In real estate, you often hear the expression that the key to success is Location, Location, Location. A similar expression can be applied when it comes to delivering picture-perfect customer experience; Consistency, Consistency, Consistency.
These four elements showcase the significance of consistency:
Consistent Product Experience:
A user’s expectation of our platform is that it must achieve their goals in a consistent manner. That might mean limited bugs, limited downtime, etc. but no matter how good your customer service is, if the product does not run consistently well, the client is going to seek solutions elsewhere.
Consistent Service Experience:
Whether providing first or second line support, the service experience of your clients should be consistent. You should strive to provide the same level of service no matter the size or value of that client. One way to stay on top of all of your client’s needs is to hold weekly, monthly, and quarterly governance meetings with them to ensure you are tackling all priority items. This is also an excellent way to keep your client informed of upcoming roadmap items.