As we look back at 2016 and the many incredible partner conferences, user groups, industry events, and meet ups we are reflecting on some of the really good info that we learned along the way. One lesson that triggers a thought comes from Autotask Community Live this year down back from September.
Harley Manning Vice President, Research Director Serving Customer Experience Professionals, Forrester Research presented a keynote on Day 3 of the conference on Customer Experience and if that really drives business success or not. Some of the key take always for those of you who are executives, owners, or key decision makers within your respective IT and MSP firms were clearly around "mapping the customer's journey".
Some things you should consider:
- When was the last time you took an outsiders view of your customer's journey for sales? support? customer service?
- Where at the bottle necks?
- Can you modernize? Automate?
- Where can you reduce time?
- Do you look at your competitor's customer journeys? Heads up, most likely, they are looking at yours!
- Do you take input from your customer's and internal staff on changing customer experience along the way?
- How often do you as a business look at these items? You can't just set it and forget it!
These are often things that get overlooked or haven't been studied until a problem occurs which is reactive not proactive. As someone who is responsible for the company strategy, growth, and business plan of your company this is a key element to running a successful organization.
Interested in learning more? Watch the video below: