Where others might be working hard to satisfy their customers, we at CARDONE are establishing significant ways to delight them. What does that mean exactly? Quite simply, we provide our customers with an experience that goes far beyond business as usual.
“People hear with their eyes before they hear with their ears.”
Sure, we offer the basics: a dynamic online presence, knowledgeable and friendly customer representatives and a robust parts catalog. But what CARDONE is focusing on more than any other remanufacturer in the industry is providing genuine opportunities to develop strong partnerships with our customers.
We’re founding relationships built on trust, integrity and mutual respect. By doing so, we can offer our customers more than what they need. We can give them what they want. And that starts with world-class service.
We’re not interested in just selling parts and calling it a day. Every employee at CARDONE is dedicated to providing the best automotive products on time, every time. This comes from a service mentality dedicated to fulfill standard requests, fixing big problems, and solving seemingly impossible issues.
And because every situation is unique, so are our solutions. We take a holistic view at what’s presented and then apply all of our experience, know-how, and commitment to provide unparalleled service to our customers. Because at the end of the day, it’s not about the parts. It’s about building good relationships with great people. Meeting face-to-face is a big part of that.
In an effort to establish direct, unfiltered feedback from automotive service dealers, we have developed a series of nationwide Tech Councils. These teams are formed from a diverse cross-section of shop owners and service managers who use CARDONE products.
Tech Councils hold meetings throughout the year with one simple goal in mind: to gain insight. The goal is not only to learn about day-to-day product usage but also to generate ideas for new products and services that we can add to our already extensive lineup of new and remanufactured products.
Meetings are held across the country, in cities such as Philadelphia, Dallas and Los Angeles. These Tech Council gatherings have rapidly become a valuable function of the CARDONE feedback loop, allowing us to quickly focus on areas that are most important to our customers.
And while these meetings are essential, we’re also realizing the benefit of social media when it comes to gathering feedback. In fact, we’re creating YouTube tech videos based on the most common questions we receive. These complement our Tech Line—an always available 800-number our customers can call with questions or concerns. Oftentimes, the recurring ones become tech tips that we share with everyone.
How can a company possibly spend even more time and energy on delighting its customers? By creating a department dedicated to going above and beyond what is expected. Two years ago, CARDONE did just that with the addition of our Customer Experience Department.
This group of people-pleasers attends all warranty meetings, works with our engineers, determines what tech tips to feature in our YouTube videos, coordinates Tech Councils, and manages our Tech Line. This is in addition to determining how CARDONE can continue to do more than simply satisfy our customers.
We work hard to be the best supplier in our industry. And though awards don’t guarantee a customer will continue to do business with CARDONE, they’re a good indication that we’re doing something right—not because we have to but because we want to.
“We are honored to receive these awards. We know complete and accurate data sells parts, and these awards are a testament to the hard work my team puts in every day to support our customers.”
Recently, CARDONE was honored with a “Best in Class” President’s Award for Electronic Data Excellence by Advance Auto Parts. Criteria for judging included data accuracy, prompt monthly delivery, image coverage and quality, conformance to most recent industry data standards and proactive communications.
CARDONE also received the Silver President’s Award for our online catalog at cardone.com. Featuring more than 46,000 SKUs, the CARDONE WebCat includes detailed, application-specific product information such as features and benefits, multi-view images, installation guides, tech tips and videos.