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.

You finally got the review every dealership hopes for—"Great service, would definitely recommend!" But now what? When a customer takes the time to leave a positive review, your response is more than just a “thank you.” It’s a chance to build loyalty, strengthen your brand, and show future customers ...

Employees that feel valued and have opportunities to learn and grow are proven to treat customers better and continuously improve and grow your business.

Let’s play a quick game of “Would You Rather”: Would you rather spend thousands on a new digital ad campaign... Or get more website traffic for free just by collecting customer reviews? If you picked option two, congratulations—you might just be an SEO genius in the making.

Your customers are the key to success and their opinions are vital to sustaining growth. With social sharing on the rise, customers can now easily share their opinions with the world. Bad experiences can quickly alter your organization’s image and detract new customers before they even walk through ...

If you collect customer feedback, you understand the benefit of how diving into and understanding constructive insights can enhance your dealership’s internal processes. But have you thought about how you can use your customers’ positive feedback to highlight your dealership’s brand promise and ...

One Platform, Endless Insights What if you could gather valuable customer feedback and boost your online reviews—without adding extra steps? With SATISFYD XperienceHub, you can. This integrated platform brings together Voice of Customer (VoC) and Review Management, empowering dealers to collect ...

Every couple of years, I gear up for what should be a straightforward task: upgrading phones for my family of six. You’d think after doing this a few times, it would be simple. And in theory, it should be—walk into a store, trade in the old phones, walk out with the new ones. But every time, I’m ...

As someone who leads a company dedicated to improving customer experience, I tend to notice when a brand gets it right—and especially when they don’t. I’ve been a Gusto customer for over five years. Their payroll platform has always stood out: clean, intuitive, and easy to use. As a software ...

So, you’ve completed an employee engagement survey, congrats! Now what? GET MOVING. You now hold the keys to engage your employees and create a high-quality workforce primed to drive growth for your business. We all know that implementing new processes often take much longer than planned; sometimes ...

Let’s be honest: most equipment dealers still rely on that old-school charm—handshakes, walkarounds, and personal service. And that’s great. But while you’ve been crushing it face-to-face, the digital world has been evolving... fast. Today’s customers don’t just want a good in-person ...

What does it mean to be a SATISFYD Top Dealer? These dealers don’t just check boxes—they stand out by consistently listening to their customers and teams, acting on feedback, and building trust both in person and online. High marks in customer satisfaction, employee engagement, and reputation ...

The 2025 SATISFYD Experience Summit was a remarkable gathering of industry leaders, where we explored the vital connection between customer and employee experiences in driving dealership success. With a series of insightful sessions, expert speakers, and actionable strategies, this summit offered ...

The 2025 SATISFYD Employee & Customer Experience Benchmark Report is here, providing critical insights into how dealerships are performing across the industry. This year’s report highlights notable shifts in customer and employee experience, particularly within the construction and agriculture ...

At SATISFYD, we believe in recognizing the outstanding champions who go above and beyond to drive excellence in employee and customer experience. These MVPs lead the way in fostering a culture of engagement, innovation, and growth. We are thrilled to announce and celebrate the winners of the 2025 ...

The workforce is shifting—and so are employee expectations. Gen Z and Millennials now make up the majority of today’s workforce, and they’re reshaping what it means to build a strong, modern workplace. If your dealership is finding it tough to attract and keep younger talent, you’re not alone. The ...

In the fast-paced world of equipment dealerships, staying ahead isn’t optional—it’s critical. The competition is tougher, customer expectations are rising, and the smallest inefficiencies can impact your bottom line. But here’s the good news: by benchmarking your dealership’s performance, you can ...

You’re juggling shrinking margins, changing customer expectations, and the challenge of retaining top talent in an industry that’s constantly evolving. Sound familiar? Staying competitive feels like a guessing game. Without a clear understanding of where you stand compared to your peers, how do you ...

