3rd Annual Conference on Extended Warranty Innovations

Strategic Warranty Operations

Best Practice Strategies to Streamline Warranty Operations to Maximize Brand Equity, Customer Satisfaction
and Profitability November 3-4

Speaking Companies Include:
• Cisco Systems • Samsung • Mitsubishi Caterpillar Forklift America • AGMA • Warranty Week • Milliman • ACP Inc. SAS	• CompTIA • MC Appliance Corporation • Hewlett-Packard • 4CS • IDC Manufacturing Insights • SCIC

Target Industries:
• Automotive • Aerospace • Consumer Electronics • Computers • Appliance	• Software Manufacturers • Insurance Retailers • Law Firms • Warranty Consultants

Attendees:
• VPs, Directors and Managers responsible for: Warranties • Quality • Operations • Service • Claims • Reliability	• Product Design • Call Centers • Supply Chain • Security • Accrual Rates • National Service • Product Lifecycle

Extended Warranty Innovations - November 4

Extended Warranty Strategies for Market Acceptance and Growth while Overcoming Prevailing Negative
Customer Perceptions

Speaking Companies Include:
• Crutchfield Corporation • Global Warranty Group • Vehicle Protection Association • Tobe Direct	• SquareTrade Fortegra Financial • The Penn Warranty Group • American Guardian Warranty Services

Target Industries:
• Retailers • Third-Party Warranty Providers • Product Manufacturers • Insurance	• Software Manufacturers • Extended Warranty Consultants • Law Firms

Attendees:
• VPs, Directors and Managers responsible for: Extended Warranties • Operations • Service • Security • Claims	• Risk • Repair • Call Centers • Customer Service • IT

Past Topic Highlights include:

Action Plan: Designing an Extended Warranty Program that Shouts “Good Deal” to the Consumer
   •  Getting to the root of your customer’s perceptions and expectations
      Proven selling techniques for extended warranties
   •  Understanding the importance of terms and conditions in an extended warranty
   •  Examining premiums, insolvency and insurance regulations

Speakers:
Ed Stockwell, Manager, Customer Care Center Operations, Crutchfield Corporation
John Watson, VP of Sales, ESP & OEM, Global Warranty Group
Dan Tafel, VP, Service Net
Steve Abernethy,   CEO,   SquareTrade

National Regulatory Update
   •   Examining the state-based legislation that was in enacted in 2010 and the impact on the extended
        warranty industry
   • Understanding the evolution of state-based regulation
   •   The impact of the 2010 legislation on the extended warranty industry

Speaker:
Matthew Weil,  American Guardian Warranty Services & Board Memeber, Vehicle Protection Association

Value-Added Profit Expansion Through Additional Value-Added Services
   •  The role customer service plays in the acquisition and retention of consumers
   •  Installation, product support, trouble shooting and property protection
   •  Building customer confidence one client at a time
Speaker:
John Watson, VP of Sales, ESP & OEM, Global Warranty Group

Perception is Reality: Overcoming the Bad Press that some Extended Warranty Programs Receive
• Utilizing warranties as an opportunity to listen to your customer and improve the integrity of a brand
• How customers perceive extended warranty offerings for different products

Speaker:
Jude Tuma, President & CEO, The Penn Warranty Corporation

Beyond the Counter: Selling Extended Warranties After the Point-of-Sale
   •  Selling extended warranties beyond the traditional point of sale and direct mail process
   •  Developing an “in the box” service plan that allows consumers to purchase an extended warranty at any point between the point of sale and expiration of the basic product warranty
   •  Digitizing your extended warranty outreach

Speakers:
Robert Christian, VP Customer Solutions, Tobe Direct
Tom Manger, Managing Partner, TMI Solutions

Disruptors vs. Retailers: The Battle for Extended Warranties
   •  Selling online service plans directly to the consumer at a monthly flat rate to cover an unlimited
      number of items
   •  How companies are teaming up with extended warranty administrators to eliminate the in-store middleman
   •  What the impact of the elimination of per-product charges for service plan coverage are having on
      insurance underwriters
   •  Making consumers aware of your extended warranty company by building brand awareness

Speakers:
Steve Davidson, Warranty Business Development Manager, Fortegra Financial
Vince Teng, VP of Marketing,   SquareTrade
Ryan Garton, Director of Products & Benefits, Sales & Marketing, Discover Financial