Overview
HOLT® CAT is the authorized Caterpillar® heavy equipment and engine dealer for 118 counties in the south, central, north, and east Texas. Established in 1933, HOLT sells, services, and rents Cat equipment, engines, and generators for construction, mining, industrial, petroleum, and agricultural applications. HOLT sells Caterpillar used equipment worldwide and fabricates its own line of custom-engineered products, including root plows and water tankers. HOLT CAT is one of 15 dealers in the Americas to receive Caterpillar's "Circle of Excellence" award.
The ultimate goal of delivering superior customer service is to increase brand loyalty. Customers will usually remain loyal to a company or brand if they feel they receive more value from that company's goods and services than they do from its competitors.
Offering superior customer service goes a long way toward ensuring that the company's customers will stay loyal. When companies meet the needs and expectations of their customers, customers usually remain loyal to the company or brand.
Watch this videoLinks to an external site. about HOLT and think about building customer satisfaction. (Select "CC" for closed captions.)
In your original post, think about a company where you have either had a great customer experience or a terrible one. Then answer the following:
- What is the most important thing to this company's customers (You!), and why is that important?
- Discuss one of the ways that this company could improve customer satisfaction. (See pg. 501-502.)
- Does this company use Customer Relationship management strategies? If so, what are they?