Customer feedback is the lifeblood of any successful business. Satisfied customers often become repeat buyers and brand advocates, driving new business through referrals and glowing online reviews. On the flip side, dissatisfied customers don’t just leave silently—they share their negative ...

Showing appreciation to employees is more than a nice gesture; it’s a powerful strategy to improve morale, increase retention, and boost customer satisfaction. When employees feel valued, they’re more engaged, committed, and motivated to go the extra mile. Here’s why expressing gratitude matters ...

Dealers, owners, and sales teams – the importance of customer feedback can’t be overstated. With so many buyers relying on online reviews and feedback, it's crucial to understand how customer perceptions can significantly influence your dealership’s success. These startling statistics reveal why ...

Employee turnover is a growing concern for heavy equipment dealerships, especially in today’s market conditions. With supply chain disruptions and fluctuating equipment demand, retaining skilled workers has never been more critical. In an industry that relies heavily on experienced workers, high ...

Are you struggling with customer loyalty and employee satisfaction in your dealership? You're not alone. In today's competitive market, many dealerships find it challenging to balance operational efficiency with the need to keep both customers and employees happy. This imbalance can lead to lost ...

The heavy equipment industry is at a pivotal moment. As Baby Boomers retire and Generation Z steps into the workforce, dealerships face the challenge of maintaining employee satisfaction across vastly different age groups and genders. The stakes are high—keeping your employees engaged and loyal is ...

The struggle to recruit and retain skilled technicians is a widespread issue among heavy equipment dealerships. If you're experiencing this, you're not alone. Discover a fresh perspective proposed by John Dowling, Director of Dealer Account Management at Jordan Sitter Associates, and Emilie Spalla, ...

As part of a heavy equipment dealership, you're likely aware of the ongoing layoffs that have been announced at manufacturing plants across the US. These cuts, coupled with the planned relocation of some production to Mexico by 2026, paint an uncertain picture for the industry. Working with ...

As you know, the pool of available talent to work for your dealership is changing. As reported by NPR's article, Many in Gen Z ditch colleges for trade schools. Meet the 'toolbelt generation, many young people in Gen Z are opting for vocational schools and trade careers, seeking hands-on experience ...

Every year, we eagerly participate in the JDUG event, where we connect with agricultural heavy equipment dealerships to learn about the tools and methods they use to deliver exceptional goods and services. At SATISFYD, we're all about fostering open communication and feedback, which align perfectly ...

Welcome, Human Resources teams of heavy equipment dealerships! Today, we're diving into a transformative movement that's reshaping rural marketplaces across North America - the Rural Renaissance. This isn't just a buzzword; it's a dynamic shift that presents immense opportunities, especially when ...

Are you worried about not getting the results you want from your satisfaction surveys? If so, you're in the right place! At our 2024 SATISFYD Experience Summit, I shared invaluable insights on how to move beyond traditional satisfaction surveys and truly transform your dealership's experience based ...

Are you part of a marketing team in a heavy equipment dealership looking to boost your market share and drive more sales? If so, you're in the right place! In our 2024 SATISFYD Experience Summit, Jordan Arsenault, Senior Account Executive at Fusable, a seasoned expert in digital marketing for ...

Today, we delve into the real world of heavy equipment dealerships and their interactions with customers and employees to hear from fellow industry experts on their best practices to enhance customer and employee experience across all dealership locations. In this post, we'll be discussing key ...

The 2024 SATISFYD Experience Summit was a resounding success, bringing together a diverse group of industry experts, thought leaders, and enthusiasts to delve into the theme of "The Human Equation in Dealership Excellence: Attract, Retain, Delight." Hosted on March 6, 2024, this year's summit was ...

At SATISFYD, we believe in celebrating exceptional champions who go above and beyond, leaving a lasting impact on those they work with. We are thrilled to introduce our new program, the SATISFYD Experience MVP, aimed at honoring outstanding individuals who have showcased remarkable work and made ...

