Customer Success at MasterControl
One of the four core values of the MasterControl business model, customer success, is viewed by MasterControl team members as the ability to see the scope of every project through the eyes of their clients.
Eye of the CustomerThe MasterControl customer-based approach is focused on orienting MasterControl team members to the project goals and success definitions created by the customers themselves, and by building catalysts to encourage customer involvement.
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MasterControl Video: Why Companies Choose MasterControl
MasterControl Video: Why Customers Recommend MasterControl
Delight and InspirationWords like "delight" and "inspiration" might seem like strange terms to describe the MasterControl customer experience but MasterControl sets a high standard for customer satisfaction and strives to ensure that customer expectations are exceeded--leaving small, medium, and enterprise-level customers delighted, and inspired toward continual improvement.
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The MasterControl Wall of SuccessTo measure its ability to meet customer expectations, MasterControl prominently displays an engraved and/or embossed plaque featuring the name and logo of every company that has successfully deployed MasterControl solutions on the MasterControl Wall of Success.
These plaques are only displayed on the Wall of Success as long as each respective customer has provided favorable ratings and discussed these ratings with a customer service representative 60 days post-module implementation. Additional surveys are thereafter received by the customer every six months and if any survey shows that the customer's definition of success has not been achieved, a corresponding plaque is removed from the Wall of Success. Employees at the MasterControl headquarters in Salt Lake City, Utah and at the European headquarters in the U.K. are also invited to attend a quarterly ceremony where customer successes are cheered and less-than-perfect endeavors are energetically booed. The MasterControl Wall of Success acts as a visible reminder and motivator to MasterControl employees that MasterControl only achieves success via their clients' achievements.
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