October 22 2013

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


Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology
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customer driven

Element No. 2 in Safelite’s Customer Driven approach is “Focus.” This means that we will deploy resources where they deliver the greatest mutual business value. You can’t be everything to everyone, so we will strive to grow relationships with our customers that unlock value and align resources to target critical customer segments.

We will no longer use a one-size-fits-all approach. We will take into account the differences in customers and growth potential. While we will continue to leverage our national presence, we will become locally tailored by looking at all of our markets individually and identifying their unique needs and resources. Not every market will be operated exactly the same way. We will respond differently in each market based on each market’s needs and what its customers want from us.

For example, one market might have extended hours or be open on Sunday, while another may not. Each market will be staffed to deliver on our customer’s needs.

Focusing your customer service strategy can help any company get more “bang for the buck.”

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