June 11 2013

Safelite Leader Shares Customer Experience Stories


Melina Metzger, Public Relations Manager
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TomFeeney

Safelite AutoGlass® President & CEO Tom Feeney has taken our story “on the road.” He recently gave keynote presentations at two customer service conferences – the Customer Experience Exchange, sponsored by IQPC & Forrester Research, and the Customer Experience Professionals’ Association’s Annual Members Insight Exchange.

If you missed either of these information events, you can check out the press coverage:

Forbes.com:
“Meet The New Boss And His Take On Your Strategy,” by Christine Crandell

Tom Feeney, CEO of Safelite AutoGlass, believes that “being customer-driven is all about thinking about your business through your customers’ eyes versus through your internal operational eyes.” Take care of the customer, be easy to do business with, and sincerely listen have enabled Safelite’s growth and agility to meet the ever changing needs of their customers.

CMO.com:
“Experts Continue The 'Exceptional Customer Experience' Conversation,” by Steve Cook

Safelite AutoGlass President and CEO Tom Feeney shared his “secret sauce” to Safelite’s transformation: “Our philosophy at Safelite is simple. Being ‘people-powered’ enables us to be ‘customer-driven.’ They work hand in hand. Happy, talented people create happy, loyal customers who deliver profitable growth. . . I don’t believe you can deliver a great customer experience without employee engagement. You’ll have individuals that might offer great service, but if it’s not part of your company’s DNA, you’ll lack a consistently memorable customer experience.”

CustomerThink.com:
"CXPA Raising the Bar for Customer Experience Professionals: Three Key Insights,” by Bob Thompson

The "chief customer officer" must lead the way
Although not necessarily with that formal title. At Safelite AutoGlass, CEO Tom Feeney said emphatically, "I am the chief customer officer." In his keynote address, he described the company's transformation since 2009 as a "long hard journey," and said these were the key lessons learned:
• Provide front line with training but don't forget leaders
• Spread best practices 'best to the rest' - boot camp and boost camp
• Measure and communicate at individual level - every person gets an NPS and can look at verbatims
• Reward the behavior you desire. Make them significant.
• Celebrate success. Have fun, make winners role models, "make it authentic"


CustomerThink.com
“CXPA13 Day One Live Blog: Keynote Tom Feeney, CEO, Safelite AutoGlass,” by Annette Franz Gleneicki

Our first keynote speaker this morning is Tom Feeney, CEO of Safelite AutoGlass. His presentation, "The Road to Success Through People," is about how Safelite overcame difficult financial conditions to become the dominant auto glass repair company in the country by relentlessly focusing on employees and customers.

Are you intrigued? You can download Tom’s presentation slides from CEE and CXPA from our Strategies section.

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