For years, president/general manager Mark Ruffalo has told his employees that what CHDB really sells is fun. Success is dependent on employees embodying the Harley-Davidson brand by having fun at work and with their customers—which contributes to employee retention and customer satisfaction. But at CHDB, the staff wasn’t working well across departments, employees weren’t sure how much fun was allowed and management was struggling to convey its message.
- Make CHDB an enjoyable place to work and shop.
- Improve customer satisfaction.
- Improve employee retention.
- Increase employee satisfaction.