At the 2019 Loyalty360 Customer Expo, Bekins’ executive vice president, A.J. Schneider, presented to attendees at the Customer Expo, sharing the evolution of the van line’s commitment to customer-centric service. In 2014, the company honed in on measurement practices to determine the likelihood that a customer will recommend the company. The next step was figuring out what elements of the moving company’s service increased that likelihood of recommendation.
“We don’t have the luxury of frequency-of-purchase,” Schneider said. “We can’t simply replace their coffee if we get it wrong or give them a coupon for a free one the next day. For us, our customer experience – the warmth and competence we show to our customers – is our customer loyalty program.”
Van line edges out Caesars, Ford for 1st place
Bekins won first prize in the association for customer loyalty’s Employee Engagement category, a bracket shared by such contenders as Caesars Entertainment and The Leading Hotels of the World.
Bekins accepted the Customer Award from Loyalty360 CEO Mark Johnson at the awards ceremony downtown on November 13.
Bekins Van Lines is located at 8010 Castleton Dr. in Indianapolis, Ind. The company can be reached at 800-932-7799, 317-849-7900, or online at www.bekins.com.