The voice of our customers just got louder.

Brian’s got a new (but familiar) job: Chief Customer Officer

When you’re a company that’s all about relationships, you want your best people focused on making them stronger. That’s why Brian Porter has a new gig as our Chief Customer Officer (CCO). And there couldn’t be anyone better for the job. 

As our CCO and the first member of our Customer Insights department, Brian will be visiting key accounts to ask them some very important questions. He starts with, “How are you doing?” It’s the perfect way to get them talking about their business and their challenges to identify ways we can better support them. Then, he asks them, “How are we doing helping you along that journey?” Two simple questions to get them talking, thinking, and ready for our help. By bringing back ideas, needs and opportunities, he’ll be supporting all of our CRMs, DCRs and divisions to build stronger relationships and better serve our clients.

While Brian is technically a department of one, the truth is he’s a department of everyone. We all contribute to the customer experience. He just gets to hear how it’s working for them. This is incredibly important. While we’re on the growth fast-track, we don’t want to lose the voice of the customer. And what he’s heard so far has been incredibly helpful. He’s uncovered some unresolved issues, bringing to light more details so we can get everything back on track. He’s also heard some amazing shout-outs for CRMs, our credit department, drivers, client coordinators, and so many more. Ultimately, he’ll be gathering all this data, analyzing it and exploring what it means for our business. It’s a great way to build on our strengths and sharpen our operations. 

After 32 years at the company what better role for someone who has seen it all!?!  Brian adds, “I love the change and the challenge. But it’s lonely. I don’t get to ride along anymore. I’m a one-man army.” Good thing that when he’s at home, his wife Nicole manages his social calendar. Since he’s on the road most of the time, his hobbies are basically whatever she wants to do — go to concerts, hang out with their grown children and grandkids, spend time in the desert. According to Brian, he’s lucky that, “She still digs me.” 

We dig you, too, Brian. So, when you see him making his rounds at each division for the Ernies and our Customer Appreciation Days, make sure to show him some love. He’s got lots of listening to do, but we know he and his “team” are up to the challenge.