Euler Family's New Wakesetter

This Malibu Boats (@MalibuBoats) photo was sent to us from our Customer Service Manager Kerri Johns at our TN factory. The Euler Family Chasitie, Roger, Caleb and Lauren recently took a factory tour with Kerri and this is what they had to say. “A few weeks ago my husband and children took a personal tour of the Malibu Tennessee plant with you. We have been talking about the tour ever since we have came back home and have a greater respect and understanding of the quality construction of our new Wakesetter 23 LSV. We appreciate the individual time you spent with us and answering our questions. It was one of the highlights of our vacation. We were happy the weather came around and we were able to use our new boat at Lake Norris. Thank you for your time, the great t-shirts, and stickers!”

Thank you Kerri and Euler Family for sharing your experience and photo with us!

If you capture or come across a cool Malibu Boats-related photo like this one let us know. We would love to post it on the Malibu Boats Blog and Flickr Channel. We will even Tweet about it on Twitter and add it to the ever-changing Malibu Boats Screen Saver. You can also submit your photo or video through our Malibu iPhone App.

E-mail blog@malibuboats.com with links and/or images. Also make sure to include the name of the person who took the shot and give us a short description of the photo's contents. If you do not know this information and you are only forwarding a link, we can track it down. Thanks!

Tags: Malibu Boats | Euler Family | Wakesetter 23 LSV | boat owners | Lake Norris | Kerri Johns | factory tour | construction | wakeboard boats | customer service

Malibu Dealer Awarded Breakout Retailer of the Year

Malibu Boats (@MalibuBoats) Seneca, SC Dealer JC Sports was recognized with the 2010 Water Sports Industry Breakout Retailer of the Year Award. Water Sports Industry Association (WSIA) presented the award on September 10th at the Wakeboarding Magazine Wake Awards at Surf Expo in Orlando, FL.

Additional Links
Water Sports Industry Association Web Site

Water sports industry manufacturers cast their votes for JC Sports as a dealer/retailer who has gained an exceptional awareness of market influences, resulting in a significant increase in sales. JC Sports made their case for this honor with an amazing year! Not only did they earn another Exceptional Customer Service Award from Malibu Boats, but they have added social media to their bag of customer relationship tools. Jeff Crouch, owner of JC Sports, is keeping in close contact with his boat owners on Facebook and Twitter in addition to the traditional personal communication JC Sports is known for. Crouch is seeing the extra time and effort he is putting into his customer relationships reap rewards in the form of sales and leadership awards like this one.

When asked about this latest award, Owner of JC Sports, Jeff Crouch, had this to say. “Winning the 2010 WSIA Leadership Award as Breakout Retailer of the Year is a tremendous honor. Being recognized by our industry peers for our hard work, dedication to our sport, and resiliency during the economic downturn is not only a testament to our organization, but to the quality of the industry partners we have.”

WSIA honored the water sports industry's best retailers and manufacturers with a variety of 2010 Leadership Awards for outstanding efforts in advertising, promotions, and branding. JC Sports received the 2010 WSIA Breakout Retailer of the Year honor during the Wake Awards on Friday, September 10, 2010 at Surf Expo in Orlando, FL.

If you are near Northwestern South Carolina visit Malibu Boats Dealer JC Sports to experience the Malibu Difference in the 2011 model line-up.

Tags: Malibu Boats | JC Sports | Breakout Retailer | WSIA | Malibu Dealer | award | social media | customer service | leadership

Malibu Boats Earns 3rd Consecutive NMMA CSI Award

Malibu Boats (@MalibuBoats) is being recognized for outstanding customer service again this year with the 2010 Marine Industry CSI Award from NMMA.

The National Marine Manufacturers Association (NMMA) announced Malibu Boats as the recipient of the 2010 Marine Industry CSI Award. That makes it 3 years in a row for the world’s best selling ski and wakeboard boat manufacturer. This latest award joins Malibu's 19 Boat of the Year Awards in the trophy cabinet. Malibu Boats was recognized for excellence in customer satisfaction, as part of NMMA’s Customer Satisfaction Index (CSI) program.

Malibu Boats will be acknowledged during the annual Industry Breakfast at the 2010 International Boat Builders’ Exhibition and Conference (IBEX), Tuesday, September 28 at the Kentucky Exposition Center.

The Marine Industry CSI Awards program honors participating manufacturers that actively measure customer satisfaction and pursue continuous improvement to better serve the customer. Award recipients achieved and maintained an independently-measured standard of excellence of 90 percent or higher in customer satisfaction over the past year, based on information provided by customers purchasing a new boat or engine during the period between April 1, 2009 and March 31, 2010. Participating manufacturers must survey all new boat buyers during this period. For this reporting period, the program surveyed more than 40,000 consumers.

