MVP Stories: How Paul Chappell Transformed Customer Experience at Hutson

In this MVP Spotlight episode of the SATISFYD Podcast, we sit down with Paul Chappell, Senior Customer Experience Manager at Hutson, Inc. and a 2024 SATISFYD MVP.Paul has spent nearly 12 years shaping the customer experience across Hutson’s locations — from building one of the industry’s first Connected Support departments to raising their NPS from 70 to over 90. He shares the practical steps, leadership mindset, and customer-first philosophies that have helped Hutson strengthen relationships and deliver consistent, high-quality experiences.Whether you lead teams, support customers, or work to elevate culture inside your dealership, this episode is full of real-world insights you can put into action.