CUSTOMER EXPERIENCE GOING THE EXTRA MILE, LITERALLY!
At CNH, we’re promoting a culture of customer-inspired innovation. Our efforts, in ways both big and small, are what make the difference and are what make the Customer Experience.
What is Customer Experience?
Customer Experience (CX) is the consolidation of all customer perception while interacting with our company. These interactions can happen across many contact points: products, services, technologies and with every employee, both in the CNH organization and with our customers and dealers.
In a world that is constantly advancing in technology, CX is an even more vital initiative as CNH leads the charge – from our biomethane tractor to advancements in Virtual Reality. Our CX initiative is testament to our Company’s commitment to putting the Customer First.
Introducing the stories of George Mills from Basildon, UK and Joe Soehn from Burr Ridge (soon Oak Brook!), USA who show us what CX and putting the Customer First means to them.
THE STORY OF GEORGE MILLS
Alternative Fuel Sales Manager
The New Holland T6 Methane Power is the world’s first 100% methane powered production tractor. By running on biomethane, it can drastically reduce CO2 emissions.
Looking to cut back on diesel costs and to reduce their carbon footprint, a large-scale vegetable grower in the East of England was interested in the T6.180 Methane Power tractor.
However, they were concerned about the autonomy (run time), so the customer set a challenge for a single tank to run for 10 hours in the field, and two hours on the road.
George was then met with an even more complex challenge. Onsite, the farm manager changed their request to 12 hours in the field, and 3 hours on the road, all from one tank.
“It was a big challenge, but we took it on. The tractor started the next morning at 4:41am hitching up a slew trailer and headed out for its first load with the driver. Late afternoon the driver and I swapped over, by late evening we had met their target but now I wanted to see just how far it would go! I kept the tractor going until empty, exactly 2:00am the next morning - we had smashed it,” said George.
The runtime totalled to 21 hours, 18 minutes – three hours 41 minutes road haulage, two hours 28 minutes idle time and 15 hours five minutes harvesting – almost a whole day of runtime.
Thanks to George’s efforts, not only were the customer’s needs met, but he was inspired to keep going to demonstrate the power of the biomethane tractor. By (literally) going the extra mile, George shows us what it means to truly put the Customer First.
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THE STORY OF JOE SOEHN
Virtual Reality Specialist
Virtual Reality (VR) technology is complex and can be difficult to understand for the average customer. For Joe Soehn, this challenge to demonstrate the capabilities of VR was an opportunity to enhance the Customer Experience.
In a recent Microsoft Teams meeting, the brand-new Case IH 715 Quadtrac animation was introduced to 750 North American dealers. Joe’s team was tasked with educating the dealers and their employees on all the new features, functions, and product offerings.
Joe’s role during the meeting was to, in his words, “just click play” on the 4wd animation he created. In a time of confusion, he felt inspired to step up.
“At the end of the meeting, there was a 30-minute Q&A for the dealers to ask their questions and express comments and concerns. I could tell from this portion of the meeting that they needed more clarification,” says Joe, “so I pulled up the 715 Quadtrac model in DeltaGen and shared it in real-time. This ended up being quite beneficial for the meeting organizers, dealers, and their employees.”
Thanks to Joe’s proactivity, the VR team will incorporate real-time DeltaGen models in future machine rollouts. Joe not only enhanced CX by helping our customers and dealers understand how our products work, but also paved a way for his colleagues to do their jobs more efficiently.
This extra attention to detail is the difference between a good experience, and a great one. Whether you’re going the extra mile or doing that extra click – our efforts inspired by our CX initiative are what make the difference in putting the Customer First.
