I recently had the opportunity to meet Chuck Wall, author of Customer CEO: How to Profit from the Power of your Customers while at the Annual CXPA Conference and was impressed how much aligned our philosophies are.
Chuck’s book Customer CEO is based on more than 100,000 firsthand interviews with customers and proves that in today’s world, customers — not CEOs — hold the reins in big business. The bottom line? Customers choose which companies to do business with completely on their own terms. That’s why we at Safelite® are so driven to provide a memorable customer experience.
I had the pleasure to talk more comprehensively about Safelite’s customer service on his podcast, The Business Builder.
Here are just a few highlights:
• Hear how Safelite® emphasizes the three “T’s” of transparency, transformation and talent to drive the company forward.
• Why Safelite® is dedicated to continuous improvement based on what they learn new today about their customers they didn’t know yesterday.
• Why Net Promoter Scores (NPS) are ruthless, unforgiving and absolutely essential…. But never “weapons.”
I hope you enjoy listening, and many thanks to Chuck!