How do you create change when you’re the first customer experience (CX) leader at a highly successful business with a history of customer focus?
That’s the challenge Mark Smith faced when he became GE Capital Fleet Services’ first Vice President of Customer Experience a year ago. His response? Focus on the culture, because that’s what will sustain your experience.
Fleet Services’ primary customers are fleet managers who outsource some or all of their fleet management to the company. But they also have a B2C-like relationship with the drivers of those vehicles, who contact the company for everything from password resets to maintaining their vehicles. To build a customer-focused culture, Mark focuses on Listening, Sharing and Collaborating. (more…)