circulation design, which will enable flexibility for future trends in mobility, such as reduced demand for parking in the medium and long-term, strong internal and external bicycle and transit connectivity, and to create a seamless experience for their customers.

This session will examine the plan in detail and explore the lessons learnt to date by planners, campus authorities, students and faculty.

Speaker:

Andrew LaMothe
Regional Sales Director – West
NuPark

Active Shooter and Critical Incident Management: How to Plan for, Deal With, and Recover from a Major Incident at your Facility

Wednesday, October 24, 9:45 am - 10:45 am

By their nature critical incidents like an active shooter can’t be predicted, but they can be planned for, trained on, and learned from, to make a better response for the next time. In this informative seminar you will learn the key steps that parking operators should take to deal with an active shooter or critical incident at a parking facility. This program will demonstrate how to build an incident management plan, manage the communications strategy, and liaise with first responders, consumers, client, and employees.

It will also examine how to prepare for what to do in the first 15 minutes of an incident, how and when to manage business continuity and what steps to take to recover from a critical incident from investigative processes to employee engagement programs.

Speaker:

Jeff van Allen
Chief Operating Officer
Municipal Citation Solutions LLC

Closing the Deal: How to Successfully Talk to Your Customers About Parking

Wednesday, October 24, 3:30 pm - 4:30 pm

In a smartphone-driven world, where information on everything is just a click away, how can parking operators stay relevant, visible, and profitable?

First, by knowing where your customers are.
Second, by knowing when they are making decisions.
Third, by being able to convince them to park with you.

In this informative session, Kristin Ludwick, Director of Marketing at Ace Parking, Matt Sullivan, VP Sales at SpotHero, and Juan Rodriguez, CEO FlashParking will explore a new perspective on parking marketing methods and examine new ways to reach customers. They’ll also explain why technology brands can be considered massive platforms for accessing new customers, and how you can efficiently unlock those partnerships.

You’ll leave with an understanding of what parking “marketing channels" you should be paying attention to, as well as clear action items for sharpening your message and widening your customer reach – today, tomorrow, and ten years from now.

Speakers:


Kristin Ludwick Director of Marketing Ace Parking	Matt Sullivan VP of Sales SpotHero	Juan Rodriguez CEO FlashParking

Airport Parking: How Technology is Improving the Passenger Experience

Wednesday, October 24, 4:45 pm - 5:45 pm

Arriving and parking at an airport can be a significant source of stress for travelers, affecting passenger satisfaction before they ever reach the terminal. However, cutting-edge technology, such as innovative parking guidance systems, adaptable PARCS systems and even integrated mobile apps, that provide users with real time, dynamic parking functionality, can ease stress and deliver a better experience.

Learn how San Diego International Airport is integrating state-of-the-art parking technology in its new Terminal 2 Parking Plaza to enrich the passenger experience, improve operational performance, and better manage parking inventory.

Speakers:


John Purinton Principal Watry Design, Inc.	Michael Pendergrass, AIA Associate Principal Watry Design, Inc.	Jeff Goodermote Director of Parking Structures Swinerton Builders	Chris McKenty VP Sales, West Region Sentry Skidata Group

Choose Wisely: B2C Marketing Tactics That Work

Thursday, October 25, 8:00 am - 8:45 am

This interactive presentation examines successful marketing tactics and explains their individual strengths and weaknesses for parking operations. Find out the most productive way to use these tactics and how to measure their effectiveness.

Audience members will choose the tactics that they want to explore in a game-show style format. Each tactic is explored in a different presentation style for an engaging program.

Topics are:

Pay-Per-Click campaigns: what to promote, which platforms to advertise on, how to target your audience, monitoring performance, benefits.
Influencer campaigns: explanation, identifying influencers, contract contents, compensation, evaluating success, a personal case study.
Groupon: review of two ways to use Groupon for selling parking, expected costs and ROI, how to set parameters.
Direct mail campaigns: the lost art behind them, examples, where to get addresses, how to package content, pricing guidelines.
Geo-targeted advertising: basics behind the strategy, what platforms offer geo-targeting, benefits.
Google Adwords: how-to guide, review of current requirements, alternative ad platforms, pros and cons, live practice creating ads.

Speaker:

Chelsea Webster
Marketing Director
Calgary Parking Authority

Service Recovery: Learning What Went Wrong and How to Put it Right

Thursday, October 25, 9:00 am - 10:00 am

Parking operations is a service-based industry with a strong customer focus. Like any customer-facing business things can occasionally go wrong resulting in poor customer service and potentially, put contracts at risk for operators.

How should parking operators resolve service recovery situations? How can they learn from past mis-steps and use that experience to provide better levels of service?

The session will examine what went right, what went wrong, what can be done differently and what steps operators can take to mitigate these situations in the future. Situations examined include:

An employee error situation - (e.g. an employee damages or mistreats a vehicle)
A customer error situation - (fraud, theft or enforcement issue)
Facility situation - (flooding, fire, snow removal, or other issue that has a service impact)
Client recovery situation - (situation where customers raise a service complaint to a client like at a hotel, restaurant, hospital, etc.)