Disneyinstitute.com D’think your way to success 1 DICS-029/LPDF/041211 ©Disney case stuD y: Parker hanniFin creatinG P arker aDV ocates Customer satisfaction results were in and Mark Kugelman, vice president of Customer Care at Parker Hannifin, a Fortune 500 company and the world’s leading diversified manufacturer of motion and control technologies and systems, saw opportunities for improvement. Although the company excelled at engineering, manufacturing and selling, it was falling short in ways to thrill its customers and build brand advocates. “We’ve always been known as a great company that strives for on-time delivery of quality parts,” says Kugelman. “But our research was telling us that was no longer enough to stay on top in these highly competitive times. We needed to d

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