The company still monitors online customer metrics such as time taken to process orders, number of returned orders, and number of incorrect orders, ensuring that Harley-Davidson delivers on its message of prompt, excellent service consistently to all its loyal customers. The company receives more than 1 million visitors a month to its online store. Customer satisfaction scores for the website moved from the extremely satisfied level to the exceptional level in a year.
Another of Harley-Davidson’s customer-centric strategies is its Harley’s Owners Group (HOG), established in 1983. HOG is the largest factory-sponsored motorcycle club in the world with more than 600,000 members. HOG offers a wide array of events, rides, and benefits to its members. HOG is one of the key drivers helping to build a strong sense of community among Harley-Davidson owners. Harley-Davidson has built a customer following that is extremely loyal, a difficult task to accomplish in any industry.
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Harley-Davidson continues to track online customer data such as order processing time, number of returned orders, and number of wrong orders to ensure that its message of rapid, exceptional service is continually delivered to all of its devoted consumers. The company’s online store receives over 1 million visitors every month. In a year, the website’s customer satisfaction scores improved from extremely satisfied to extraordinary.
Harley-Owners Davidson’s Harley’s Group (HOG), which was founded in 1983, is another customer-centric strategy. With over 600,000 members, HOG is the world’s largest factory-sponsored motorcycle club. HOG members get access to a variety of activities, rides, and incentives. HOG is one of the most important factors in the development of the city.
