Archive



April 2017

• Video: Award-Winning Customer Service from San Antonio Team

• Video: Award-Winning Customer Service from Scott Meister, Technician

• Safelite leader gains customer for life by showing compassion


March 2017

• Video: Award-Winning Leadership from Ed Sprigler

• Showing Customers a Personal Touch

• Video: Award-Winning Customer Service from Josh Lanich

• Safelite Technician Saves Woman from Drowning


February 2017

• Video: Award-Winning Customer Service after Colorado Hailstorm

• Excellence in Service: Safelite AutoGlass Technician Arrives Just in Time to Save the Day

• Video: Award-Winning Customer Service from Tony Hansen

• Excellence in Service: Can-Do Attitude Helps Fellow Driver


January 2017

• Announcing Our Newest Exceptional Customer Service Award Winners

• Excellence in Service: Always Doing the Right Thing

• Safelite AutoGlass: We’ve been graded A players!


November 2016

• Showing Our Safelite Spirit When It Matters Most

• A little mannequin video fun… at Safelite AutoGlass

• Excellence in Service: Caring Hearts Build Connections

• Safelite AutoGlass Celebrates “Best Places to Work” Honors

• This Month’s Top CX Headlines: November 2016


October 2016

• Safelite AutoGlass Featured in Recently Published “Relationship Engine”

• Excellence in Service: Idaho Vehicle Glass Repair Specialist Delights Customer

• Leading Customer Experience Expert Features Safelite AutoGlass in Latest Book

• Excellence in Service: A Glass Company with Heart

• This Week’s Top CX Headlines: Oct. 6, 2016


September 2016

• Excellence in Service: Going Above & Beyond for the Military

• Safelite Congratulates Latest CIO 100 Winners

• Safelite Senior Vice President of People & Leadership Development Natalie Crede Wins Award


August 2016

• Safelite Technician Helps Neighbor in Need


July 2016

• Podcast: CustomerBliss Founder Interviews Safelite CX Leader

• Safelite Wins Two 2016 Supplier Recognition Awards from USAA


June 2016

• Pennsylvania Team Showcases Ability to Turn a Customer’s Day Around

• Safelite AutoGlass Technician Wins 2016 International Competition


May 2016

• Customer Experience Strategy in an Always-On World


April 2016

• A Great Culture Leads to Great Service

• Technology Shapes the Future of the Safelite Customer Experience


March 2016

• Video: Award-Winning Customer Service from Safelite Technician Sergey Shchipskiy

• Video: Award-Winning Customer Service from Safelite’s Contact Center

• Video: Award-Winning Customer Service from Safelite Technician Jose Ortiz

• Video: Award-Winning Customer Service from Safelite Technician Chris Lindsey

• Video: Award-Winning Customer Service from Safelite Logan, Utah Team


February 2016

• Video: Award-Winning Customer Service from Safelite Repair Specialist Michael Graham

• Wall of Fame Profile: Brandon Kulp

• Video: Award-Winning Customer Service from Safelite Manager David Cahill

• Wall of Fame Profile: John Kemp

• Video: Award-Winning Customer Service from Safelite Technician Luis Bucksbaum

• Safelite President & CEO Featured in Customer Service Book

• Eight Safelite AutoGlass Employees Win International Exceptional Customer Service Award


January 2016

• Safelite AutoGlass Technician Receives Accolades in Book for Exemplary Customer Service

• Eastern Florida Auto Glass Technician Gary Riebesehl Wins 2016 Safelite National Competition

• Safelite AutoGlass Wins Gold in Best in Biz Awards 2015

• Safelite AutoGlass Wins 2015 CX Award from Loyalty360

• Safelite AutoGlass Wins 2015 Customer Experience Excellence Award from Temkin Group

• Safelite Senior Vice President Earns Customer Champion Title

• Leadership Lessons from Coach Urban Meyer: Clarity of Purpose


December 2015

• Leadership Lessons from Coach Urban Meyer: E+R=O

• Wall of Fame Profile: Karen Kirn

• Wall of Fame Profile: Jared Huber

• Wall of Fame Profile: Dennis Gallegos


November 2015

• Safelite in the Service Spotlight: Patrick Boyle

• Wall of Fame Profile: Robert Fell, Operations Manager

• Safelite in the Service Spotlight: Josh McFaul

• Celebrating Veterans Day with the Story of a Special Safelite Customer

• Safelite in the Service Spotlight: Doug Koester

• Safelite in the Service Spotlight: Joe Johnson

• Safelite in the Service Spotlight: Lori Garza

• Wall of Fame Profile: Tim Franczkowski


October 2015

• Safelite in the Service Spotlight: Paul Groves

• Wall of Fame Profile: Tywanna Booth, Hiawatha, IA

• Safelite in the Service Spotlight: Jim Courtney

• Wall of Fame Profile: Don Freeman

• A Letter from a Happy Customer

• Wall of Fame Profile: Randall Coutant

• Safelite in the Service Spotlight: George Ireland

• Creating & Sustaining a Customer-Centric Culture


September 2015

• Excellence in Service Profile: Jose Peralta

• Safelite in the Service Spotlight: Gary Roeske

• Wall of Fame Profile: David Brown, Richmond, Va.

