When a satisfied customer becomes an advocate

When a satisfied customer becomes an advocate

As a sales manager and a regional account executive, a worry I have to think about is coming across as less than believable to prospective customers.

Of course I think we have the best product.

Of course I think our support staff is Number One.

Of course I think we do a great job of putting the customer first.

Those are “table stakes,” the bare minimum standard every company will claim they have achieved in order to compete. Can you imagine telling a prospective customer that your company’s products aren’t to be trusted? Or that they’ll never get a reply when they turn to Customer Support for help?  You’d never make a sale!

Imagine then how gratifying it is when a prospect becomes a customer, and then is so satisfied with their experience that they ASK to be a reference for your company?

Because we do have the best product.

Because our support staff is responsive and knowledgeable.

Because we can make our customers’ jobs easier.

Making the smart choice

It took M&W Logistics Group in Nashville, Tennessee, a while to partner with iiX. They were smart to take their time before making such an important decision. It’s not easy to switch vendors who are providing the tools you need to hire and monitor employees, the lifeblood of your company. So M&W correctly did its due diligence before switching over to iiX.

In the end, I didn’t have to “sell” them anything. M&W saw a solution to their issues and made an educated choice. Along the way, they received assistance whenever they needed it from our stellar customer service team, who reflect a 16-year streak of customer satisfaction ratings that are consistently above 95 percent.  

M&W asked to advocate for iiX. Yes, really. They asked to participate in a case study so they could talk about their positive experiences with iiX.

That’s a tribute to our professionals who answer questions, and who continually measure and improve our platform, ExpressNet, to make sure that customers like M&W can focus on their business needs instead of struggling to make sense of a Motor Vehicle Record or a criminal background report.

I’m not selling stuff. I don’t have to. Our people at iiX do that every day by providing superior customer service.

Trust me.

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Cory Koslin is strategic sales manager of the Verisk Analytics iiX unit, a premier provider of motor vehicle reports (MVRs) and preemployment screening services. He is a 1993 graduate of Vanderbilt University in Nashville, TN, making him one of the few people at iiX who isn’t a diehard fan of Texas A&M. His roots in trucking and transportation go back to the mid-1990s, and for the past six years he has helped companies navigate tailored background screening and driver management solutions.