This past week, one of our clients extended their managed services contract with us for the 4th time in a row, helping us maintain 100% client retention throughout our 10-year history.
So how did we get here? At Wireless Analytics, we embrace change and strive for continuous improvement. Here are three practices we think any organization can apply for successful customer engagements:
“If it ain’t broke… break it!”
As Robert J. Kriegel said in the eponymous book, If it Ain’t Broke… Break It!; Wireless Analytics follows the same maxim. We’re always looking for ways to improve our internal processes related to people and technology. Employees at all levels of the organization are engaged in continual process improvement, and new hires are encouraged to find better ways of working that veteran staff might not have considered. We invest in technology and training to strengthen our capabilities and increase the value our team delivers.
Do the right thing.
We’re not only out for internal improvement. We focus on building a true partnership with our customers. Whether we partner with another industry leader to introduce additional capabilities, or just stay tuned to the market and make recommendations, we are always looking for ways to add value for our customers. Our CEO, Erik Eames has this to say about the practice: “Some of these solutions might not generate revenue on behalf of Wireless Analytics, but we do them anyway, because we want to do what’s right for the client.”
If it is broke, fix it.
AOTMP has ranked Wireless Analytics in the top 3 for client satisfaction 3 times in a row, but we’ll be the first to admit – we don’t always get it right. A key to evaluating any supplier is to examine how they deal with mistakes after the fact. Our belief is a good supplier should be willing to make good on the mistake, recover, and continue delivering value on the engagement – always with the customers’ best interests in mind.
What makes you stay with your best vendors?