Infusionsoft releases software updates a couple times a year. Some updates are more substantial than others. Our Spring 2012 Release was one of those more substantial updates. In fact, I’ve heard it referred to as “a cheese moving release.” This means that while it was a major improvement, it was also a lot of change, all at once. And while most recognized the improvement, many customers were also frustrated and overwhelmed by just how big the change was.
As a result we’ve noticed a dip in our Net Promoter Score and decided it necessary to focus our attention on reversing this trend. To illustrate this point, Clate Mask told us a story about an associate in a sandwich shop. The associate was in the shop alone, trying to make sure the cucumbers and other accoutrements were stocked, but kept getting interrupted by customers. The associate was happy to help the first customer, and then the next, but eventually he got frustrated because he “couldn’t get any work done.”
“The associate thinks the job is keeping those container stocked with fixings,” Clate said. “But the job is really to serve the customer.
This was a great reminder that our jobs at Infusionsoft isn’t whatever our little niche is. I might be the Culture Evangelist, a non-customer facing employee, but I can never lose sight of the Infusionsoft purpose to help small businesses succeed. None of us can. If we do, our customers suffer.
The dip in NPS is a sign from our customers that they aren’t feeling the love as much as they’d like to — and we want them to feel the love. So while our support staff is doing an awesome job, but as a company we’re refocusing on delivering the great customer experience. Because it’s not just about the support staff helping small businesses succeed and delivering a great experience. It’s about all of us doing what we can to show our customers that we truly listen, care and serve.
Posted In: Values in Action