Transforming from a transactional model to relationship-based approach.
Since the hiring of Jodie Menze as Customer Service Manager in June of 2021, Hubbard-Hall has embarked on a transformation of our Customer Service department. Menze’s vision was to shift the department from a highly transactional model to a relationship-based approach, which led to the rebranding of the department as the Customer Experience team in 2022.
The goal is to create an omni channel experience for our customers and position Hubbard-Hall as digital leader in the metal finishing industry. To achieve this, Menze has been focusing on hiring new talent, creating a customer centric department mission statement and providing digital tools for both our customers and CX specialists.
The mission statement, “to build relationships by providing prompt and exceptional service, one customer at a time,” has been instrumental in guiding the transformation. “We believe that our commitment to building strong relationships with our customers will create long-lasting partnerships that will endure long after we are gone,” stated Menze.
As a company that has been in business for over 170 years, we are committed to evolving with the times. We understand that providing digital tools to our customers is a crucial part of the customer experience, and we have provided training on our chat function, which is available to everyone on our website, as well as our customer dashboard and HH On-Demand.
Recently, Customer Experience Specialists, from 3 locations, were brought together for a team building event. The training focused on skills that will enrich each interaction a customer has with Hubbard-Hall. Sessions included relationship building, problem-solving skills and how to help customers utilize digital tools.
While the event was focused on training and development, we also took the opportunity to have some fun. Our team got to explore their artistic sides by painting a beautiful seascape with help from Muse Paintbar (West Hartford, CT). They also enjoyed after-work dinners at Hibachi and The Cheesecake Factory, which fostered a sense of team togetherness and excitement about our shared vision for the future.
“Overall, the event was a success in generating enthusiasm and a sense of purpose amongst the Customer Experience team. We are proud of the progress in transforming the department into a relationship-based team that is equipped with the latest knowledge and abilities to provide our customers with exceptional service,” stated Menze.
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Excerpt: Transforming from a transactional model to relationship-based approach. Over the last two years, Jodie Menze, Customer Experience Manager, has worked to bring her vision to life by rebranding the Customer Service department to be a Customer Experience team. All of this work has been focused on the team's mission statement, "to build relationships by providing prompt and exceptional service, one customer at a time."
Full Text: Transforming from a transactional model to relationship-based approach.
Since the hiring of Jodie Menze as Customer Service Manager in June of 2021, Hubbard-Hall has embarked on a transformation of our Customer Service department. Menze’s vision was to shift the department from a highly transactional model to a relationship-based approach, which led to the rebranding of the department as the Customer Experience team in 2022.
The goal is to create an omni channel experience for our customers and position Hubbard-Hall as digital leader in the metal finishing industry. To achieve this, Menze has been focusing on hiring new talent, creating a customer centric department mission statement and providing digital tools for both our customers and CX specialists.
The mission statement, “to build relationships by providing prompt and exceptional service, one customer at a time,” has been instrumental in guiding the transformation. “We believe that our commitment to building strong relationships with our customers will create long-lasting partnerships that will endure long after we are gone,” stated Menze.
As a company that has been in business for over 170 years, we are committed to evolving with the times. We understand that providing digital tools to our customers is a crucial part of the customer experience, and we have provided training on our chat function, which is available to everyone on our website, as well as our customer dashboard and HH On-Demand.
Recently, Customer Experience Specialists, from 3 locations, were brought together for a team building event. The training focused on skills that will enrich each interaction a customer has with Hubbard-Hall. Sessions included relationship building, problem-solving skills and how to help customers utilize digital tools.
While the event was focused on training and development, we also took the opportunity to have some fun. Our team got to explore their artistic sides by painting a beautiful seascape with help from Muse Paintbar (West Hartford, CT). They also enjoyed after-work dinners at Hibachi and The Cheesecake Factory, which fostered a sense of team togetherness and excitement about our shared vision for the future.
“Overall, the event was a success in generating enthusiasm and a sense of purpose amongst the Customer Experience team. We are proud of the progress in transforming the department into a relationship-based team that is equipped with the latest knowledge and abilities to provide our customers with exceptional service,” stated Menze.
