October 14 2016

Leading Customer Experience Expert Features Safelite AutoGlass in Latest Book

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

At Safelite AutoGlass, we’re a People Powered, Customer Driven organization focused on bringing unexpected happiness to people’s everyday lives. That’s why we are extremely proud of our Eastern Florida District Leader David Cahill. He is a prime example of how engaged, talented people deliver memorable customer experiences. His leadership is featured in a new book, “What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint,” by world-renowned innovation thought leader and customer experience expert Nicholas Webb.

“What Customers Crave” highlights Webb’s picks for the top 20 best brands in the world for customer experience. He includes Safelite AutoGlass and David for his idea behind presenting valor coins to military customers.

What Customers Crave

Early in his career at Safelite AutoGlass, David noticed a myriad of complaints from customers who happen to be active military members. The complaints weren’t about the service his team offered, rather how the technician addressed the customer. So, he set out to do something about it. He remembered hearing about the military’s use of valor coins that are awarded as a sign of appreciation, which sparked an idea. David discussed valor coins with a technician who was himself a veteran and decided to have them made to present to customers identified as being a part of the military – active or veteran.

“We just wanted to find a way to build our relationship with our military customers,” David said.

David and team designed and produced the coins, instructing technicians on how to shake hands and properly present the coin. A few weeks later, David was visiting a Safelite AutoGlass store when he noticed a customer in the waiting room who was a decorated Navy senior chief petty officer. He approached him and thanked him for his service, presenting him the coin. The officer was so overcome with appreciation he smiled and hugged him.

As a result, Safelite leaders across the country are encouraged to ensure their veteran associates and customers are provided with a valor coin thanking them for their service. David story is featured in this video..

After hearing of David’s story, Webb was intrigued and decided to test things out for himself. He scheduled service with Safelite AutoGlass where he received world-class service and confirmed their place in his latest book.

We are thrilled to have David’s People Powered, Customer Driven leadership spotlighted in this new book. His efforts are truly appreciated by our company and our customers. He inspires all of us with his service-mindset, can-do attitude and caring heart as we all strive to bring happiness to our customers.

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David—congrats to you for following your instincts and being the heart of Safelite in your community!

Betsy Blake, October 19, 2016

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