ccw interview: tom feeney, safelite

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

VISIONARYSTRAGEGIST

Thomas M. FeeneyPresident & CEO

Safelite AutoGlass ®

[email protected] | www.callcenterweek.com | #CallCenterWeek


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.


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: [email protected]

Call: 1-800-822-8684

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