Often when you are dealing with a technology partner, they treat (and call) customers as ‘users’, and they don’t understand that the brutal competition of 21st century business demands a different approach that delivers exceptional customer experience at every stage of the customer journey. You also need a technology partner who you can trust to take a long term view, and who will be your guide through the sometimes challenging world of technology, to a place that is right for you and your business.
We started off by logging where I was using my time. This led to some valuable insight into exactly just how much repetitive administration was being done as the business scaled. We also spent time speaking to customers and did a deep dive into the KPI’s of the business.
This work gave us a clear understanding of how we could use tech to save time, (and then use that saved time to find more quality customers, and ‘wow’ our current customers). How we could provide a better customer experience (which would get our customers to advocate for us and do our marketing for us). Exactly where the barriers were that were stopping us from scaling at space, and how we could use technology to overcome those barriers.
Jon kept us focused on execution, by advising us to keep it simple for the first iteration of the MVP, so we could get feedback from customers on this, and then incorporate this into future versions of the software.
With B13 taking care of the technology, it has freed up time to focus on providing stellar customer experience to our current customers, (and also in getting new customers) and we are on track to increase the size of the company from 600 customers to 1000 customers in 2019.
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