How Our Employees and Customers Help to Make Us Better
Thanksgiving. The holiday that delights us with delicious turkey dinners, warm family gatherings, non-stop football, and the official start to the holiday season. But more importantly, Thanksgiving allows us to take a moment out of our hectic lives and truly reflect on what we’re thankful for and the great things we’ve experienced throughout the year.
In the spirit of (dare we say) our favorite holiday, we wanted to share with you what we’re thankful for at Strata.
An Exceptionally Dedicated Team
As the motto goes, happy employees = happy customers. Here at Strata, we make it a priority to ensure the happiness of our employees because we understand that happier employees make happier customers, and that means ongoing success.
Through ongoing support, meaningful development, and rewards and recognition, we’re creating an employee-focused culture on the inside, that can be felt by customers on the outside.
Our dedicated team values our customers’ satisfaction over everything else and for that, we are incredibly thankful. Without them, we wouldn’t be able to help our customers make smart marketing decisions.
A Loyal Customer Base
From the dedication and hard work of the Strata team has come a very loyal customer base that we are thankful for every day.
Our customers have challenged us to become a better full-service marketing technology company – striving to provide unique solutions and end-to-end MarTech services.
They have been patient as we perfect our products and portals, communicative with their thoughts and feedback, and generous with their referrals.
At the end of the day, our customers aren’t customers, they’re friends and family that we are thankful to have during the holiday season and throughout the year.
Honest Customer Feedback
As much as we try, we know we aren’t perfect – but it’s what we strive for. We value customer experience and are constantly working to increase it and incorporate it into our service delivery.
2019 has been a year focused on truly listening to our customers. We started by incorporating a link and QR code for a client satisfaction survey with our biannual appreciation mailers. We were looking to learn more about account management satisfaction, thoughts on overall value, and willingness to refer us in the future. The results were eye-opening. While our overall NPS score was a 77 and our average rating was a 9.2 out of 10, it helped us identify some common themes and areas for improvement to focus on in 2020.
We’ve also gathered feedback through our one-on-one customer meetings and as a result, we’ve implemented upgrades to our customer portals, enhanced our email and direct mail communications, hosted technology onboarding trainings, and upgraded some of our custom features.
For us, it’s all about looking to constantly better our customer experience and we’re grateful for the open and honest feedback from our customers that helps guide us.
Looking to the Future
We’ve had a lot to be thankful for this year and it’s all because of our employees and our customers. We wouldn’t be able to make smart happen without you.
As we look forward to 2020 and the new decade ahead of us, we plan to continue to increase employee satisfaction and customer experience, while growing and perfecting our solutions and services. The future is bright and we can’t wait to see how you’ll help us reach and exceed our goals.
From the entire team here at Strata, thank you!
If you’d like to let us know how we’re doing or if you’re interested in learning more about how you can utilize our smart marketing solutions in 2020, contact us.
About Jeff Sammak
As president and founder of Strata Company, Jeff Sammak has been a leader in the advanced integration of marketing, data and emerging technologies for over 20 years. He has a deep understanding of complex business challenges and keen ability to translate them to technology-driven solutions that align to a client’s key strategic business objectives. He attended Monmouth College for Business, Jeff enjoys scuba diving, skiing and spending time with his family.