National Automatic Merchandising Association (NAMA) - InTouch Magazine, Summer 2022

Summer 2022 • NAMA InTouch 17 Create the Possibilities At The NAMA Show general session, sponsored by PepsiCo, customer experience and brand loyalty legend George Blankenship delivered the keynote address. Blankenship, who helped create breakthrough customer experiences on behalf of Tesla Motors and Apple Computer, spoke with facilitator Mark Jeffries on the many opportunities operators have to engage with customers in new ways. “Engage with your customers how they want to engage,” he declared. And what does that mean? In an era where customers want to do things themselves, that bodes well for the vending, micro market and OCS industry, which at its core is self-service. “There’s so much opportunity for engagement with people in new ways,” he predicted, adding that success only comes if operators are willing to act on the opportunity. Blankenship said that operators must have the courage to try new ideas, simplify their ideas by focusing only on what ’s important, have conviction, celebrate success and failure and most importantly, take the first step.