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