**This post is part of a series with B/OSS Publisher Danica Cullins around pertinent industry matters, called "6 Questions." Invited responses to six uniform questions will be published regularly on the B/OSS website. Respondents will represent the full industry circle (service providers, consultants, solutions providers, etc.) First topic: customer centricity. Please click here to see how industry leaders from such companies as TELUS, U.S. Cellular, Pegasystems and TeliaSonera have answered the same questions.**
Respondent’s Name: Joe Galvin
Respondent’s Title: Chief Marketing Officer and VP of North American Sales
Respondent’s Company Name: ClickFox
1. What role do you play at your company in driving the focus on customer experience, and how does your company practice customer centricity internally?
Before ClickFox, I was senior vice president of customer care for Dish Network, and managed billions of customer interactions to improve the efficiency and effectiveness of the larger organization. I bring a wealth of knowledge and expertise about what our customers’ pains and priorities are. Although we are a B2B model, it is critically important that our clients, mostly Fortune 500 organizations with tens of millions of customers, realize the value of focusing on their customers. At our clients, I consult with everyone from line of business owners to chief customer officers to CIOs and CEOs – they’re all concerned with improving customer experience but struggle to focus on the right areas to move the needle. Based on our experience analyzing customer behavior across channels for over 400 million consumer accounts, we’re able to leverage best practices and proven strategies to deliver solutions that are right for our customers’ (and their customers) unique needs.
2. As a consumer, can you point to specific customer-experience examples that have impressed you and say how service providers could do likewise? (Provide company names, if possible, from your experience.)
Delta has always been a consistent standout in terms of experience. I travel often, so I benefit from the Medallion Program and on a recent trip to the East Coast, our flight experienced significant delays. When we finally landed, I got ready to place a call to the preferred customer service line when I received an email apologizing for the unsatisfactory experience and offering miles credited to my account to make up for the issue. Any time a company knows enough about their customer and their experiences to be proactive and timely like this is a testament to their focus on the relationship and keeping my business.
3. Can you point to three examples of service providers doing business in ways that are not customer-focused and suggest how that can be changed?