What does it mean to be a SATISFYD Top Dealer? It's not just a title; it's a testament to excellence in meeting or exceeding the year's benchmarks for Net Promoter Score (NPS), Employee Net Promoter Score (eNPS), and online reputation scorecards (online reviews).

In the competitive world of heavy equipment dealerships, standing out isn't just an aspiration; it's a necessity. In 2024, SATISFYD proudly certified several dealership groups through our Certified Dealer Program. These certifications aren't just badges; they're symbols of consistent dedication to ...

In the realm of conducting employee surveys, Lakeside International Trucks' Vice President, Marketing & Human Resources, Rob Durham, shares valuable insights: it's not just about sending out surveys and gathering input; the real work lies in acknowledging and taking action based on that ...

In the fast-paced world of heavy equipment dealerships, one thing stands out above all else: customer experience. It's the cornerstone of success, the key to unlocking loyalty, and the foundation upon which every successful transaction is built.

Are you tired of inefficient communication methods slowing down your dealership's operations? Do you want to maximize efficiency and enhance customer satisfaction? Then keep reading because we have some exciting news that could transform the way you do business. Picture this: fast and effective ...

Customer and Employee Experience Champions at Heavy Equipment Dealerships: Are you ready to dive into the depths of dealership experience excellence? Buckle up because we're about to unveil industry-exclusive benchmarks that will make you rethink your strategic plan for 2024. We've been helping ...

As we gear up for another promising year, it's crucial to take a moment and reflect on the milestones and challenges that shaped our journey in 2023. Today, we're thrilled to share with you invaluable insights regarding the benchmarks set for the past year. In this blog post, we shed light on the ...

Many dealerships find themselves at a crossroads in the pursuit of improving the workplace environment. Faced with high turnovers and low staff morale, the initial inclination might be to introduce a new-hire incentive or employee recognition program. However, recognizing the need for a more ...

In the rapidly evolving landscape of business, heavy equipment dealerships are increasingly recognizing the pivotal role of Customer Experience (CX) software in shaping their success. The decision to invest in CX software is driven by a multifaceted approach to enhance customer satisfaction, foster ...

Attracting and retaining employees in the competitive equipment dealership industry is tough. That's why we have assembled a diverse group of HR leaders for our 2023 summit's round table discussion on how dealerships are attracting and retaining employees. Drawing on their years of experience in ...

Thanks to the rise of social media, especially TikTok and Instagram, customer-generated content has grown astronomically. So, to discuss how to capture and leverage it, SATISFYD sat down with Kaia Watkins, Global Director of Channel Partner Marketing for Flint Group. With over seventeen years of ...

Many dealerships ask: how do we consistently offer exceptional customer service? To answer this question, SATISFYD sat down with Larry Cole Ph.D to talk about the role of leadership, accountability, and employee empowerment in making transformational change.

Raise your hand if your customer database is complete, accurate, and organized ✋ According to the 2022 Global Data Management by Experian, 85% of business leaders indicated that poor quality contact data for customers negatively impacts their operational processes and efficiency.

Are you ready to supercharge your dealership's revenue while creating a fun and unforgettable experience for your employees and customers? Well, get ready to rethink goal-setting as we unveil five realistic goals that will align your dealership with success! Don't miss out on this opportunity to ...

It’s estimated that a whopping 70% of a customer’s brand perception is determined by their experience with employees. Those front-line interactions are vital not only for closing sales, but also for retaining customers and keeping a company’s reputation in tip-top shape. Now, with global employee ...

SATISFYD’s CEO Ryan Condon sat down with Doug Tibben, president of Pattison Agriculture, to discuss how his company has tackled employee and customer issues head-on to grow and thrive. Having increased their market share by 60% since 2020, Doug shared how deep-diving into customer feedback, ...

A negative review on the first page of search results can cost a business 22% of its customers, according to a survey by Moz, one of the most trusted SEO companies in the marketplace. People write negative reviews because they’re unhappy with the experience they received and feel the need to ...

