Destination: Lippert Components

At the time of the Launching Life’s Journeys Podcast interview, Jason was anticipating another record earnings report following the first record breaking quarter. “We achieved a record $1 billion in revenue during the first quarter 2021, which is a watershed moment for Lippert and an extraordinary accomplishment considering the significant labor and supply chain headwinds the industry has faced. Our team’s agility, combined with our robust operational capabilities, allowed us to capitalize on the extraordinary demand across the outdoor recreation space to capture new growth opportunities and expand market share. At the same time, we amplified our efforts to deliver innovative products and enhance the customer experience, solidifying our position as a best-in-class supplier within the outdoor recreational community,” commented Jason Lippert, LCI Industries’ President and Chief Executive Officer.

To view the video of this interview, visit our YouTube channel.  https://youtu.be/pbXG2XQZl7E 

Transcript

The Components of a Great Customer Experience with Jason Lippert and Nicole Sult of Lippert

Episode 54: Show Notes.

Lippert is a company known as the nation’s leading supplier of components to the RV industry. Recently they have been trailblazing an innovative new program to improve their customer experience, build a community of passionate RVers, and involve their customers in the innovation of their products. Regardless of the industry, any leader could afford to take some notes from today’s guest Jason Lippert, the president and CEO of Lippert Components. He is also joined by Nicole Sult, the senior director of customer experience, to talk about Lippert’s new program Lippert Scouts. Listening in, you’ll find out how they came up with the idea for Lippert Scouts as a means to reach out to their customers for help in providing feedback on their products and improving customer experience. Hear about the post that they sent out that started it all, the overwhelming response they received from it, and how the community has continued to grow since then. We discuss how the Lippert Scout community benefits both community members and Lippert employees, how they’re now applying this program in other industries, and the power of social media to reach and impact people. Tune in to find out how you can become a Lippert Scout and what you can expect from Lippert as a member of the community.

Key Points From This Episode:

•    An introduction to Jason Lippert and Nicole Sult and their roles at Lippert. 

•    Lippert’s new program Lippert Scouts and its goals to reach out to customers and improve customer experience. 

•    The post they sent out that started Lippert Scouts and the overwhelming response they received from it.

•    How they are using Lippert Scouts to improve and innovate their products. 

•    The details of their upcoming rally. 

•    How they’re taking what they have learned from the RV community and applying it to other industries.

•    How to become a Lippert Scout.

•    What you can expect from Lippert as a member of the Lippert Scout community.

•    What you can learn from Jason Lippert as a leader.

•    How the Lippert Scout community impacts and benefits Lippert team members.

•    The opportunities that exist to reach people through social media.

Tweetables:

“That’s really where Scouts started was, ‘Can we ask consumers questions? Can we find out what’s working for them, what’s not working for them? What’s just missing altogether, whether it’s our product, someone else’s, the experience, it could be anything.’” — @lippert__ [0:05:10]

“We put out a post and we didn’t know what to expect. The post simply said in the graphic, ‘Want to change the future of RVing? Fill out this application.’ And we had 3000 applicants in the first seven days.” — @lippert__ [0:05:42]

“We’re actually starting to find people who don’t have RVs, are thinking of RVing, are joining the community, tend to give a little look to see what this might be about. So we are welcoming people that are interested, or a part of this lifestyle to come and get involved.”  — @lippert__ [0:13:01]

“This whole piece about impact and experience goes far beyond just product and company, it’s the impact between people and relationship development, and it all goes towards our whole mission to make our customers’ experience better and our team members’ lives better.” — @lippert__ [0:14:32]

Links Mentioned in Today’s Episode:

Lippert — https://www.lci1.com/

Jason Lippert — https://www.linkedin.com/in/jason-lippert-a3499861/

Nicole Sult — https://www.linkedin.com/in/nicole-sult/

Lippert Scouts The Community on Facebook —https://web.facebook.com/groups/lippertscoutsthecommunity

Lippert on Instagram — https://www.instagram.com/lippert__/

Lippert on LinkedIn — https://www.linkedin.com/company/lippert/

Lippert on Twitter — https://twitter.com/lippert__

Heartland RVs — https://heartlandrvs.com/