“We are extremely proud to receive this award three years in a row, but the real reward, for us, is the strong customer relationships and brand loyalty we enjoy,” explains Paul Singer, Vice President of Sales & Marketing for Malibu Boats. “We have a great team in place who pride themselves on serving the customer completely.”

“It’s important to be able to recognize boat and engine manufacturers that have maintained a focus on customer satisfaction as it’s the cornerstone of our industry’s future,” notes Terry Leitz, NMMA’s director of CSI programs. “CSI Award recipients make a commitment to improve the customer experience thereby reinforcing not only their own reputation for quality but for the industry as a whole.”

NMMA launched its CSI program in 2001 to provide boat and engine manufacturers with an independently measured, cost-effective means of improving customer satisfaction in the boating industry. Since the program’s inception, more than 600,000 surveys have been sent out to new boat and engine customers, allowing participating manufacturers to monitor customer satisfaction on an ongoing basis, and to benchmark themselves against the industry and their competitors.

Tags: Malibu Boats | NMMA | CSI | IBEX | customer service | award | customer service excellence | consecutive awards | boat+owners | buying boat | wakeboard boats | ski boats

Malibu Boats: Case Study in Social Media Excellence

Opened the Malibu Boats (@MalibuBoats) Twitter account this morning to find this mention. @WebSavvyMrkting: @MalibuBoats: A Case Study in Social Media Excellence. Read my blog entry and personal experience @ http://b2l.me/aeqx57. We were excited to see the tweet and quickly surfed the link to check out Rebecca Gill's blog post on www.Web-Savvy-Marketing.com. While we recognized Rebecca's Twitter handle, as belonging to one of our Malibu Boats Family members, we didn't put 2 and 2 together until we read on...

Re-posted from Web-Savvy-Marketing.com
When I met my husband many years ago, I quickly became painfully aware of his two loves: hunting and boating. No matter how great his love for me, I could not interfere with his beloved hobbies. In 2008 we purchased a new Malibu Boat to continue his tradition of summer days spent on the water. Our Malibu Wakesetter was a major purchase and something I personally struggled with until I realized we spent every weekend on the boat and dragged along numerous friends and families with us. We are now known for our “super cool” Malibu boat that produces “monster waves” and our desire to get everyone and anyone surfing behind it.

Earlier this summer we experienced some problems with our Malibu Wakesetter. While it sat in service, by husband called the owner of Skiers Pier, our local Malibu dealership. My husband had know Ron, the owner, since he was a kid and Ron was a major factor in us buying our Wakesetter back in 2008. He had complete confidence in Ron addressing our concerns. I, in turn, vented my frustration on Twitter. My tweet was:

Skiers Pier please finish my @malibuboats Wakesetter so I could enjoy the sunny weather this week! Stuck in service hell for weeks. #fail

I did not expect any action on this, I was just venting. I spend the majority of my day on Twitter managing social media accounts for my clients. Complaining online is normal for me. My husband just about died when I stated what I had done.

But something magical happened. I say magical, because it is rare. Within thirty minutes I had a direct message on Twitter from Malibu Boats. They had already called Skiers Pier and left a message with Ron about my boat. They promised to help resolve whatever issues I was encountering.

Before I knew it, they did. In fact, Malibu Boats and Skiers Pier were so great at their customer service; my husband and I traded in our two year old Wakesetter for one that could hold three more people. Our “super cool” boat became even cooler because we could hold more people and spread our boating love even further.

While Skiers Pier may not have a clue about social media and Twitter, Malibu Boats makes great use of their Twitter account. And while Ron may not be a computer guy, my husband and son love him and he is one of the best examples of good old fashion customer service. That is a rarity these days.

After all this played out, I had to publicly thank Malibu Boats for their exceptional customer service on and off the computer. Skiers Pier could not have taken care of us as well as they did if Malibu Boats was not supporting their efforts from afar. I may be quick to vent on Twitter, but I’m also quick to compliment and provide praise. My next tweets were:

Off to Skiers Pier to pick up our new @malibuboats Wakesetter! Many thanks to Ron and Malibu Boats for such excellent customer service!

@malibuboats – The new Wakesetter made the perfect Father’s day gift. Surfing in the Michigan sun is the best way to spend the day for Dad.

So Malibu Boats, I salute you and your entire team. Not only are you great at customer service, you are great at social media. You may have won my husband’s heart back in 1985, but in 2010 you won mine. And quite frankly, you’ve also won the accolades of everyone we invite to share our love for Wakesetters, lake surfing, and long summers days spent enjoying the warmth and sun in Michigan.

