Vince Lombardi, a prolific American football coach (gridiron for some of you) once said “The price of success is hard work, dedication to the job at hand, and the determination that whether we win or lose, we have applied the best of ourselves to the task at hand”. Understanding how Winshuttle wins and how we lose, provides invaluable insights into the way we conduct our business. And gives us the opportunity to continue to improve our ability to apply the best of ourselves to the task at hand.
Our product marketing team recently conducted 24 interviews with SAP clients – most of whom are new Winshuttle customers, and some who decided not to go forward with Winshuttle. The key learnings gathered is that there is no silver bullet in terms of feedback. In fact the feedback spanned ideas for improvement in product, marketing, sales, service and support – all areas of our customer interaction have possibilities for improvement.
The second learning is that unless we speak to and allow our customers to provide honest and candid feedback, much of these observations will not find their way back to their principle Winshuttle owner. While some of the feedback is minor, other comments are worthy of immediate review and repair or improvement over existing processes.
Finally, the third learning is do what you can to keep in sync with our corporate PACCT* – especially the first “C” referring to Customer:
- Our success depends on delivering real value to customers.
- Conflict resolution 101 = make the customer happy first, then do the other things.
- Learn from our customers – they’re a great window into our future success.
- Our customer base is an incredible business asset – treat it that way.
We’ll keep interviewing, learning and improving our customer experience processes so we become not only the best enterprise software vendor in the business, but the best customer oriented company around. Onward and upward…
* Winshuttle PACCT: Passion, Accountability, Customer, Creativity & Team
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