Strategies For Customer Service

People Powered. Customer Driven.


On February 11, 2014, Safelite hosted a “Best Practice Event” for members of the Customer Experience Professionals Association (CXPA), a global non-profit organization dedicated to the advancement of customer experience management practices. The CXPA supports the professional development of its members and advances the field by providing research and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience.

Fifteen CXPA members attended from as well as several CXPA staff members.

Safelite® Group President & CEO Tom Feeney, Safelite AutoGlass® Senior Vice President Steve Miggo and Safelite’s recently promoted Vice President of Customer & Brand Strategy Renee Cacchillo presented the company’s story of our journey to become People Powered, Customer Driven.

A variety of associate stories were shared, including:
• The Orlando, FL team
Bobby “The Experience” Jones from Quincy, MA
Jacki Wilburn from Boise, ID
Kanyon Hillaire from Portland, OR

Photos are available online.

The tremendous feedback from these customer experience professionals reassures us that Safelite’s on the right path to be famous for service!

A PDF of the slide presentation is available for download below.


The Road to Success Through People

View the presentation slides from Tom Feeney's keynote at the 2013 CXPA Members Insight Exchange.


Making Customer Centricity Your No.1 Priority Will Drive Your Business Forward

View the presentation slides from Tom Feeney's keynote at the 2013 Customer Experience Exchange, West Coast.


People Powered. Customer Driven.

Our vision for Safelite® is to become the Natural Choice for vehicle glass repair and replacement services in the United States. We have identified a solid road map for achieving this goal, and it is supported by two strategic principles: People Powered and Customer Driven. These two core principles drive the course of our business.


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