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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.

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