THE CUSTOMER JOURNEY
HELPING OUR
CUSTOMERS SUCCEED
Our goal as a Carter team member is to help our customers and fellow team members achieve their highest level of success. To accomplish this, we have to be the best versions of ourselves that we can and that starts with continuous education. As we push ourselves to grow professionally and individually, we can offer our customers secure, effortless, appreciated, and memorable interactions that ultimately lead to loyalty.
THE “Y” IN LOYAL
The “Y” (and the WHY) are dead-center, at the very heart of a Loyal customer experience. It cements an important word together, a word we are all striving for. Simply stated, a Loyal Customer feels their experience with us, even after the transaction is history…it’s a feeling, a very important one. But most of all, it’s “Y”ou that delivers remarkable experiences every day. The “Y” is unique. You are unique…and that’s the difference maker in our customer’s experience!”
UNDERSTANDING THE CUSTOMER’S JOURNEY
Our customer’s journey is every single interaction and moment of discovery over the life of that customer with Carter Machinery.
Developing and maintaining loyal customers is a continuous cycle that influences how customers feel about each experience they have with our company. It’s ultimately, YOU, and the skills/expertise, and passion you bring with every wrench turn, phone call, email, or site visit! Embrace the amazing opportunity each of us has every single day to delight, over-deliver, and create the Addictive Loyalty that fuels the 9’s & 10’s in our NLS scores!
When a Customer’s Loyalty is achieved, it becomes an active, living entity that requires us to feed it with excellence or it will retreat. How do we each do this?
“There are three simple things each of us needs to do each and every day to deliver memorable experiences to our customers:
- Make the FEEL Appreciated (words & actions)
- Make them FEEL secure – communicate extremely well & build their confidence
- Create and EFFORTLESS experience – from the moment they pull in! Acknoweldge them, greet them, offer a beverage…treat your workspace as your home and welcome your customer – they will love it!
Doing these three things will ensure we’re enabling our customers to reach their highest level of success.”
What does Carter mean to its customers?
WHERE DO YOU FIT IN?
A customer’s interaction with Carter can be complex. Where are you in their experience? Take a look below and think how you can make it easier for our customers to engage with us. Send us your ideas (on Contact CX page)
RESOURCES
We empower our employees with resources and training to enhance customer experience, ensuring exceptional service and support.
