Safelite AutoGlass, the largest provider of vehicle glass repair and replacement services in the U.S., has earned a 2015 Customer Experience Excellence (CxE) Award from Temkin Group, a leading market research, consulting, and training firm that helps organizations accelerate customer experience transformation. This is the second time Safelite has earned the award.
Organizations were evaluated based on three criteria: 1) customer experience transformation efforts, 2) business and customer results, and 3) sustainability. The CxE Awards were judged by six noted customer experience experts: Ginger Conlon (Editor-in-chief of Direct Marketing News), Shep Hyken (Author and Chief Amazement Officer of Shepard Presentations), Ingrid Lindberg (CXO and Founder of Chief Customer), Aimee Lucas (CX Transformist & Vice President of Temkin Group), Bruce Temkin (CX Transformist & Managing Partner of Temkin Group), and Bob Thompson (CEO and Editor-in-Chief of CustomerThink).
The judges were impressed by the high quality of the submissions. Lindberg stated, “The group of winners this year had not only created comprehensive customer experience programs that had impact far beyond a single department, but they also clearly demonstrated the importance of culture in their strategy and approach. They clearly understood that it takes highly engaged employees to deliver outstanding customer experiences.”
Safelite earned the recognition for its commitment to becoming “People Powered and Customer Driven.” The company focuses on people as a key strategy by consciously creating engagement among associates, hiring talented employees, and exhibiting a sincere concern for people’s well-being. Being “People Powered” enables the company to also be “Customer Driven” as it helps Safelite understand customer pain points better, deploy its resources more effectively, implement differentiating solutions, and finally, delight its customers during every interaction.
“We are honored to be recognized for our People Powered, Customer Driven strategy,” said Safelite President & CEO Tom Feeney. “It is at the heart of who we are as a company and the key driver behind our business performance. This honor serves as validation that we are moving Safelite forward in the right direction.”
For more information about the winners and the CxE Awards, visit the Customer Experience Matters blog, at ExperienceMatters.wordpress.com.