• The Wall of Fame Honors People Powered, Customer Driven Performance


August 2015

• Excellence in Service Profile: Jonathan Curlee, Technician

• Excellence in Service Profile: Christopher Bennett, Technician

• The Power of Unfiltered Online Customer Reviews


July 2015

• Excellence in Service Profile: Michael Sanders, Technician

• Safelite AutoGlass Manufacturing and Distribution VP Wins Two Company Awards

• Safelite AutoGlass Finds Brand Loyalty through Customer Driven Philosophy

• AdWatch: Safelite’s Convenient Mobile Scheduling Means Customers Don’t Have to Miss a Thing


June 2015

• More Customers Willing to Review Great Service

• Roland’s Story: Delivering Exceptional Customer Service

• The Importance of Aligning Customer Service, Brand and I.T.

• Bringing a Company Culture to Life Part 3: Performing in a Healthy, Sustainable Way


May 2015

• Bringing a Company Culture to Life Part 2: Reinforcing our Core Competencies

• Bringing a Company Culture to Life Part 1: Focusing on our People and our Customers

• Customer Service Hero: Chance Griffin Helps Local Veteran

• Customer Service Hero: Jamie Smith


April 2015

• Video: Award-Winning Customer Service from Safelite’s Recruiting Team

• Video: Award-Winning Customer Service from Safelite AutoGlass Technician Kanyon Hillaire

• Safelite Techs Stay After Hours to Help Customer in Need

• Video: Award-Winning Customer Service from Safelite AutoGlass Technician Andrey Ryabyy

• Customer Service Poll: Majority of Companies Offer Omni-Channel Service


March 2015

• Video: Award-Winning Customer Service from Harrisburg Hail Storm Response Team

• Video: Award-Winning Customer Service from Safelite Store Manager Sandy Swackhammer

• Customer Service Shout Out

• Video: Award-Winning Customer Service from Safelite AutoGlass Technician Tom Wall

• Video: Award-Winning Customer Service from Safelite Solutions’ Contact Centers

• Video: Award-Winning Customer Service from Safelite Repair Specialist Patrick Sanchez

• Has Social Media helped or hurt the customer service?


January 2015

• What’s the most challenging aspect of delivering great customer service?

• Eight Safelite Employees Win International Exceptional Customer Service Award

• Everyday Heroes Award Winner Profiles

• Customer Service Hero: Tom Wall, Technician, Churchville, Md.

• Customer Service Hero: Sandy Swackhammer, Store Manager, Dubois, Pa.

• Customer Service Heroes: Contact Center Overcomes Polar Vortex Challenges


December 2014

• Customer Service Hero: Patrick Sanchez, Repair Specialist, Ontario, Calif.

• A Customer Experience Worthy of a Hallmark Movie

• Customer Service Hero: Gary Priehs, Technician, Sault Sainte Marie, Mich.

• Customer Service Hero: Jeff Nowak, District Manager, Seattle

• Customer Service Hero: Don Overbaugh, District Manager, Charlotte, N.C,

• Customer Service Hero: Elizabeth Howard, National Recruiting Manager

• Customer Service Hero: Jimmy Berthel, Store Manager, Norwood, Mass.

• Customer Service Hero: Alan Aronowitz, Client Care Advocate

• Customer Experience Strategy: Building Our Team


November 2014

• Safelite AutoGlass Honors Fourteen Individuals/Teams with Everyday Heroes Award

• Safelite AutoGlass Wins 2014 Loyalty360 CX Awards

• People Powered, Customer Driven Strategies Drive Company-wide Success

• Safelite Wins PACE CXE Award for Innovation for MRM Technology

• Safelite Technicians Help Child Locked in Hot Car


October 2014

• Safelite AutoGlass Helps Temkin Define “Six D’s of a VoC Program”

• Leadership Lessons from Jack Welch: Budgets Are Not Goals

• Safelite AutoGlass Improves Customer Service for Spanish-speaking Customers

• Safelite Celebrates CX Day

• Leadership Lessons from Jack Welch: Nurture Your People


September 2014

• Customer Experience Managers Need to Plan Ahead for Catastrophe

• Leadership Lessons from Jack Welch: Create a Candid Culture

• Quick-thinking Safelite Technician Saves Accident Victim

• Leadership Lessons from Jack Welch: Build the Right Team

• Customer Experience Shouldn’t Wane Because of Increased Volume


August 2014

• The Five Steps to Winning We Learned from Jack Welch

• Safelite’s Instagram Account an Eyeful for Customers

• Safelite’s Culture of Service: Supporting Children of Central Ohio

• Safelite AutoGlass Now Offers Improved Online Scheduling and Mobile Web Experience


