August 01 2011

What Customer Delight Means to Safelite

What Customer Delight Means to Safelite
Tom Feeney, Safelite® President and CEO

Imagine working in a business where customers don’t really want to do business with you. Let’s face it, getting a windshield chip or crack is not a good time. But, when bad luck strikes, it’s important for Safelite to be the company friends and family recommend.

To achieve that ideal, we must deliver customer delight every time. To find out if we’re reaching that goal, a customer satisfaction survey is a must. Quite simply, we ask our customers, “How likely are you to recommend Safelite to a friend or family member?”

This is the “ultimate question” author Fred Reichheld posed when he introduced the Net Promoter Score (NPS).

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