Posts Tagged ‘North America’
Randy Bauwens, Town & Country Supply Association in Edgar, Montana
Ben Hayes, Crop Production Services (CPS) in Lanark, Illinois
Tom Leuthardt, Cenex Harvest States (CHS) in Chokio, Minnesota
Tony Randolph, Southern States in Farmville, North Carolina
The four finalists will join AGCO as honorary guests at the 2013 Agricultural Retailers Association (ARA) Conference and Expo Dec. 3 – 5, in Miami, Fla. During the conference, the winner of Operator of the Year will be awarded a Harley-Davidson motorcycle.
We strive to make the machines in the AGCO Application Equipment Division the finest in the industry — engineered from the ground up for precision, dependability and reliability. But no matter how good the equipment, there is something to be said for the makeup of the person behind the wheel.
Again, congratulations to all the nominees for all their hard work and dedication to the application profession and to the four finalists whom truly represent the best of the best.
Go to http://www.applylikeapro.com/operator-of-the-year/2013-finalists/ to learn more about the finalists.
AGCO Parts recently presented “Changing the Customer Experience: An AGCO Case Study,” to attendees of the Association of Equipment Manufacturers (AEM) Customer Support Seminar in Milwaukee. The AEM Customer Support Seminar invites industry leaders to provide presentations, case studies and examples of technology working with dealer networks, the workforce and customers for company excellence.
Jennifer McMahan (Whitfield), Director of Customer Experience for AGCO Parts, NA, spoke to industry participants on Sept. 26 about how focusing on customer experience instead of customer service can transform an organization.
“Customer service needs to be effective, efficient and responsive since it builds your customers’ confidence in doing business with you,” said McMahan. “But, customer experience is more than just great customer service, it’s how your customers ‘feel’ about doing business with your company. It’s making sure you have the right people, the right process and the right tools to support your customers’ needs. The ultimate goal of customer experience is reached when your customers become an advocate of your brand.”
Jennifer spoke to a crowd of more than 120 industry leaders about how AGCO Parts, NA has begun to transform its customer experience system through evaluating how AGCO’s people, processes and tools are affecting the dealer network they work with, as well as their customers. “Before, we gave it our best effort and we didn’t have documented processes,” she said. “We had limited cross-functional alignment and communication — informal expectations. Our data and our systems were not aligned with our dealers.” McMahan added, “But now, we have made significant investments to create targeted performance metrics, process adherence and clearly documented expectations. We are investing in tools and systems to be better aligned with our dealers and have monthly scorecards for better transparency of information.”
Jennifer presented a pyramid with several steps to achieving customer advocacy, and noted that we still have a long way to go to truly reach the top in customer experience. But, according to the results we have seen recently, we are well on our way. In 2010, we (AGCO Parts, NA) received best-in-class awards from the North American Service-Parts Conference in recognition for its service, quality and safety.
Additionally, according to the 2011 Heavy Equipment Parts Manager Survey of agriculture and construction companies by Carlisle Research, AGCO Parts experienced a double-digit increase in overall satisfaction. In addition, overall availability satisfaction rose 10 points, and new-model availability increased 12 points, according to the survey.
“It makes a difference if you take the time to be your own customer,” concluded McMahan. She challenged the attendees to take a hard look at the way customers interface with each of their companies to encourage the same growth that AGCO Parts continues to strive toward.
Do you have a customer experience story of a time when a company’s people, processes, and tools resulted in an outstanding customer experience? Share your story with us on Facebook.
North America’s custom applicators put in longer hours than the sun as they ensure pinpoint delivery of nutrients and protectants to crops on millions of acres of farm fields across thousands of farms.
Through its ongoing Operator of the Year program, AGCO is making sure the best of the best custom applicators get the recognition they deserve for helping North America’s farmers provide the food, fuel and fiber this world needs. Candidates for AGCO Operator the Year exemplify the honor, service and commitment that people have long associated with agriculture and those who live and love this industry. Candidates for AGCO Operator of the Year consistently showcase outstanding customer service, routinely perform the highest quality work and deliver unmatched dedication to your fields. Who do you know that fits this description?
Contact your agri-retailer before Oct. 15 and explain why the custom applicator who services your fields deserves the title Operator of the Year and they can submit a nomination on your behalf. Keep in mind that while the online submission form is easy the more detail provided the better chance your applicator has of winning.
From the nominations, four finalists will be invited to join AGCO as honorary guests at the 2011 Agricultural Retailers Association (ARA) Conference and Expo Nov. 29–Dec. 1, in Boca Raton, Fla. During the conference, the winner of Operator of the Year will be awarded a 2011 Harley-Davidson motorcycle.
We can’t reward these tireless workers without your help. It’s more important than ever to encourage your agri-retailer to submit those applications early.
We strive to make the machines in the AGCO Application Equipment Division the finest in the industry — engineered from the ground up for precision, dependability and reliability. But no matter how good the equipment, there is something to be said for the makeup of the person behind the wheel. We’d like to hear what you have to say.
Help the best in the business reward the best in the business. Hurry; the deadline to nominate is Oct. 15.
In January 2011, AGCO announced its plans to produce Massey Ferguson® and Challenger® high horsepower wheeled row crop tractors in the company’s Jackson, Minnesota, USA, farm equipment manufacturing facility. The plans included a 75,000-square-foot expansion of the manufacturing facility and construction of a state-of-the-art visitors’ center. Click here to view the announcement video.
Construction began in April 2011 and we’re pleased to report that the construction is on schedule for completion in December 2011. Due to popular demand, a video camera has been mounted overlooking the construction areas with a live video feed that is currently streaming on AGCO’s Ustream channel. This past July, the 40,000-square-foot material kitting center was completed. In late September 2011, the 180-foot assembly line expansion will be complete. Then, pilot models will begin to roll off the line in December 2011. Full production is projected in June 2012. Here is an updated video compiled of time-lapsed photos of the construction leading up to this week.
Additionally, the new 17,000-square-foot visitor’s center construction is on schedule for completion at the end of 2011. The new center will be the official starting point for all factory tours and will provide visitors a first-class and innovative experience – The Jackson Experience. Guests will learn about AGCO’s brands and their history in agriculture innovation, and then see it first-hand on the guided tour. The center will have a large interactive equipment showroom, auditorium, meeting rooms and a cafe – all with state-of-the art technology.
The facility and visitors center will be open to the public in Spring 2012 – check back or visit http://jackson.agcocorp.com for more details.