#53 How Generac is Taking a Proactive Approach to Customer Experience
Experts of Experience
Key Insights
Why does Generac emphasize the importance of customer experience?
To ensure customers feel comfortable, safe, and secure, especially during power outages.
How has Generac evolved over the years?
From a generator manufacturer to a total energy solutions provider.
What trends is Generac observing in the energy space?
Home as a sanctuary, more frequent power outages, and demand for cleaner energy solutions.
How does Generac prepare customers for potential power outages?
By providing content and information on preparedness and notifying customers if their product is offline.
How does Generac manage increased customer inquiries during power outages?
By scaling up operations using external call centers, internal employees, and dispatching teams to impacted areas.
Why does Generac still use human interaction in customer service?
Many customers prefer human interaction for building confidence and trust, especially during stressful situations.
How does Generac balance marketing and customer experience during emergencies?
By focusing on supporting existing customers while also addressing new demand for products.
What role does AI play in Generac's customer service strategy?
AI is used for low-risk, low-touch interactions and to inform teams with customized communications.
What are Generac's ESG goals?
To make progress in environment, social, and governance areas by offering a range of energy solutions.
How does Generac gather customer insights?
Through CSAT and NPS scores, journey mapping, and testing media and emails.
What advice does Amanda Teder give for customer experience leaders?
To listen to customers and team members, and support experimentation for uncovering new insights.
Chapters
- Marketing and customer experience are deeply intertwined at Generac.
- Proactive customer engagement strategies are crucial during power outages.
- AI is used for low-risk, low-touch interactions, while human interaction is prioritized for high-emotion situations.
Shownotes Transcript