Insight from the customers
The new model was not created to be put in a desk drawer. Rather, it was implemented right away. The first step was a round of qualitative interviews with key customers, carried out by Sofigate.
“We needed understanding on how our customers see us and what are they happy with – what should we emphasize further and what should we develop. We gained plenty of insight that helps us to develop our services and deepen our cooperation with the customers”, says Hanna Ristola, CEO at Premix.
It is a delicate matter to let an external partner meet your key customers and explore their experience, and it requires a great deal of trust. With Sofigate, this was not a problem. Strong references and open communication created a healthy base, and the level of trust kept increasing along the way.
“Sofigate’s consultant Liisi Koivu gave us a very professional impression since the beginning. She understood what we wanted and her social skills were convincing. In fact, the interviews with Sofigate gave our customers a very professional image of us and our commitment to develop our customer relations”, Ristola says.
Many companies talk the talk, but few walk the walk – Sofigate’s Juhana Tormilainen shares his insights on how to make CX an actual priority.