You are extremely welcome! Thank you... for taking the time to compose this blog post, Rebecca! We are so glad that Malibu Boats and Skier's Pier could help you get back on the water. If you need anything else we are only a Tweet away! Take care and have a great summer in your Wakesetter.

Tags: Malibu Boats | Web Savvy Marketing | Rebecca Gill | Malibu Wakesetter | wakeboard boat | customer service | boat owner | Malibu Dealer | Skier's Pier | Detroit | Twitter | Social Media

Dealer Known for Maximizing Service

A new addition to the Malibu Boats (@MalibuBoats) Dealer Network, takes sales and service to the “Max”. MarineMax of Arizona has been voted the #1 boat dealer in Arizona for the last eleven years running. Just like Malibu puts their family of owners first, MarineMax AZ prides itself on timely service that goes above and beyond customer expectations.

MarineMax AZ’s Service department is open 8:00 am to 6:00 pm Monday through Friday and Saturday 9:00 am to 3:00 pm. MarineMax of Arizona offers the greater Phoenix area the very best in quality boat service and boat repair. They repair and service most premium brands using factory trained technicians in a top rate marine service center. They also have a mobile service team for customer convenience, proving this Arizona dealer is willing to go the extra mile for their customers.

MarineMax of Arizona has been ranked the top Boat Dealer for 2009 by Arizona's leading business publication - Arizona Business Magazine. The dealership has been ranked No. 1 for the eleventh straight year.

With one of the largest water sports pro shops in Arizona, MarineMax was the perfect match to carry Malibu boats. They are a leader in their area in pro shop sales and customer service. Now they will be offering the world’s best selling water sports boats as well.

When asked how he likes being a Malibu Boats dealer, Toby Pearce, General Manager of MarineMax AZ replied with a question of his own. “What’s not to like?” He continued, “Malibu is the most innovative water sports boat manufacturer and has always been on the leading edge of design. We’re happy to be a part of that.” “We are also very proud that Malibu chose us out of the other dealers in our area!”

“We are extremely excited to welcome MarineMax to the Malibu Boats family,“ commented Chris Crysdale, National Sales Manager for Malibu Boats. Crysdale continued, “They have an amazing reputation for superior customer service. They also have extremely close customer relationships and most of all they have fun!”

MarineMax of Arizona is proud to serve the greater Phoenix area with unparalleled boat service and sales of premium brands known for their quality and durability that now includes Malibu Boats. With a full-service pro shop open from Monday - Friday 8:30 am - 6:00 pm, Saturday 9:00 am - 5:00 pm, Sunday 10:00 am - 4:00 pm, MarineMax AZ is a one-stop shop for boaters in the Phoenix area. For more information on MarineMax AZ, their service and/or product lines email t.pearce@marinemax.com.

Tags: Malibu Boats | Marine Max Arizona | Malibu Dealer | Malibu Service | customer service | Temp AZ | pro shop | boat service | Tempe Boat Dealer | Arizona Boat Dealer

Malibu Selects Top Servicing Lake Norman Boat Dealer

Malibu Boats' (@MalibuBoats) first choice for a new dealer in the Piedmont region of North Carolina was North Point Watersports, a service-centric dealership in Mooresville, NC on Lake Norman. Just like Malibu puts their family of owners first, North Point Watersports prides itself on timely service that goes above and beyond customer expectations. With many years of collective marine tech experience, everyone at North Point has the technical know-how to support customers in a service capacity as well as sales. North Point is already trying to wow existing Malibu Boats customers with superior customer service and they look forward to expanding these benefits to Malibu boat sales as well as all of the area’s existing Malibu owners they have yet to meet.

Additional Links
North Point Watersports
Marine Industry Certified Dealerships
North Point Watersports Facebook Fan Page

North Carolina’s top trouble-shooting marine tech - Service Manager, Russ Baker - is known for his quick and accurate diagnosis and has made North Point Watersports his professional home since 2003. Baker is at the center of this service-focused boat dealership, but the entire staff is tech savvy, all making a concerted effort to get their customers back on the water quickly and reliably. This is why North Point Watersports became one of the first Marine Industry Certified Dealerships in the country.

North Point’s Service department is open 9:00am-5:00pm Tuesday through Saturday and has a convenient service boat drop-off lane. A service writer meets service customers outside in the drop-off lane, documents their concerns, takes down pertinent vessel information, and point out anything that may have been missed by the customer. The service writer will unhook the boat from the customer’s tow vehicle and the customer is on his/her way! When the customer returns to retrieve the boat, North Point’s service staff will make sure the trailer is hooked up properly. Every member of the staff is qualified to act as a service writer, including the pro shop manager. This makes each service-related hand-off quick and accurate. Mobile service is also provided for customers that do not have trailers in the area. Nearly 40% of the service North Point provides is off site, proving this North Carolina dealer is willing to go the extra mile for their customers.