July 2014

• Safelite’s Culture of Service: Feeding People of Central Ohio (Responsibly)

• Safelite AutoGlass Finds the Extra Ways to Delight Customers with Febreze Car Vent Clips

• Safelite’s Culture of Service: Sheltering the People of Central Ohio

• Safelite AutoGlass Tests “On My Way” Text Alert Prior to Mobile Appointment

• Safelite’s Culture of Service Recognized with Corporate Caring Award


June 2014

• Customer Service Headlines, June 10, 2014


May 2014

• Trust is Vital in Building the Company You Want to Be

• Safelite AutoGlass Wins 2014 CX Innovation Award for Mobile Customer Experience

• Customer Insights: Technician Interaction is Key


April 2014

• Customer Service Tip: Text Analytics to Listen to Promoters AND Detractors

• Excellence in Service Profile: Matthew Ross, Houston Technician

• Majority of Companies Put Customers First According to Reader Poll

• Customer Service Hero: Jacki Wilburn


March 2014

• Las Vegas GM Steve Parker Wins Fourth Annual “People Powered Leadership” Award

• Safelite AutoGlass Customers Can Now Access Appointments through Personalized Online Accounts

• Customer Service Hero: Dan Porter

• Voice of the Customer: Technician Sheds Light on Important Customer Need


February 2014

• Mobile Technician Handheld Technology: 2014 Innovation in Customer Service, Silver

• Bobby Jones: 2014 Customer Service Manager of the Year, Silver

• Leadership Plays a Key Role in Any Cultural Transformation

• Customer Service Hero: Christine McCollum

• Customer Service Hero: Manny Gonzalez


January 2014

• A Superior Customer Experience: Service and Quality

• Four Safelite AutoGlass Technicians Win International Exceptional Customer Service Awards

• Safelite® Group Tom Feeney Offers “CEO Insights”

• Safelite AutoGlass Technician – A True Hero


December 2013

• Tying the Safelite Advantage Back to Our People


November 2013

• Customer Insights Led to Safelite Advantage Brand Promise

• “Customer Driven” Approach: What does it mean to Delight?

• Customer Service Tip: Decide Who Comes First

• “Customer Driven” Approach: What does it mean to Create?


October 2013

• Customer Service Tips: Winning with People

• “Customer Driven” Approach: What does it mean to Focus?

• Safelite AutoGlass Earns Three Customer Service Awards from Columbus C.E.O.

• “Customer Driven” Approach: What does it mean to Listen?

• Safelite’s Employee Engagement Efforts Continue to Link to Customer Experience


September 2013

• Introducing Safelite’s “Customer Driven” Approach

• Excellence in Service Profile: Michael Brandon, Technician

• Elevating Safelite’s “People First” Philosophy

• Safelite Featured on “Today in America with Terry Bradshaw”


August 2013

• Introducing Safelite’s Next Cultural Transformation

• Caring for Customers by Caring for Our Environment


July 2013

• Business Builders Podcast with Customer CEO Author Features Safelite

• Commitment to Customers Means Skills Training

• Customer Care Expert Guest: Lisa Ford & Four Strategies for Customer Service Leadership


June 2013

• Excellence in Service Profile: Michael Bracken, Technician

• Salt Lake City Market Ranks No. 6 in 2012 NPS

• Safelite Leader Shares Customer Experience Stories


May 2013

• Excellence in Service Profile: Vanny Prom, Technician

• Salt Lake City General Manager Embraces NPS

• Most Believe Service is More Important in Struggling Economy


April 2013

• Customer Care Expert Guest: Monica Jenks , “You Hired It, Now Can You Change It?”

• Customer Service Turnaround Market: Portland, OR

• Safelite AutoGlass Technician Featured in New Book by Best-selling Author Mark Sanborn


March 2013

• Safelite’s Service Philosophy Extends Beyond Customer Service

• Customer Service Poll Results: Just More Than Half Expect Customer Service to Improve in 2013


February 2013

• Customer Care Expert Guest: Monica Jenks

• The Transformation of Safelite’s Honolulu Market

• Excellence in Service: 2012 Top 10

• Customer Service Poll: Majority of Companies Using Text Analytics to Gain Customer Insight


January 2013

• Customer Service Tips: The Five I’s of Employee Engagement

• Little Stuff Works to Win Customers

• Helping Insurers Weather Storms during “The Moment of Truth”

• “Blown away by the service I received by Safelite”


December 2012

• The Transformation of Safelite’s Anchorage Market

• Excellence in Service Profile: Eric Poderys, General Manager

• Is the Customer Effort Score the Next Big Thing?


