As part our our transition from Monitronics to MONI, we have put an even greater emphasis on the customer experience. We even dedicated one of our three brand pillars to customer intimacy. This is an important part of our new identity, and is integral in making our customers feel safe, secure and confident in our brand.
Recognizing the strides MONI has taken in customer service and customer care, our own Jay Autrey, Vice President of Customer Care, spoke at the Contact Center Forum in Coral Gables, Fla., on Oct. 23. His presentation, entitled, “Creating a Loyal Customer Base with Excellent Service,” reviewed our advancements in Voice of the Customer (VOC) and First Call Resolution (FCR) programs.
We understand that positive customer interaction is the cornerstone of our success. To show you how we approach every interaction with our customers to ensure the best experience possible, we asked Jay to share his top three tips for the best customer care:
1. Ensure your Customers Have a Voice
The key to providing an outstanding Customer Experience is listening to the “Voice of the Customer” (VOC) at each of the key touch points of the customer’s lifecycle. That’s why we launched our ForeSee survey solution in April of this year. We now have surveys after installations, phone calls into Customer Care, and service jobs. We’re able to determine what is working well and where we need to improve on what exactly is the most important to our customers.
2. Measure What’s Important
Our customers tell us resolving their issue has the biggest impact on their experience, which is why we only measure our security advisors on two key metrics: 1) First Call Resolution (FCR) and 2) Customer Satisfaction (CSAT). By having our team members only focusing on resolving the customer’s issue the first time and providing an outstanding experience while doing it, ensures our customers remain a part of the MONI family.
3. A Great Customer Experience Begins with a Great Employee Experience
There is no way MONI could provide an excellent experience to more than 1 million customers if its security advisors weren’t completely satisfied with their job at MONI. We work each day to support, reward and recognize our team members for the outstanding job they do each and every day. I’m able to reinforce from the very first interaction I have with new security advisors when I meet with each new hire class.