The American Business Awards, the nation’s premier business awards program, announced Safelite’s Boise, Idaho market is a finalist in the Customer Services Team category and Senior Vice President of Human Resources and Operations Steve Miggo is a finalist for the Human Resources Executive of the Year award.
Finalists were chosen by more than 140 business professionals nationwide during preliminary judging. More than 150 members of 10 specialized judging committees will determine Stevie Award placements from among the Finalists during final judging. Details about The American Business Awards and the list of Finalists in all categories are available at www.stevieawards.com/aba/.
Since implementing the Net Promoter Score (NPS) to measure customer satisfaction, Safelite’s Boise, Idaho market, led by General Manager Dave Ross, has been a role model. Ross uses a peer-directed approach, and each week technicians lead the discussion about challenges on the job and opportunities to learn from each other on how to delight customers. This approach earned the Boise team the highest NPS in the U.S. in 2011 for all four quarters. His current NPS is an impressive 95.6 percent.
In addition, a Boise market technician Jacki Wilburn, is one of the company’s best service providers. In 2011, Jacki received zero detractors for an individual NPS of 99.8 percent.
As the Human Resources Executive of the Year finalist, Steve Miggo has been a key driver behind Safelite’s cultural transformation. Under his direction, Safelite® launched “People First” as a strategic initiative for the business with the objective to “drive business performance by having an obsessive focus on having talented people who are inspired to deliver great results.”
Using an integrated talent management platform, designed to attract, develop, engage and retain the talent needed to support Safelite’s growth strategy, Miggo’s HR team introduced Safelite’s Core Competencies, leadership development workshops, and People Pledge. The results of his HR strategies are evident: during a year when engagement scores are dropping by an average of 2 points in companies across the country, Safelite® delivered a 5 percent increase to reach 76 percent overall engagement, which is within the top 25 percent of best-in-class industry results.
“The connection between employee engagement and customer service is clear as illustrated by these two recognitions,” said Tom Feeney, president and CEO of Safelite AutoGlass®. “It’s our goal to be an employer of choice so that we may have the best talent around – that will help us continue to be a leader in customer service. I congratulate and thank both Steve and Dave and their teams on their excellent work.”
About the Stevie Awards
Stevie Awards are conferred in four programs: The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about The Stevie Awards at www.stevieawards.com.
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