Today’s customers have an expectation that they should receive a quality experience when they contact a company. Whatever their reason for reaching out to an organization, they work under the assumption that technical issues aren’t going to get in the way of communications.
This is a reasonable expectation and a matter of basic respect for customers. And those organizations that provide that kind of high quality communications environment are the ones that are going to keep their customers satisfied.
Read: Respect: The Bottom Line in Customer Satisfaction
Yet there is a distinct challenge in that today’s communications environments have become extraordinarily complex. There’s no longer a way to keep things running smoothly if you only depend on manual methods. You need to have the right tools to gain visibility into where things are going wrong and how to fix or avoid them.
At Empirix, we understand that. We are all about taking quality to the next level, whether we are enabling organizations to test to discover issues before deploying new communications solutions, monitor communications environments to prevent problems from affecting customers, or analyze their environment to proactively preempt issues from occurring.
Our customers get that too. We were recently named to the Inc. 500|5000, an exclusive ranking of the nation’s fastest-growing private companies. This is the fifth time Empirix has appeared on the list since Inc. launched the annual ranking seven years ago. We wouldn’t have been able to achieve that respectable position if it weren’t for the fact that the market is looking for new and innovative ways to gain customer loyalty.
I’d like to take a moment to thank all of our customers – and their customers, too. The time has come for companies to put their customers first, and that can only be accomplished by raising customer experience to the next level.
What do you do to take customer experience up a notch? Let me know in the comments below.
Interested about learning more on the return on investment of providing a high quality communications environment? Read The ROI of Testing and Monitoring: Using Empirix Enterprise Solutions to Yield Hard Cost Savings While Raising Customer Satisfaction.
Written by Tim Moynihan – Tim on Twitter | Posts by Tim
Tim is the VP of Marketing at Empirix, and he’s been around the technology block. Over the years, he has provided product development direction and commentary on inbound and outbound voice communications solutions. He comes from an enterprise-focused background with an emphasis on quality across the network.