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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:
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.
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.
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.
It’s no surprise that some people find Halloween to be one of their favorite times of the year. When else do kids and adults get to dress up as anything from angels to zombies?
Despite the usual run of Halloween parties for grownups, the night belongs mostly to the children. That’s why it’s especially important to take steps to make sure the evening doesn’t take a turn in a truly scary direction. MONI is concerned with everyone’s safety – even when they’re outside the home – so here are five tips for keeping kids safe on the scariest night of the year.
While it’s tempting for children to dress up in dark colors as witches or zombies, it also makes them difficult for drivers to see. Encourage lighter-colored costumes. If that doesn’t work, use reflective tape or glow-in-the-dark face paint if possible. Also, discourage costumes that have masks or hoods that restrict vision. It’s just as important to see as it is to be seen.
Once the trick-or-treating starts, Halloween is hectic enough without losing your way. Try to stay in your own neighborhood so you don’t get turned around, and so your kids know where they are at any given time. If you do have to go outside of your neighborhood, go to an area that’s well-known by friends or family members who are willing to walk with you. And if your trick-or-treaters get separated, decide beforehand on a meeting place that everyone knows.
Part of the fun for adults is being able to poach goodies out of the bag once the kids get home. But that’s also a good chance to check out everything they’ve gotten. Unsealed candies or ripped packages should be sorted out. Also, be wary of any homemade goods, even if they’re from known sources like neighbors or family members. Even if they’re safe, they may contain allergens such as peanuts that could cause severe reactions in children.
Parents typically know when their kids are old enough or responsible enough to trick-or-treat on their own with friends. If let them venture on their own, make sure they’ll be in a group and not traveling solo. Cellphones are great, but establish tight geographic boundaries so they can easily be located; it’s more important than ever that they stay in an area they know. Finally, establish a firm time when they’re supposed to be home.
Halloween is mostly about treats, but there can be an occasional trick thrown in. Older kids may feel bold enough to cover a tree in toilet paper, throw eggs at a garage door or put shaving cream in a mailbox. Make sure your kids understand that it’s likely to land them in hot water with an angry homeowner, neighborhood security, or even the local police. That’s no treat for a parent or child.
If you’re concerned about becoming a victim of a prank, live video is your best friend, whether it’s a SkyBell HD video doorbell or an outdoor video camera. Monitor your home from your smartphone if you’re out with the kids, or keep an eye on the front yard while you’re relaxing on the couch waiting for the next round of trick-or-treaters. And even if you don’t catch pranksters in the act, you may be able to identify them with recorded video.
We’ve spent a lot of time talking about our three brand pillars: Faster Response, Comprehensive Security, and Customer Intimacy. As part of our new brand identity, we’re working particularly hard in our Customer Care department, making our customers’ experience great every time. After months of hard work, it’s hard not to notice.
J.D. Power has released the results of their in-depth study on the importance of Customer Service for home security companies, and MONI was rated “Highest in Customer Satisfaction with Home Security Systems.”
Poor customer service can quickly send home security system customers to another provider regardless of their overall satisfaction level, according to the inaugural J.D. Power 2016 Home Security Satisfaction Report, released today.
While the study shows that 31% of customers have considered switching providers, those who indicate they will change providers in the next 12 months are doing so predominantly because of a lack of available features/options, price or poor customer service.
“It’s such a basic principle—provide good customer service—but it requires a commitment throughout an organization,” said Greg Truex, senior director at J.D. Power. “Spending time and money on designing, building and selling a product is great, but if the execution of the customer experience is lacking, it can all be for naught.”
The customer service experience is significant because 40% of all customers contact their provider at some point with a question, problem or request. Satisfaction is significantly higher among customers who say the response was helpful (869 on a 1,000-point scale) than among those who didn’t find the response helpful (655). Satisfaction also is higher among customers who don’t contact their provider (867) than among those who do (850).
Following are additional findings of the report:
Following are loyalty findings related to delighted customers:
MONI ranks highest in overall customer satisfaction, performing particularly well in six of the 12 factors: reliability of the system; system installation and setup; ease of using the system; clarity of owner’s manual; effectiveness of securing my home; and speed of monitoring response.
STANLEY Security ranks second, performing particularly well in helpfulness of online support documents; price paid for products/services received; variety of payment options; and contact with customer service.
Vivint Smart Home ranks third, performing particularly well in variety of features; ease of using the system; ability to control from various devices (e.g., smartphone, tablet, PC, laptop); and speed of monitoring response.
The overall satisfaction among home security customers is 860.
MONI Smart Security (formerly Monitronics) received the highest numerical score among 6 brands in the J.D. Power 2016 Home Security Satisfaction Report, based on 2,282 total responses, measuring the opinions of customers who purchased a home security system in the previous 12 months, surveyed August-September 2016. Your experiences may vary. Visit jdpower.com.
Satisfaction is examined across 12 factors (listed in order of importance): price paid for products/services received; reliability of the system; helpfulness of online support documents; variety of payment options; effectiveness of securing my home; ability to control from various devices (e.g., smartphone, tablet, PC, laptop); speed of monitoring response; system installation and setup; clarity of owner’s manual; contact with customer service; ease of using the system; and variety of features. Satisfaction is calculated on a 1,000-point scale.
The selection of MONI as our new brand – as well as the style and selection of colors for our new logo – didn’t happen by accident. A great deal of research, thought and introspection took place as part of their creation.
MONI was a good place to start since it’s commonly how we’re referred to both internally and externally. It will be an easy transition for virtually everyone who has used “Monitronics,” and a catchy name that will help us build brand awareness.
Research tells us that our customers don’t just demand professional, friendly service and the latest technology. They want fast response to their emergencies, as well as quick resolution of their questions and issues. Today, it’s all about speed and simplicity; MONI is a reflection of their needs because it’s concise, fast and simple. Our new name matches our goal of providing the quickest and most efficient customer service in the industry.
Finally, MONI represents a name and a mission that will serve our dealers well. It’s not just an easy brand to present to potential customers, but also a promise that we’ll provide the products, services and offerings to position them for success.
Besides being unique from other companies in our industry, the choice of purple and green for our logo comes from the principles of color theory.
Purple is traditionally considered to be the color of royalty, but it’s also commonly known as a color of imagination. The color is actually created from a blend of red (energy) and blue (stability). Taken together, purple is a perfect choice for MONI’s mission of being forward-thinking, fast and dependable.
Green was an easy choice, since it is well known for safety, growth and health. It’s an emotionally positive color, and also a perfect fit for MONI’s mission.
Finally, two triangular shapes overlap to form the intersection of all of these values. That’s our core. It’s what we stand for, and it’s what we want to represent to our customers.
They are at the center of all we do, so it’s only natural that they’re at the center of our logo.