Safelite AutoGlass earned a Bronze level 2015 CX Award in the Customer Insights category from Loyalty360. The CX Awards were created to honor brands that are using innovative and best-in-class techniques to deliver customer experiences that ultimately build customer loyalty.
More than 100 brands entered in the 2015 Loyalty360 Awards and competed in six different categories related to customer experience. A group of industry experts reviewed entries and scored them according to strict criteria, narrowing the field down to four finalists in each category.
Safelite earned the recognition for use of data analytics, including text analytics to better understand customer comments, and predictive analytics to forecast part and labor need to ensure the company has the means to help the customer when and where they need it.
Safelite also leveraged customer insights to improve online estimates and appointment scheduling. The company reduced the number of steps and added functionality to reduce call-backs.
“We are honored to be recognized among such a high-profile and respected group of brands,” said Safelite Senior Vice President of Customer, Brand & Technology Renee Cacchillo. “We strive to continue to use all of our capabilities to stay ahead of the curve in creating a memorable customer experience.”
Loyalty360 is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing customer loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them. For more information, visit www.loyalty360.org.