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Agenda & Speakers

Creating Porsche Passion: Building a Mindset and Culture of Customer Centricity

Tuesday, October 26, 2021 - 9:30 AM - 10:10 AM
The Porsche name has been synonymous with quality-built sports cars for many decades, but several years ago the global brand found itself struggling to overcome customer experience and sales satisfaction issues that worried the company’s top executives.
Porsche initially implemented a process-driven approach to improving its customer experience. The company listened closely to its customers, worked closely with its dealers to identify key areas of concern, and then designed and developed new customer experiences based on the wants and needs its customers expressed.
After a few years of improvement, the company hit a plateau and could not break through the ceiling. Something different needed to be done. That something was a change to the mindset and culture of the organization, and a focus on leadership excellence, employee engagement and customer satisfaction in what ultimately became known as excite!
Pine’s presentation, “Creating Porsche Passion: Building a Mindset and Culture of Customer Centricity,”will detail how Porsche successfully engages and empowers its employees to provide exceptional experiences and emotional connections with its customers to build long-term loyalty and satisfaction.
Specifically, Pine will discuss and provide insight on actions and results from Porsche’s customer satisfaction journey, including:
- Obtaining ‘buy-in’ from a vast, world-wide group of managers, employees and dealerships.
- Making a culture change work successfully on a global stage.
- Working with outside training groups to effect positive changes and outcomes.
- Managing and maintaining high customer satisfaction ratings in a COVID world.


Andrew Pine, Global Director of excite!, Porsche Cars North America


Agenda Overview

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