You can also set a maintenance appointment if you like. Simply arrange a time to bring your vessel in and as the service staff completes your maintenance, browse through the large water sports pro shop or have a seat and watch some TV in the showroom lounge area. Three TVs surround the seating area, one of which measures 52” - perfect for catching up on sports while waiting for your boat. Typical waiting room chairs are replaced by a plush L-shaped sofa that truly allows customer to take a load off while their boat is being serviced.

With the largest water sports pro shop on Lake Norman, North Point Watersports was made to carry Malibu boats. They are the leader in their area in pro shop sales and customer service. Now they will be offering the world’s best selling water sports boats as well.

When asked how he likes being a Malibu Boats dealer, Dave Natkin, President of North Point Watersports answered with a question of his own. “What’s not to like?” He continued, “Malibu is the most innovative water sports boat manufacturer and has always been on the leading edge of design. We’re happy to be a part of that.” “We are also very proud that Malibu chose us out of the other dealers in our area!”

“We are extremely excited to welcome North Point Watersports to the Malibu Boats family,“ commented Chris Crysdale, National Sales Manager for Malibu Boats. Crysdale continued, “They have an amazing reputation for superior customer service. They also have extremely close customer relationships and most of all they have fun!” Crysdale summed it up this way. “North Point has always operated like a Malibu Boats dealer now it’s official.”

Tags: Malibu Boats | North Point Watersports | Lake Norman | customer service | Dave Natkin | Russ Baker | North Carolina | Mooresville | Malibu Dealer | Marine Industry Certified

Malibu Boats TN Factory Tour with the Miller Family

Kerri Johns head of Customer Service at the Malibu Boats Tennessee Factory had a great plant tour a couple of weeks ago and thought it would be fun to share this photo.

This is a photo of Christopher Miller learning some boat building fundamentals from Sonny Lowe in the Malibu Boats TN Plastics Shop. Young Mr. Miller was accompanied on a plant tour by his dad, Chris, his mom, Traci, and his younger sister, Shelby Grace. The Millers have a 2001 Sunsetter LX and made the trek from Ohio to tour Malibu Boats TN facility. Thanks for coming to Miller Family!

If you and your family are interested in taking a tour at the California or Tennessee Factories, let us know.

Tags: Malibu Boats | Christopher Miller | Miller Family | Sunsetter LX | Ohio | plant tour | Malibu Boats TN | Tennessee | Kerri Johns | customer service

Malibu Boats Wins Consecutive NMMA CSI Award

The National Marine Manufacturers Association (NMMA) announced Malibu Boats as the recipient of the 2009 Marine Industry CSI Award. That makes it 2 years in a row for the world’s best selling water sports boat. This latest award joins Malibu's 8th consecutive Boat of the Year Award in the trophy cabinet for 2009. Malibu Boats was recognized for excellence in customer satisfaction, as part of NMMA’s Customer Satisfaction Index (CSI) program.

Malibu Boats will be acknowledged during the 2009 International BoatBuilders’ Exhibition and Conference (IBEX), taking place October 12-14 at the Miami Beach Convention Center.

The Marine Industry CSI Awards program honors participating manufacturers that actively measure customer satisfaction and pursue continuous improvement to better serve the customer. Award recipients achieved and maintained an independently-measured standard of excellence of 90 percent or higher in customer satisfaction over the past year, based on information provided by customers purchasing a new boat or engine during the period between April 1, 2008 and March 31, 2009. Participating manufacturers must survey all new boat buyers during this period.

“We are extremely proud to receive this award two years in a row, but the real reward, for us, is the strong customer relationships and brand loyalty we enjoy,” explains Mike Sanchez, Malibu Boats Customer Service and Warranty Director. “We have a great team in place who pride themselves on serving the customer completely. They make this possible.”

“As we work to strengthen our industry, customer satisfaction and retention will always be our foundation for growth,” said NMMA president Thom Dammrich. “This year’s Marine Industry CSI Award recipients are at the forefront of our industry’s growth potential and are helping ensure the experience of purchasing and owning a boat add value to the overall enjoyment of the boating lifestyle.”

NMMA launched its CSI program in 2001 to provide boat and engine manufacturers with an independently-measured, cost-effective means of improving customer satisfaction in the boating industry. Since the program’s inception, more than 600,000 surveys have been sent out to new boat and engine customers, allowing participating manufacturers to monitor customer satisfaction on an ongoing basis, and to benchmark themselves against the industry and their competitors. There were a total of 105 boat and engine brands that participated in the 2009 program.

Tags: Malibu Boats | NMMA | CSI | award | Marine Industry | IBEX | customer service | Mike Sanchez | Thom Dammrich