Shaping Customer Experience The Human Way With Ace Hardware’s CEO

There are many things you might not know about Ace Hardware. For example, did you know the world’s largest Ace Hardware store is in Indonesia and is 160,000 square feet? This global company—known as #TheHelpfulPlace—has a focus on service you can’t ignore. The service focus in addition to specialty items and authentic 1:1 experiences, is their best weapon against competitors such as Amazon. The company is much bigger than you might realize – it has 85,000 employees and over 4800 stores.

Ace Hardware as of 2016 has been ranked by J.D. Power as the highest in customer satisfaction with home improvement for ten years straight. Their CEO John Venhuizen talked to me in this Modern Customer Podcast about what makes them so successful. Whether it’s trusting the locally owned Ace businesses to cater to their local communities or a less than in your face approach to social media marketing, the company maintains a service-oriented approach throughout. Listen to this podcast with Ace Hardware’s CEO to learn:

  • What’s the CEOs role in shaping customer experiences
  • How does Ace Hardware remain competitive against Amazon
  • What is Ace Hardware’s approach to social customer service

Blake Morgan is a customer experience futurist, author of More Is More, and keynote speaker. Sign up for her weekly newsletter here. Go farther and create knock your socks-off customer experiences in your organization by enrolling in her new Customer Experience School.

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