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Vice President, Digital and Customer Innovation, Safelite AutoGlass
Customers of Safelite AutoGlass don’t typically start out happy: They’ve just experienced a window or mirror breaking on their car and need the problem resolved. eMarketer’s Nicole Perrin spoke with Bruce Millard, Safelite’s vice president of digital and customer innovation, about how the company wants solving that problem to be the best experience possible.
eMarketer: What do customers expect from their experience with Safelite?
Bruce Millard: If you’ve never used Safelite before, I think the expectation is low, and we strive to exceed that expectation tremendously. We can see it when we look at our NPS scores, which are in the 86 to 88 range. It’s a strategic differentiator for us, and the experience drives so much word-of-mouth. [NPS stands for Net Promoter Score, which gauges the loyalty of a firm’s customer relationships.]
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