How Allegiant Technology measures customer success

Key Takeaways: Customer success is influenced with every customer interaction your business has Integrating feedback loops into your work processes is achievable with little to no burden for you or your customers Reputada and ConnectWise™ integrated solution is the catalyst to achieve customer success Allegiant Technology, a leading IT services company in Overland Park, KS, offers business, communications, connectivity and continuity, security and managed IT services. For its customer success program, Bryan Dancer, the company’s CEO, sought a solution to easily integrate with their ConnectWise™ environment. “We work hard to ensure service quality across the company and need to understand …

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Collect customer feedback when sending out invoices… Automatically!

With Reputada you can collect customer feedback at every touch-point. In this post we explain how to set up an automated process to collect feedback every time you send invoices to your customers. Reputada uses the concept of a Channel to organize feedback.  You can use Channels to automate feedback collection when sending invoices. For this use case, you would do the following: Create a Channel named “Feedback On Invoices” (or give it a name that you are comfortable with). Add your customers (to whom you want to send out feedback requests) to the Channel. In the Channel Details section, …

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Are your customers rewarding you? Or are they punishing you?

We are in a business era that is dominated by the customer. Customers have become more demanding. They are not willing to put up with excuses. Forrester Research has an interesting take on customer experience in their 2017 predictions: Today’s customers reward or punish companies based on a single experience — a single moment in time. This behavior was once a Millennial trademark, but it’s now in play for older generations. It has become normal. Forrester refers to our current business climate as “The Age of the Customer.” This is true for B2C business and also true for B2B businesses, …

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Customer Feedback for B2B Service Companies Made Simple and Consistent

You know you need customer feedback to run your business services company. Reputada ties feedback to client support. You want management visibility to client status across the entire client portfolio. In 90 seconds this video will give you a good sense of what Reputada is about and how you can realize the business value of customer feedback. By using Reputada to collect frequent micro-feedback from your customers, you can have visibility into ongoing client perceptions of your service. You can detect and correct issues before they become problems and improve your customer retention. Reputada offers several ways to obtain customer …

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Best Customer Feedback Options for B2B Service Companies

Retailers and consumer service companies have many options for collecting customer feedback. By contrast, businesses that offer services to other businesses (B2B) are a vastly underserved segment of the customer feedback marketplace.   A  managed services company that maintains enterprise computer or telecom networks is an example of a B2B company that needs to collect customer feedback. For the managed services company, the customer–vendor relationship is not transactional. Rather, the vendor knows the customer and the relationship   stretches over time. Customer satisfaction over this time has paramount influence on customer retention. So, at several times during the project, it makes sense that the vendor obtains customer feedback. …

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