Lippert Components, Inc. promoted Nicole Sult to be its vice president of customer experience (CX). Lippert said Sult, in the new role, will spearhead the organization’s global CX initiatives externally, as well as align Lippert’s CX goals and objectives internally throughout the organization.
Sult will report to Lippert Chief Marketing Officer Joe Thompson.
“Understanding the end-user is a cornerstone of having an efficient marketing department within any organization,” Thompson said. “The fact that Lippert has put such a focus on this initiative only strengthens our marketing efforts, and the results that Nicole and her team have already achieved should get everyone in our organization very excited for the future ahead.”
Sult joined Lippert in 2014 to improve the supplier’s expanding customer care center systems and operations. Sult previously spent 10 years with Thor’s customer service division.
In June 2020, Sult was asked to create Lippert’s first department dedicated to expanding its customer experience and outreach initiatives. In a year, Sult assembled a CX professional team, created multiple consumer online communities and reached millions of RVers, end-users and outdoor enthusiasts.
“I am humbled and honored with the opportunity and trust to lead customer experience in this new role,” Sult said. “Customer experience has been close to my heart throughout my career, and I am excited for the commitment Lippert has made in advancing the field.”
Lippert’s customer experience journey began with creating the “Lippert Scouts,” a closed online RVers community. The Scouts group not only provided important feedback on Lippert products but helped the company enhance the RVing experience, Lippert stated.
Lippert since created an additional open online forum, “Scouts the Community,” whose purpose is to engage, educate and respond to topics or issues members may have.
“It is no secret that the RV industry can provide great service and outreach to the end-users of our products, which is why we decided to really invest in the idea of customer experience last year,” said Jason Lippert, company president and CEO. “Nicole’s experience, along with her long track record of leadership and passion for the consumers of our products, made her the natural choice to lead this initiative.”
Sult’s team participated in more than 20 rallies this calendar year, held technical seminars, introduced new products and listened to consumer feedback. Last month, Lippert hosted and completed its first successful rally, “The Lippert Getaway,” where 350 RV owners gathered in Pigeon Forge, Tennessee, for technical training, fellowship and entertainment.
“We have only just gotten started with our customer experience initiatives,” Jason Lippert said, “and I cannot wait to see where Nicole can take it next.”
