The Secret to Long-Term Success: Putting the Customer First

Zappos. Four Seasons. Slack.

What these companies have in common is their reputation for going above and beyond when it comes to customer service. Whether it’s taking customer feedback and using it to improve your product or helping customers find exactly what they need or wowing a customer by simply having a genuine conversation with them, these companies have found the secret sauce for success: putting the customer at the heart of everything that they do.

It’s the same principle that has been guiding our strategy at QuickMobile since we started in 2006. ‘What will surprise and delight our customers?’ is the question we ask ourselves everyday as we work on continuously improving our mobile apps and our business. It’s what I’ve asked everyone in our company to think about as they perform their jobs. I believe that it doesn’t matter if you’re in customer support, professional services, sales, engineering, marketing or finance—we all have a part to play in making our company even more customer-centric.

The reason customer experience is on my mind even more so today is because we just received the 2015 North American Frost & Sullivan Award for Growth Excellence Leadership.

Based on Frost & Sullivan’s competitive benchmarking research, QuickMobile’s enterprise meeting and event app and analytics platform was chosen because it enhances participant engagement, reduces the enterprises’ need for extra resources, increases sponsor advertising revenues, and helps to measure meeting impact through accessible analytics. (For more on the award and why we were chosen, feel free to read the official Frost & Sullivan report.)

When I first heard that we had won this award, I initially thought that ‘Growth Excellence Leadership’ was about the amazing business growth that QuickMobile has achieved in the last few years. However, after reading the official report, I was ecstatic to learn what Frost & Sullivan’s definition of the term – and the award – really meant:

“Growth Excellence Leadership is about inspiring customers to purchase from your company, and then to return time and again. In a sense, then, everything is truly about the customer, and making those customers happy is the cornerstone of any long-term successful growth strategy.”

When one of the biggest research companies in the world tells you that customer-centricity is key to long-term success, you take it as an affirmation that your company is headed in the right direction.

But when you win an award from that company and it is based around excellence in helping customers do their jobs better and making them happier, you take it as a testament to all the outstanding work your team has done thus far.

We’re extremely proud and grateful to win this award, and look forward to continuing to serve our customers and delighting them anyway we can.


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