November 2012

• The Golden Rule of Customer Service: Featuring Steve Parker, Safelite’s Las Vegas General Manager

• Excellence in Service Profile: Dawn Teemer, Service Representative

• The 4 Customer “Must Haves”

• NPS Leader: Spokane, Wash. Market Relies on Communication for Great Customer Service

• Poll Results: 50% Have Social Media Plans for Engaging Customers


October 2012

• Excellence in Service Profile: John Wishon, Store Manager

• Think You Know Customer Service? Show Us!

• Creating an Experience Advantage from                     the “Outside In”

• Change Your Language and Change the Customer Experience


September 2012

• Customer Service Heroes: Phoenix Operations Team

• Customer Service Heroes: Knoxville, TN Service Center Operations Team

• Employee Engagement Leads to Customer Service


August 2012

• Customer-centric Companies Stem from a Great Work Culture

• Turning Enthusiastic Customers into Brand Advocates

• Using Social Media to Provide Customer Delight

• Customer Service Expert Advice: Crossing the Line

• Customer Service Hint: Appearance Matters


July 2012

• Contact Center Lessons: Why We Changed to IVR

• Safelite AutoGlass® Celebrates 65 Years in Business

• Mining the Gold: Listening Hard to “Detractors”

• Customer Service Hero: Michael Brandon

• Are Today’s Companies More Customer-Centric? Poll Says Yes!


June 2012

• Safelite Wins Two 2012 American Business Awards for Customer Service and Employee Engagement

• Customer Service Hero: David Leach

• Customer Service Champion: Angie Miller

• Customer Service Tips: Instilling Trust In Your People

• Just 25% Respondents Turn to Social Media First After Service Issue


May 2012

• Tips: Qualities to Look for in Hiring Customer Service Roles

• Engaging with Customers Online Doesn’t Have to Be Scary

• 4 Cs of Customer Retention

• Is Your Customer Service a Game Changer or Just Keeping You in the Game?

• Customer Service Hero: Dave Ross

• Poll Results: Customers Value Prompt Phone Response


April 2012

• Earn the Right to Grow and Prosper: Five Decisions That Drive Business Growth in Good Times and Bad

• Employee Engagement: Recognize Leaders

• Customer Service Tips: Where Are Your Pockets of Excellence?

• Customer Service Hero: Jacki Wilburn

• Poll Results: Customers Not Likely to Respond to Satisfaction Surveys

• Customer Service Strategy: Ten Questions to Ask When Something Fails


March 2012

• Customer Service Hero: Barry Johnson

• Tips: Responding to Irate Customers Online

• Customer Service Expert Tips

• Turning an Unhappy Customer into an Advocate: The Business Case for Customer Recovery

• Safelite AutoGlass Earns 4 of 12 International Belron Exceptional Customer Service Awards

• Easy Steps for a “Wow” Customer Experience

• Does your company have a chief customer officer?


February 2012

• We Know Our Net Promoter© Score. Now What?

• NPS More Than A Score

• Customer Service Tips: What is your rallying cry?

• Customer Service Means … Going the Extra Mile

• Turning an Unhappy Customer into an Advocate

• Majority of Companies Approve of Customer Service Conferences


January 2012

• Excellence in Service Profile: Errol Webley, Technician

• Customer Service Means … Going the Extra Mile

• More Than Half Give Companies a Second Chance


December 2011

• Training Field Staff to Engage Customers

• Excellence in Service Profile: Jose Hernandez, Technician

• Customer Delight Insight with Chicago General Manager

• When you experience great customer service, do you tell the company’s management?


November 2011

• Are You Ready for a Rush of New Customers?

• Operating a Customer-Focused Contact Center

• Customer Delight Insight with Anchorage General Manager

• Hello, My Name is Peggy

• Customer Delight Insight with Columbus General Manager

• When you experience great customer service, do you tell friends & family?


October 2011

• Leveraging Technology to Improve Customer Delight

• Excellence in Service Profile: Darius Smith, Repair Specialist

• Customer Delight Insight with Baton Rouge General Manager

• The Five Ts of Customer Delight

• Customer Delight Insight with Ontario General Manager

• Transforming a Company Culture to Achieve Customer Delight

• Does the friendliness of the CSR impact your decision to purchase?


September 2011

• Customer Delight Insight with Jackson General Manager

• Customer Delight Insight with Boise General Manager

• Customer Service Means Personal Attention

• Have American consumers come to expect poor customer service?


August 2011

• Customer Service Tips: Don’t Overlook the Basics

• Excellence in Service Profile: Jacki Wilburn, Repair Specialist

• Putting An End to Customers’ Wait Time

• Customer Service Means … Doing Your Job

• Customer Service Role Playing, Part I

• Customer Service Metrics Drive Operational Improvement

• What Customer Delight Means to Safelite