GES is the clear industry leader in exhibitor service. While other contractors are playing catch up, GES continues to advance its customer service offerings. A key component of our leadership position is our National Servicentersm and exhibitor service executives at show site.
In 2002, GES launched its National Servicentersm. GES’ exhibitor service consultants serve as a single point of contact and provide exhibitors with expert exhibition planning advice and service during all North American business hours. The success of the National Servicentersm is evident by the growth in exhibitors who rely on the Servicenter to plan their exhibiting experience. In an average month, the GES National Servicentersm handles 30,000 calls and more than 2,000 emails.
To further advance the service provided, GES will launch exhibitor relationship software (ERS) in the third quarter of this year. ERS will enable GES to provide superior exhibitor service and real-time customer satisfaction feedback to the National Servicentersm. As a result, GES will have the ability to provide you, the show organizer, with specific reports regarding your show. The system is currently being piloted and is yielding great results.
Another service advantage GES provides is our exhibitor service executives at show site. Five years ago, GES launched a program to assign service executives to each exhibitor at the show. In addition to being present on the show floor, GES service executives provide a card to each exhibitor with their direct cell phone number so exhibitors may reach them if they have a question or need assistance. To further assist exhibitors, service executives carry GES’ very own WAM! The Wireless Ambassador®, which brings the services of the GES Servicenter® to exhibitors in their booths. This hand-held wireless computer enables our exhibitor service executives to send and retrieve real time information, get up-to-the-minute information about freight delivery status, check on orders and print confirmation receipts – all of this from the convenience of the exhibitor’s booth.
To ensure that our exhibitor service is the best in the industry, GES provides continuous training of our employees and surveys exhibitors. Each year, GES works with an independent vendor and receives responses from up to 20,000 exhibitors annually. We utilize this information to build ongoing service plans on a show by show basis to continually raise the level of service to our clients. Satisfied exhibitors are the result of all of these efforts.
