Getting Real with AI - Columbus DAW - May 2024 - Nick Woo from AlignAI
CCW Interview: Tom Feeney, Safelite
1. Introducing:
CCW is pleased to announce that Tom Feeney will be delivering a keynote on “The
Journey to Customer Centricity - People Powered, Customer Driven Strategy.”
Our CCW2017
VISIONARY
STRAGEGIST
Thomas M. Feeney
President & CEO
Safelite AutoGlass ®
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The company has won numerous recent business awards
including:
2016 Stevie Silver Award for Sales & Customer Service (Customer
Service Leader of the Year category)
2015 1to1 Customer Champion Award
2015 Corporate Caring Award
2015 Loyalty360 CX Award: Customer Insights, Bronze Level
2015 Temkin Customer Experience Excellence (CE2) Award
Plus, Thomas has been honored as the 2015
American Red Cross Humanitarian of the Year
Award and is included in the 2016 Smart
Business “Smart 50” Leaders Award.
Don’t miss our Q&A with Tom. Learn more
about the company powers performance by
thinking “people first.”
Q: How would you define the culture of Safelite AutoGlass®, the largest provider of
vehicle glass repair and replacement services in the U.S.?
A:
Our vision is supported by two core principles - People Powered and, Customer Driven Being
People Powered means that we power our performance by thinking “People First” and by
having talented, happy and engaged people who deliver extraordinary results. Being Customer
Driven means we achieve extraordinary results by looking at our business through the eyes of
our customer, making it easy for them to do business with us and ensuring their experience is
memorable. The company has more than doubled since implementing this strategy.
Q: How would you define the culture of Safelite AutoGlass®, the largest provider of
vehicle glass repair and replacement services in the U.S.?
A: If you’re in business, you’re in the people business – and the people business is about relationships.
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Q: You operate five contact centers with 3,000 customer service representative seats
throughout the country. What performance statistics can you share with us?
A:
We proudly operate within the top 5 percent of the industry. Safelite’s contact centers take 14 million calls per
year with an average pick-up time of 11 seconds (2 rings), and 88% are picked up by the fourth ring at the
latest. Our customer satisfaction surveys show a 99% approval for our CSRs.
Q: We look forward to seeing you in Vegas. What do you hope to share at the
event?
A:
Our focus on our people and our customers has made us the best in our industry. Best practices for customer
satisfaction can be replicated in any business, and we're sharing our secrets to success! Plus, I’m looking
forward to meeting the audience!
Join Us!
Visit: www.callcenterweek.com
Email: enquiry@iqpc.com
Call: 1-800-822-8684
3 ways to register:
