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Bridgestone

Client
Bridgestone
Industry
Automotive
What We Did
  • Scriptwriting
  • 3D Graphics & Animation
  • Motion Graphics & Animation
  • Video Editing
  • Video Production

Who’s the Boss?

Bridgestone Retail Operations (BSRO), the country’s largest auto care provider, works continuously to improve their customers’ experience. So they enlisted Exclaim to help launch a new customer-focused education program. The goals were to grab the attention of roughly 22,000 BSRO teammates and to remind them that the customer, or “Boss”, is always right.

A Firestone employee helping a customer at the store counter

The Story

This instructor-led program had a dramatic impact on BSRO’s customer satisfaction scores. BSRO and Exclaim were awarded the Automotive Training Managers Council’s prestigious National Excellence in Training Award.

A Closer Look

A woman speaking to camera in a parking lot, from a Bridgestone training video
A man in a blue shirt speaking to camera inside a tire store
An animated chart showing a crowd of red figures and the figure 90% for complaints
A Bridgestone training graphic, #6 Me Moment Thank Me: Express Appropriate Customer Appreciation
A Bridgestone training slide listing the learning objectives for the BOSS program
An animated hand pinching a tire valve stem
An animated man in glasses smiling beside a silhouetted customer
The BOSS training program logo
The BOSS customer experience facilitator guide
A store associate helping a customer at a computer, with the words Needs His Car for Work
Sheela Raja, Licensed Clinical Psychologist and Assistant Professor at the University of Illinois at Chicago, speaking to camera

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