On October 7th, Presidio participated in EMC's Total Client Experience Day - a day dedicated to reinforcing our industry's commitment to providing customers and partners with the very best experience in IT. Raphael Meyerowitz sat down with EMC to share his insights on what customer experience means to Presidio.
How do you define the role of customer experience for your organization, and what have you done in the CX space that you are most proud of?
Our Presidio engineers are on the front lines with customers every single day. These engineers interact with customers daily and the customer experience that we provide needs to be top notch. Presidio uses the Net Promoter survey to ask our customers about their total experience. The survey was developed by Harvard and centers around asking the customer one key question: How likely is it that you would recommend our company/product/service to a friend or colleague? Promoters are those who respond with a score of 9 or 10 and are considered loyal enthusiasts. Detractors are those who respond with a score of 0 to 6 - unhappy customers. Scores of 7 and 8 are ignored. NPS is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. We also use Walker to for EMC and Cisco surveys. Presidio and EMC have long been guide by a customer-first philosophy. The customer is king in our eyes. The channel is very competitive and customers can purchased products from different integrators and online. What sets us apart is our focus on the customer and our engineers.
Customer expectations are changing rapidly these days – what do you think these expectations will look like 5 years from now and how are you preparing to respond?
Tough question to answer because of the last 10 years customers experiences have changed in a big way. The internet has created a world where customers have more choice than ever before and the only way to maintain and attract new customers is by treating the customer as king. We have to understand what our customers care about most. By understanding what our customers care about we can service them better and provide a much better experience for all.
We’ve heard a lot about employee engagement driving CX. Can you tell us more about the connection?
Employee satisfaction correlates to great customer experiences. A large part of the MBO’s that we have in place throughout the whole organization revolve around customer experiences. We need to make sure that employees know that they are contributing to the success of Presidio.