The company still monitors online customer metrics such as time taken to process orders, number of returned orders, and number of incorrect orders, ensuring that Harley-Davidson delivers on its message of prompt, excellent service consistently to all its loyal customers.

The company still monitors online customer metrics such as time taken to process orders, number of returned orders, and number of incorrect orders, ensuring that Harley-Davidson delivers on its message of prompt, excellent service consistently to all its loyal customers. The company receives more than 1 million visitors a month to its online store. Customer satisfaction scores for the website moved from the extremely satisfied level to the exceptional level in a year.

Another of Harley-Davidson’s customer-centric strategies is its Harley’s Owners Group (HOG), established in 1983. HOG is the largest factory-sponsored motorcycle club in the world with more than 600,000 members. HOG offers a wide array of events, rides, and benefits to its members. HOG is one of the key drivers helping to build a strong sense of community among Harley-Davidson owners. Harley-Davidson has built a customer following that is extremely loyal, a difficult task to accomplish in any industry.