In September, my company, Kenna Security, made a conscious decision to prioritize our customers’ experiences.

It was always important, but as our company rapidly grew, we wanted to make sure it was firmly ingrained in our culture. So, we created an entirely new role — vice president of customer experience — that reported directly to our CEO. This role has a broad mandate and philosophy, touching on everything from IT support to marketing to sales. The role is about making sure everyone in the company knows how their job impacts the customer’s ability to realize value with our product.

Read more here.

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Source: https://blog.ourcrowd.com/why-customer-experience-pays-dividends-in-times-of-crisis/