Automotive Management Services, Inc. (AMSI), an organization of car dealers based in the Southeast US, found their dealerships’ customer engagement and satisfaction scores were low. When Tracy Riazzi, Customer Service Development Director, began to look into the cause, she saw there was a correlation between customer satisfaction and employee engagement – so she set out to improve it.
After launching a 12-month, three-phase program that incorporated a full-scale engagement survey, seven sessions of employee training for nearly 700 employees, action plan development and sustainability programs, the company saw major improvements. One dealership doubled monthly sales, exponentially improved customer satisfaction scores and more than tripled the amount of monthly service orders.
Join Riazzi and Strativity President Lior Arussy as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty.
Attendees will learn:
- Strategies to get first-line managers on board with cultural transformation
- Common pitfalls companies may encounter while implementing engagement programs
- The financial and cultural benefits of investing in your employees