Carglass employee will arrive
Posted: Tue Jun 17, 2025 9:05 am
After customers fill out the form on the site, they receive an email as confirmation. It states that a Carglass employee will contact them within four hours. Nothing special, you might think. But it is, most people receive a phone call within an hour. Expectations have already been exceeded for the first time. Carglass could just as well communicate that they will call within the hour. Suppose they succeed in doing so in 95% of the cases, then there are 5% dissatisfied customers per hour. Remember: you can determine where you set the bar yourself. But this goes further. When the mechanic is on his way to the location to replace the window, he confirms his appointment 20 minutes in advance. This way, the customer knows exactly when the
Finally, the mechanics do not only replace the window of your car. They also ensure that the car is brother cell phone list left in good condition. Any rubbish (e.g. empty bottle of Coke on the ground) is removed and if necessary, the car is quickly vacuumed. These are all small details, but every touch point has been well thought out. In every phase, the company does just that little bit more than expected. Customers like that.
Create a touchpoint score map
If you want to take on this challenge, it is useful to map out each touchpoint with the customer. Check what you promise there and how you perform. See how you can exceed expectations a little bit per interaction point. Elements to map out include the reach: how many customers use this touchpoint, the current conversation value of the touchpoint, the satisfaction of the customers and also the satisfaction of the employees. The latter is not unimportant. The higher the satisfaction of your employees, the higher the satisfaction of your customers.
Finally, the mechanics do not only replace the window of your car. They also ensure that the car is brother cell phone list left in good condition. Any rubbish (e.g. empty bottle of Coke on the ground) is removed and if necessary, the car is quickly vacuumed. These are all small details, but every touch point has been well thought out. In every phase, the company does just that little bit more than expected. Customers like that.
Create a touchpoint score map
If you want to take on this challenge, it is useful to map out each touchpoint with the customer. Check what you promise there and how you perform. See how you can exceed expectations a little bit per interaction point. Elements to map out include the reach: how many customers use this touchpoint, the current conversation value of the touchpoint, the satisfaction of the customers and also the satisfaction of the employees. The latter is not unimportant. The higher the satisfaction of your employees, the higher the satisfaction of your customers.