E-Z-GO 2002 Annual Report Download - page 14

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12
Every Textron employee aims to develop a deeper understanding of customer needs, but not
everyone has the opportunity for direct customer interaction. So, in June, every Textron
Financial employee personally connected with up to 15 clients to learn about their experience
with the company and ask how it might be improved. By the end of the event, more than 1,000
Textron Financial employees engaged with 11,865 customers. Not only did clients appreciate
the effort, but even “behind the scenes” employees had an opportunity to better understand
the customer’s perspective.
This regular practice at Textron Financial is one of many efforts across the enterprise helping
us get even closer to our customers. Bell Helicopter and Cessna Aircraft Company are well
known for involving customers in the aircraft design and planning process, and this year
Cessna joined Bell in being ranked number one in their respective industries in customer ser-
vice by the “Professional Pilot” annual independent survey.
Across the enterprise we’re gaining rich, data-driven customer insight through the Textron
Brand Asset Management methodology, a rigorous approach to understanding customer
needs and delivering on brand expectations. We’re also injecting this customer perspective
into the strategic planning process. Moving into 2003, our Design for Six Sigma strategy will
transform the way Textron businesses develop products and services, using an intensely
customer-driven approach.
Connecting with Customers
At Textron Financial,
every employee has an
opportunity to engage
with clients. It’s one
example of how
Textron businesses
are developing
stronger relationships
with customers.