Porsche has been an iconic brand for decades with the combination of their legendary cars and their passion for Radically Personal Customer Service.
Growing up, a lot of kids in my neighborhood, myself included, had a Porsche 911 poster on the wall. We all dreamed of someday riding in one.
I visited the Porsche Experience Center in Atlanta and had an insightful, entertaining, and thoughtful conversation with Jeff Newman, who leads Customer Care for Porsche Cars North America. It was also a thrill to drive on their track and experience what a 911 can really do.
In this episode of Radically Personal, a podcast from Gladly, Jeff shares the origins of Porsche’s “Excite” customer experience program. It was designed to create a common purpose across the company to deliver a customer experience as legendary as the cars they build. The goal being to ensure “Porsche Passion” among their customers. And the results are the display of J.D. Power awards for Total Ownership Experience.
Jeff also shares his passion for improv comedy and explains why it could be the best management training you never knew about. And how levity in the face of adversity is a powerful tool.
Porsche is an iconic brand that is ageless and timeless. Yet it is still reinventing itself today from the release of it’s electric Taycan to the Porsche Excite program.
I know you will enjoy the conversation with Jeff as much as I did.
Your customers are talking—Are you listening?
Get the 2019 Customer Expectations Report to see what it is your customers want from customer service.Download the Report