On our blog, we’ve done a lot to recognize our employees who deliver on our customer service pledge. Recently, experts from Forrester Research, Inc., Harley Manning and Kerry Bodine, published a book on their research called, “Outside In: The Power Of Putting Customers At The Center Of Your Business,” and we’re proud to be included as a case study about the importance of formal and informal employee incentives. Following is an excerpt...
CASE STUDY: Safelite AutoGlass Uses Informal And Formal Rewards To Drive Change
[Safelite] pitted market against market in a race to improve their Net Promoter Scores. Each quarter, the company rewards the top performing market with a celebratory dinner and a chance to hobnob with several of the company’s execs, who in turn make a big fuss over the people who are wowing Safelite’s customers. “Dave, a General Manager in Boise, Idaho, is posting a 94% right now. He’s done a fantastic job and takes it personally if they get a detractor.”
Unfortunately for the other markets, Dave keeps winning the national contest. So to even out the playing field, Tom continually seeks out pockets of excellence and then, in his words, “We leverage the hell out of them!” When a team in Orlando, Florida starting posting off-the-charts scores, executives traveled there to find out what they were doing right – and brought a film crew to document what they saw. On the video – which, believe it or not is the top search result on YouTube if you search for “customer delight” – General Manager Jon Laski proudly announces, “We’ve been number one for three months here in Florida.” He also shows off the office Hall of Fame, a wall filled with plaques and framed certificates that celebrate his employees’ work.
Both Harley and I will be keynote speakers at the 2013 Total Customer Experience Leaders Summit in April. Stop by and learn how success depends on the people to drive a common goal.
Reprinted by permission of Forrester Research. Excerpted from Outside In: The Power of Putting Your Customers at the Center of Your Business (New Harvest, 2012). Copyright © 2012 Forrester Research, Inc.; All Rights Reserved