Introducing our Customer Experience Manager at Execulink – Shelley Kramer.

Shelley plays a key role in ensuring our clients receive unparalleled service and support. By leading a dedicated team and implementing innovative strategies, she addresses complex customer issues and elevates the overall customer experience. Join us as we delve into her approach to improving customer satisfaction, managing feedback, and driving continuous improvement at Execulink.

1. What does customer retention mean to you, and why is it crucial for Small and Medium-sized Businesses (SMBs)?
   • Customer retention for me means customer loyalty by delivering an Awesome customer experience and reliable services.  Retention is crucial to all businesses, the ongoing revenue that it brings and also the experience the customer shares with others has a large impact on the business and can generate new business opportunities.  There is a cost to acquire a customer in every industry and maintaining your current customer base is always more cost effective than replacing the loss.
2. How does Execulink prioritize customer experience in its overall business strategy?
   • Customer experience is part of our Mission statement and is something that we live and breathe every day.  We are always striving to provide an Awesome experience with each, and every customer interaction.  We have a culture built on continuous improvement and we will debrief when things don’t turn out the way we expect so we can learn from these opportunities.  We also learn from the things we do well to ensure we are utilizing this strength and applying it in other areas.  Most importantly, we have a great team of talented individuals who put customer experience at the forefront and pride themselves on the Awesome experience they deliver each, and every day.
3. How does personalized communication impact customer loyalty and satisfaction?
   • Personalized communication helps to build strong relationships with your customers, which is key to both loyalty and satisfaction.  Knowing they can pick up the phone, send an email, or meet in person to connect with someone they trust to help walk them through their changing needs, answer their questions, or help solve a problem is reassuring and builds confidence that they are and will be well taken care of.
4. What role does customer feedback play in improving Execulink’s services?
   • Customer feedback is a critical component for improvement, whether it’s improving a process or a service offering.  Customers have a unique perspective and all feedback is considered to determine where improvements can be made.   We regularly receive feedback from customers and employees about changes or challenges they’ve encountered. We are currently implementing a major change that was driven by customer feedback, we listen and we take action.
5. What advice would you give to SMBs looking to enhance their customer service and retention efforts?
   • Build a strong relationship with both, your customers, your employees, and your suppliers or business partners. Surround yourself with people who are great at what they do so you can devote your time and attention to your customers and the service you provide. Promote open communication to ensure opportunities are brought forward, ask questions, and listen to customer feedback, concerns, and recommendations.  If you’re not receiving feedback seek it out and regularly review and apply improvement strategies.