Ho-Bo Tractor Company is a leading dealer that measures, analyzes, and improves expectations for their customer experiences. SATISFYD honored their efforts by recognizing them as a 2018 Top Dealer Award winner and further distinguished them with a Certificate of Excellence for being in the Top 10. Ho-Bo Tractor is in the midst of an organizational change, and based on the promises of their customer base, we have no doubt they will come out on top. You can read more about Ho-Bo Tractor’s plan to outlast big organization change in the Farm Equipment article Customer Service: Does it Really Matter by clicking here. In response to Farm Equipment’s question, “Does Customer Service Really Matter? SATISFYD can promise you, it does.
The direct impact of customer experience on dealer loyalty is highlighted in Farm Equipment’s 2017 Brand Loyalty survey. “When dealers reflected on recent customer conversions, 41% of respondents mentioned the customer not being prioritized by the previous dealership as a key factor for the switch. These strained relationships can often be a gradual process over time, especially for expanding, multi-store operations that may lose sight of personal relationships in the process.” During mergers and acquisitions, leadership and staff are focused on numbers, organizational processes, and performance. Those that commit attention each day to customer relationships and customer experience prevent customer defection.