Exceeding customer satisfaction expectations again in 2014
By Scott Mackey | April 2, 2014
“Most companies leave their brand experience to chance.”
This is a quote I heard years ago (origins unknown) that struck a chord with me. Adlib, like many growing software companies, had a wealth of good people doing great work despite any specific direction to focus on the Customer Experience (CX). We had then, and continue to have now, a very strong and positive reputation for great customer experiences with our customers.
But companies grow, processes creep in, silos start to form and so on. In 2012 it was time to not only acknowledge the importance of CX but to make a concerted effort to make sure it continued. The goal was to ensure that the amazing experience we delivered as a small company was not only maintained but actually improved as we grew year after year. We've had a dedicated Customer Success role and team at Adlib for a while now but it has always been more than that. It really is a philosophy we all share; a part of our culture we encourage and recognize across all departments.
“What gets measured gets done.”
Here is another quote I can't assign a name to. It points to the importance of ensuring that proper metrics are put in place to show clear progress towards meaningful change. We started several Customer Satisfaction measurements in 2012, a key one using NPS (Net Promoter Score) to measure how well we were meeting customer expectations.
Adlib continues to recognize that the only sustainable competitive advantage is a strong relationship with its customers through a superior overall customer experience. It takes the whole team to establish and strengthen that customer experience…that relationship. From Marketing, Sales and Services to the Development and QA teams, Product Support and beyond, we all play a role.
And our customers are telling us we're good at it.
We're not about to rest on our laurels. The world doesn't allow for that. That said, we're very proud of our results so far and we'll continue to focus on being the trusted Advanced Rendering partner for enterprises around the world.
About the Author
As a senior executive, Scott has spent the last 20 years building Adlib into the thriving organization it is today. Scott has held customer-focused leadership roles spanning success, professional services, marketing, and support. He is passionate about business growth, the human impact of technology, and the pursuit of an ideal customer experience measured in the customers’ terms.