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Friday, June 22 | 11:00AM-12:00PM

Proven Customer Care Programs: Tips for Getting Started
Friday, June 22, 2018 11:00AM - 12:00PM
One of the most important missions in business is building customer loyalty. For many industries, acquiring new customers can cost nearly seven time more than keeping existing clients. For the security industry, lowering attrition is a key metric that every security dealer and integrator needs to focus on. It’s hard, but it is worth the effort. Developing customer loyalty strategies is good business, but takes more than “hoo rah” about taking care of customers. In this session, you’ll learn:
• The importance of clear customer communications on what you stand for
• Why reducing customer pain points and friction is critical
• What are the first steps you need to consider on your customer care program journey
• Why focusing on delivering “the customer experience” is more than just good customer service
101 A
John Bazyk photo
John Bazyk
Vice President of Sales
Command Corporation
John serves as the Vice President of Sales for Command Corporation and is a Social Media Customer Service Ninja. As a teenager, he participated in Connecticut's low voltage apprenticeship program installing and selling security systems while also gaining valuable experience working in customer service. After graduating from High School, John attended college and earned a degree in Business Management. While studying business and entrepreneurship, he entered professional sales, talent recruiting and managed multiple sales teams. After returning to Command Corporation, John has focused on improving customer experience. He has also recently earned his L-6 Low Voltage Journeyman License to gain a greater understanding of how systems are installed and work.
Philip Pearson photo
Philip Pearson
Smart Home Consulting Group
As President of Smart Home Consulting Group, Phil advises security dealers, central stations, and MSOs of all sizes—from the SDM Top 5 to early start ups—on operational and executive-level strategic opportunities. Phil is particularly focused on Inside Sales Optimization, Subscriber Acquisition Cost Analysis, and Retention Reduction. He especially enjoys leveraging his experience as a leading D.I.Y. innovator by implementing measured, responsible D.I.Y. strategies into traditional security business models.

Prior to forming Smart Home Consulting Group, Phil held a variety of senior executive roles at Frontpoint from 2007 to 2017, most recently Vice President of Sales and Customer Care.
Paul Ragusa photo
Paul Ragusa
Security Systems News
Paul Ragusa is the Editor for Security Systems News and oversees editorial content and works on developing a rapport with industry leaders to report and write on industry news. He focuses on writing stories important to installers, integrators, manufacturers and distributors. Paul joined the company in March 2016, having previously worked for nearly 20 years as a writer and editor on several monthly B2B magazines based in New York. He has a bachelor's degree in English from Manhattanville College, N.Y., and a master's degree in English/Writing from Hofstra University, N.Y. Paul lives in Maine with his wife and son. Sponsor Logo