What is the Titan Experience?
Experience is the net result of everyone at Titan America living one of our guiding
principles, “Value to the Customer.” Our goal is to create a
customer-focused environment that provides a competitive advantage.
Experience is what it feels, looks and sounds like to do business with the
Titan group of companies. To this end we have defined the Six Critical Success
Factors (CSF). These CSFs will guide the activities, processes and
programs of each business unit, each product line, each department and each
person to create the Titan Experience.
people we interact with and to whom we provide a service or product. This could be fellow employees, fellow departments,
business units and, of course, external customers.
Critical Success Factors Defined
provider uses questioning and intuition to search out what the customer really
needs and finds ways to provide this solution.
We must go beyond the stated request by finding out what that customer will
do with what you provide. We cannot
simply provide what is requested. Once
you have this knowledge, you can truly provide what the customer needs and
become the value-provider, thereby creating the Titan Experience.
is accountable for providing solutions.
It is our responsibility to work to find the real solutions to our
customers’ needs. Our customer is
reliant upon our solution; we must deliver beyond their expectations. This creates an environment we call the Titan
Ease of Doing Business
Ease of doing
business with the Titan group of companies is paramount to all activities. This is almost a battle cry. Each individual must study every way in which
we interact with the customer and find ways to streamline and simplify the
activity. Making it easy to do business
with Titan creates loyalty, value, trust and reliance that creates
interdependent life blood we call the Titan Experience.
Driven to Act
act of doing creates an environment in which customers feel they are working
with a company that is empowered to provide the solution they are looking
for. It creates a differentiation and a
level of satisfaction within the company and with it customers. Managers must provide a clear set of guidelines
that gives the employee the ability to act.
want to do business with Titan because they are seeing, hearing and feeling the
employee must maintain a learning environment so that we can share this
knowledge with others. Additionally, as
we share this knowledge we learn. It is
through sharing and teaching that we all learn.
This is where the synergy occurs.
We teach and share what we know with the “customer” and through this
interaction we create the Titan Experience. This creates synergy and the Titan
not do business with companies. People
do business with people. It is in the
relationship that we have between people that builds the Titan Experience. People like to do business with people that
bring them solutions. People like to do
business with people that have the freedom to act, that are easy to do business
with, have industry expertise and that truly have a desire to provide solutions
and build value. It is through this that
we build the interdependent life blood that we call our customers. This creates the Titan Experience.