At a time when the agriculture equipment industry is facing employee retention challenges, our Vice President, Emilie Spalla, led a conversation with our customers, Farrah Ibach-Bauer, Human Resources Manager at Heritage Tractor, Tracy Ellig, Human Resources Manager at Premier Equipment, and Ann ...

With increasing competition, changing customer expectations, and a shortage of skilled labor, the heavy equipment industry must identify and address customer and employee experience challenges faster than ever. Today, success is not exclusively linked to profit margins but also to the quality of ...

Have you heard about the SATISFYD Top Dealer Awards? It's an annual award that recognizes the best of the best in the equipment industry. We're talking about the dealerships that provide exceptional customer experiences, have a strong online reputation, and enjoy having engaged and motivated ...

In today's digital age, businesses are constantly searching for ways to improve their customer experience and gather actionable feedback from their customers. Two software vendors that provide such services are us, SATISFYD, and Qualtrics. While we both aim to help businesses understand and improve ...

Your potential customer relies on checking your dealership reviews before making a purchasing decision. 9 out of 10 customers read online reviews before making a purchase decision. In addition, 72% of consumers trust online reviews as much as recommendations from friends and family. So how can you ...

About Berry Companies Berry Companies' history dates to 1957 when Fred Berry, Jr., and his brother Paul purchased the Sam H. Denney Road Machinery Co. and renamed it Berry Tractor & Equipment Co. The Sam H. Denney Road Machinery Co. had been founded in 1928 to distribute road maintenance ...

New Year. Increased Scores. Higher Standards. As you know, one of the benefits of being a SATISFYD customer is that you can see how your organization stands against competitors with our competitive industry benchmarking reporting. Our 2022 Benchmark Report for Voice of Customer was updated on Jan. ...

What is Net Promoter Score (NPS)? Net Promoter Score is a methodology used to calculate the answer to a single question: How likely are you to recommend brand/dealer/product to a friend or colleague?

HR leaders are more concerned about the talent shortage today than ever before, and there’s good reason. The cost of turnover is estimated that can cost a company 1.5-2 times the employee’s salary.

A single experience can have a defining impact on a customers’ perspective of your dealership – both positive and negative. Sometimes it can be hard to recognize and decode the signals to know how a customer feels after interacting with your store. But customers leave a trail of crumbs that you can ...

Change is Happening Now Dealers know all too well that their organization is in a continuous state of change. They work hard to make day-to-day improvements to their processes and grow through referrals from happy customers. And as consolidation becomes a reality for a growing number of dealers in ...

As you budget for the year, are you confident that the amount you’ve allocated for your Customer Experience program will give you the results you want?

Online Reviews: Sharing the News! Online reviews are referred to more than any other marketing resource. They drive customers’ purchases and influence their choices of where to do business. More than 90% of customers rely on reviews to guide their decisions. Your online reputation truly is created ...

Online Reviews: Coping with Negative Comments We know that the vast majority of buyers check online for others’ experiences before they complete a purchase, and that even one negative review can have lasting impact. While only 6% of customers write a review, it turns out that a dissatisfied person ...

Online Reviews: Getting the Story Online reviews are the modern-day word-of-mouth, with 93% of buyers looking to online customer feedback before buying and 72% valuing online reviews over inputs from their own friends and families. But those reviews don’t tell the whole story. In fact, only 6% of ...

Online Reviews: The Modern Day Word-of-Mouth Kyle Stanton has owned a thriving cattle farm in northern Iowa for three decades and considers himself lucky to have a network of friends whose opinions he can rely on. However, over the years, he’s come to trust his online community just as much as his ...

Many of the benefits of keeping tabs on your customers’ experiences are instinctive: you naturally want to please your customers and ensure that they are happy with your products and services. You value your loyal customers and want to keep them coming back. And let’s be honest: most dealerships ...

It’s no mystery why it’s important to be keenly aware of your customers’ experiences. Happy customers are repeat customers, plus they can drive new business through referring friends and posting positive reviews online. Conversely, an unhappy customer rarely just takes their business elsewhere: ...