Customer Service Week: Building Trust by Creating True Customer Advocates
Wolters Kluwer’s Lien Solutions recognition of Customer Service Week continues with a story about building trust by creating true customer advocates:
A customer advisory board is a valuable strategic tool. As a direct link to the voice of the customer, Lien Solutions’ Customer Advisory Board provides a unique opportunity to hear customers candidly discuss a range of issues. Best of all, this exchange builds trust and confidence that the organization is committed and focused on the customer’s business interests, and most importantly, that the customer is being heard.
Have you ever struggled to make a decision and sought out advice just to see things from a different perspective? The same need for a fresh point of view can also be applied to businesses. Sometimes internal stakeholders are so deep in the trenches that the customer’s point of view can be lost or forgotten.
That’s why Lien Solutions relies on its Customer Advisory Board as a valuable strategic tool. As a direct link to the voice of the customer, our Customer Advisory Board provides a unique opportunity to hear our customers candidly discuss a range of issues, and then we use those insights to drive the development of next generation lien management solutions. This close collaboration ensures that the solutions we build are meeting the customers’ pain points and challenges. As a result of our Customer Advisory Board, we’ve built indispensable partnerships with our customers based on mutual trust.
Since its inception, Lien Solutions’ Customer Advisory Board has increased in scope and depth. At first, this small group of customers provided feedback on products and services already in the development stage. Today the larger membership takes a more active role in helping to shape the research leading to the development of products and solutions. The team now meets five times more since inception including both in-person gatherings and virtual sessions. During our meetings, we enable “peer level” best practice to demonstrate our commitment and focus on our customer’s business interests, and most importantly, provide an opportunity to really listen to the customer.
At a time when customer relationships are becoming a company’s key competitive advantage, having a focused group of customers who can provide strategic input and market intelligence is priceless. By engaging our customers in an ongoing dialogue, we’ve not only strengthened our customer relationships, but we’ve built trusted advocates and influencers.
Overall, Lien Solutions’ Customer Advisory Board delivers genuine business value by building trusting, two-way relationships with our customers. Customers benefit from their ability to influence the strategic direction of our company, and we are rewarded with new opportunities for growth and the ability to establish a true competitive differentiator in a challenging marketplace.
All this week, we’re sharing stories about how customer service makes our company run. Read the other topics are are covering this week below.