Why the Customer Experience Matters

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Ross Brandon
07.01.16

At Masonry we pride ourselves at being good at what we do. We strive to be the best strategists, developers, and designers we can be. While this is quite a crucial piece of the puzzle in delivering for clients, it’s not the only piece. The second piece is customer service; without great effort towards customer service, the project and relationship will struggle in some form or fashion no matter what your creative capabilities are.

It’s in the Details

I was recently reading a well known book on how to manage a professional services firm and a large focus was on customer service. The book mentioned that while service was consistently talked about among businesses within mission and core value statements, it is actually a very small percentage of companies that follow through with that mission and put the customer first.

So what that means for us is first listening to what the client needs, followed by delivering on what was promised, and then being responsive when issues arise. I like to tell our team here that everyone makes mistakes (including us) but what can differentiate us is how quickly we respond to an issue or mistake. At the end of the day, the goal is to continually put our clients first, which is truly a win-win for all. Our clients have a vendor they can trust and because they can trust us, we have a long-term client.

The General Consensus

The numbers don’t lie, either. Here’s some interesting info about just how much the customer experience can have a real-time effect on your business.

According to a report by American Express, “78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.”

In the last year alone, 68 percent of customers were hanging up the phones out of frustration when they failed to reach a real person. What’s worse, is that much of your customer churn (67 percent, to be exact) could be prevented if issues are resolved proactively at the get-go.

The bright side? Companies who commit to delivering a great customer service outperform the competition by 81 percent.

So, while Masonry will continue to grow and evolve in the coming years, one thing that will always be the same is our approach towards customer service. Following through, being responsive to what the client needs, and truly treating the client as a partner in all decisions will continue to not just be part of our company's written mission, but actually be acted upon everyday by everyone who works here.


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