Issue link: https://read.dmtmag.com/i/570649
www.BoatingIndustry.com 34 | Boating Industry | October 2015 Customer service CSI programs offer many benefi ts for improving business + i f there's one thing most manufacturers and dealers can agree on, it's the importance of delivering a good customer experience. Making boating easier is a constant mantra for the industry as it works to improve the experience of buying and owning a boat. We all know the "What are the two best days in a boat owner's life?" joke. "We build a product that nobody really has to have, so the easier we can make it for our customers, they're going to tell their neighbors, they're going to tell their friends," said Ann Baldree, vice president at Chaparral and Robalo. "There's always going to be problems, but it's how we respond – how quickly we respond and how well we take care of that customer – that defi nes that customer experience. It's critical to the future of keeping people in this leisure activity." One of the key ways companies can do that is measuring customer satisfaction. After all, you can't address what you don't know or track. Most in the industry – about two thirds according to our latest survey – measure their customers' satisfaction in some way. More than half of those companies use the NMMA CSI program. That program, now in place for more than a decade, continues to evolve. We talked to several leading manufacturers about how they use the program to improve their company and their customer experience. Customer Customer CSI programs offer many benefi ts for improving business Customer BY JONATHAN SWEET