Els' Notes

The Customer Experience

The customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. – Wikipedia

You, our customer, are at the center of everything we do. We understand that the success of our company only exists if we are a trusted source of products and services that help our customers be successful. Our ad campaign this year was based on our belief, that without you, we are nothing. We live and breathe this philosophy each day in every area of our business.

We know that:
We grow . . . because you grow
We learn . . . to serve you better
We listen . . . to understand your needs

As part of our customer experience philosophy we have a team which includes managers from Operations, Sales, Marketing, Accounting, Materials and our Executives who monthly get together to review direct and indirect touch points with you, our customers. We design and implement changes to processes and standards across the company to better serve you and to go above and beyond what is expected.

Just to give you one example of the changes implemented through our Customer Experience team was the information provided through our Technical Information Services department. Now it is our standard that on every inquiry made we will review the information and provide any additional products needed. For example, if you ask us for the brake pad, we will return your research request with the brake pad part number and we will also provide the wheel cylinder and axle seal part numbers. Or you ask us for brushes we will add the springs and the brush and spring kit as options. Through this service we are trying to anticipate your needs and offer you more than you expect.

I hope you have been noticing our company wide approach to make everyone, from the receptionist to the picker and the packer, in the organization understand that they have an impact on the experience you have with us.

We have seen improvements on this in our customer survey. We take every suggestion seriously and measure our success through your eyes. If you have suggestions that you would like to share, please fill out the Ask Els form on this enewsletter or contact me directly.

Thank you for being our customer and thank you for making us a better company.

Els Thermote
CEO
TVH - TotalSource® Parts and Accessories