Outstanding customer satisfaction. Figure out how to deliver that better and more consistently than your competitors and you’ve solved one of the most difficult aspects of building and maintaining a successful business.
Companies that earned Channel Futures MSP 501 status, considered among the best in the IT channel, constantly work at cracking that code. They’ve established methods to ensure every one of their employees executes world-class customer service with each client in every transaction.
[Editor's Note: See and hear more than 150 channel visionaries and experts speaking at the Channel Partners Conference & Expo. The event also features more than 375 ICT companies in the massive expo hall. Register now for the world’s largest independent channel event, May 1-4, at the Venetian in Las Vegas.]
Jason Rincker, director of revenue at Stronghold Data; Tim Pabich, CEO of Magnitech; Anthony Polselli, CEO of Natural Networks; and Mitch Morgan, CEO of New Charter Technologies, are among those leaders. They’ll share their strategies on the "Achieving Customer Excellence: MSP 501 Best Practices" panel at the Channel Partners Conference & Expo,
These leaders change, adjust, tweak, monitor, document and review every aspect of the services they provide to guaranty all customers have the best experience possible. They fix what doesn’t work and polish what does. Over and over again. It’s not easy, but it’s necessary. Clients remember many of their good customer service interactions, but they never forget a single bad one.
Anthony Polselli of Natural Networks in San Diego knows this. He keeps customers top-of-mind among his employees by sharing personal experiences. When his high-end car recently broke down on the off-ramp of a busy California freeway, he called the number for the manufacturer’s roadside assistance service. The company said it would provide immediate help. Not the case.
“It was a horrible experience. It was so bad and put such a bad taste in my mouth I may never buy another Audi again,” he said. “I take from those real-life experiences, even though they’re from a completely different industry. What can we learn from them to help us when we're taking care of our clients?”
Here are some other ways our panelists achieve outstanding customer satisfaction and legendary service. Attend the session to learn even more.