A trash company recently asked our neighborhood to sign a 10-year contract extension. What caught my attention wasn’t the length of the contract. It was the fact that the 10-year deal had absolutely no loyalty benefit. And that sent me down a rabbit hole that turned into a pretty fascinating ...

Customer experience scores declined across parts, service, sales, and rental this year. For many dealers, that raises a fair question: Are we doing something wrong? The short answer is no.

The 2025 Technician Experience Benchmark Report: What Every Dealer Needs to Know In today’s equipment industry, technician experience isn’t an HR issue — it’s an operational performance indicator. Technicians influence everything from repair cycle time to customer satisfaction, safety outcomes, and ...

The Unexpected Power of Individual Impact I just flew from Austin, Texas to Baltimore, Maryland for my daughter’s lacrosse tournament. My wife booked the flights, so I didn’t intentionally choose Southwest — it just worked best for the trip.

Announcing the 2025 Frontline Champions At SATISFYD, we believe the heartbeat of every dealership lies in its people — those who greet customers with a smile, go the extra mile to solve problems, and make sure every experience reflects the best of the industry. To honor these individuals, we ...

In 1992, I went to a Grateful Dead show in Las Vegas. It wasn’t just a concert—it was a movement. Strangers shared food, music, and stories. Within minutes, you felt like part of a tribe.

We expect a lot from frontline employees. They’re the face of the brand, the ones who absorb customer frustration, and the first to handle tough moments—often with little training or emotional support.

The Flight That Felt Different I flew from Austin to Denver this week on Southwest. Checked in late, ended up C8 in line—no big deal, I’ve flown them plenty of times.

When you work in customer experience, every interaction is more than personal—it’s a case study.