Santa Cruz-based Zero Motorcycles announced that service for its entire product line, as well as touchpoints for customers across all channels, will now be managed by a new Customer Experience (CX) department.
The new CX team will oversee the streamlining and improvement of areas of concern for cyclists worldwide, including manager engagement, service requests and the creation and distribution of service manuals, among other tasks.
The new department will be split between creating and distributing technical training materials and managing public facing services for the global dealer network and owners. Balancing the two areas of focus will be a pair of industry veterans with a wealth of dealer and OEM experience spanning a total of over 40 years and with proven excellence in service capabilities, sales and marketing; Garrett Johnson and Chris Langlois.
Johnson, director of CX, was previously director of dealership marketing. He spent 13 years as general manager of Triumph of Seattle. Langlois has been with the company for nine years.
“The sum total of our experience with customer contacts includes more than our dealer network and our current owners, which is why we are delighted to have leaders in place with expertise in handling any issues that may arise. anywhere within Zero’s global footprint that spans dozens of countries,” said Mike Cunningham, vice president of sales for the Americas, Zero Motorcycles.
This change took place internally during the month of April and the newly organized department is introducing new technical training for dealers as well as customer relationship training for Zero teams in public facing roles.
All Zero motorcycles are eligible for both state and federal tax incentives that can be applied to an owner’s subsequent tax return and the entire line is available at hundreds of dealerships worldwide.