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Toolbox for the Trades Growth

Pantheon 2025: Differentiate Your Brand With the 2025 Consumer Report

⏱️ 31:49 🎤 Jackie Aubel, Chris Petrus, Martha Hill Harvey
AUDIO EPISODE
Pantheon 2025: Differentiate Your Brand With the 2025 Consumer Report
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Chapters

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  • 0:00
    AI Voice Agent
    Introduction to ServiceTitan's AI voice agent for call management and revenue capture.
  • 1:47
    Podcast Introduction
    Welcome to Toolbox for the Trades and introduction of guests Jackie Aubel, Chris Petrus, and Martha Hill Harvey.
  • 2:14
    Best Customer Service
    Guests share their most memorable positive customer service experiences, highlighting convenience and brand loyalty.
  • 11:57
    Guest Backgrounds
    Martha Hill Harvey (Synchrony) and Chris Petrus (ServiceTitan) share their professional journeys and roles.
  • 23:20
    Consumer Report Insights
    Discussion on key findings from the 2025 Consumer Report, focusing on flexibility, choice, and personalization.
  • 30:13
    Financing & Prism
    The importance of offering financing options and an explanation of Synchrony's Prism underwriting tool.
  • 41:57
    Mobile Pay & Convenience
    The growing demand for mobile and online payment options and frictionless customer journeys.
  • 47:31
    Serving Diverse Customers
    Advice on understanding and catering to diverse customer demographics, including Gen Z and women homeowners.
  • 54:01
    Brand & Reputation
    How strong branding, great reviews, and values alignment contribute to business success.
  • 1:02:04
    Recap & Future
    Key takeaways from the discussion and reflections on investing in tools and partnerships for growth.

Speakers

J
Jackie Aubel
Host
C
Chris Petrus
Chief Operating Officer at ServiceTitan
M
Martha Hill Harvey
Senior Vice President of Platform Strategy of Synchrony

Key Takeaways

✦

Implement ServiceTitan's AI voice agent to answer calls 24/7, greet customers by name, and book jobs directly, preventing missed revenue opportunities.

✦

Offer diverse payment options, including financing, credit card, and mobile pay, to increase customer comfort and close more sales, even for big-ticket items.

✦

Leverage ServiceTitan's web scheduler and GSA integrations to provide convenient online booking and contact-free service options for customers.

✦

Train your team on discussing financing confidently, utilizing tools like Synchrony's Prism to provide safe and broad approval options for customers.

✦

Understand your diverse customer base (e.g., Gen Z, women homeowners) by using data and ServiceTitan tags to personalize service and communication.

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Prioritize building a strong, values-driven brand through consistent customer experience, excellent service, and proactive reputation management.

✦

Actively seek feedback and use ServiceTitan's marketing and reputation management tools to gather reviews and ensure ongoing customer satisfaction.

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