With all eyes on the customer experience, the pressure is on to meet and exceed expectations – especially when it comes to IT services. Keeping the business up and running securely is a must and yet today’s businesses want and need more from their trusted IT advisors.
SMBs and enterprises are looking for an IT service provider whose efforts will move the business forward. They want to use technology to build a sustainable advantage and gain an edge over competitors and more importantly with customers, partners and stakeholders. For many, they want it all and they need it now.
So, as a channel partner, what can you do to ensure you are exceeding expectations and delivering an exceptional customer experience? Three key focus areas come top of mind – people, process and purpose – along with one reliable truth: Be indispensable.
Put the Right People in the Right Roles
Successful leaders never stop looking for ways to build a better business and inspire the best from their team. They invest in their people, taking time to understand what they want out of a career and what motivates them to move mountains. Many, especially in the IT sector, encourage and incent their teams to continue their education and find training that complements and expands their skillsets.
When it comes time to hire and promote, smart leaders seek out folks with skill, sensibility and a successful mindset. You’ve heard the rule: Hire for attitude, train for skill. Why settle for one or the other? Hire for both. Having the right people in the right roles is essential, and having team members who are eager to learn and serve is priceless.
In today’s competitive workforce and experience-driven economy, it’s critical for companies to keep a close watch on their culture and employee morale. The math is simple. Happy associates equals happy customers. Be sure to keep your eyes open as you walk the floor or conduct reviews. A number of companies and leaders fall victim to putting the right people in the wrong roles. It happens, and once corrected it’s an amazing transformation to witness and a key driver to delivering an exceptional customer experience.
Stay Agile, Yet Remain Focused
Any organization that stays with the status quo because that’s how we’ve always done it will inevitably disappoint its customers and diminish company morale. A business decision made two, three years ago – maybe even as recent as six months ago – may have been the right decision at that time, but is it the right decision today? Ask the tough question. Get the answer. Make the necessary moves.
Successful IT service providers are agile and yet maintain a commitment to process. Why is this important? As a company innovates and refines its resources, it’s easy to get distracted and derail from the service level a customer has become accustomed to. Even during times of change, work hard to stay true to your core and relentless about being significant in the eyes of your associates and customers. Embrace change and encourage conversation. As history shows, business as usual often leads to a slow and senseless death. By continually innovating around your core and the customer experience, you’ll maintain a creative, intelligent culture that breeds happy associates and sticks to proven processes.
Remember, agility and process should go hand-in-hand to ensure a positive customer experience and culture.
Know Your Purpose and Own It
Far too often, companies become siloed as they grow or evolve, and, in many cases, lose sight of the bigger picture around mutual success. Don’t allow your team to become so internally focused that they neglect the customer and kill the culture. Strive to always keep the customer top of mind and associates asking, “What’s in it for our customers?”
Don’t take anything for granted. Make it a priority to ensure your team knows not only what you do, but why you do it and who you do it for. Define your higher purpose and why it matters. How are you differentiated from the competition? With so many options, why is it that your customers choose to do business with you? Make these facts evident throughout your business ecosystem.
Remember, the customer experience is a journey. At the end of the day, it’s the relationships you foster and results you deliver that will keep your company relevant and help you serve as an indispensable partner.
Kirk Robinson is CompTIA board member and SVP at Ingram Micro.
