Want to improve your MSP or IT company’s client experience? In this episode of The Know Grow and Scale Podcast, Laura Johns, founder and CEO of The Business Growers, talks with Erin Rohner, a ten-year veteran in CX (client experience), to discuss how MSPs and IT businesses can enhance their client journey and drive growth through exceptional service.
In this episode, Erin touches on:
- The most critical touch points in an MSP’s client journey and how to create positive, memorable experiences
- Common pitfalls in IT client onboarding and how to avoid them
- Strategies for gathering and acting on client feedback in the IT industry
- Adapting client journey approaches for MSPs serving businesses of various sizes
- Identifying upselling and cross-selling opportunities for IT services without being pushy
- Maintaining client trust during service disruptions or security incidents in IT environments
Learn how to move beyond constant chaos to achieve lasting client satisfaction and explosive growth in your MSP or IT business. Erin’s insights, drawn from her decade of experience in client experience, offer valuable guidance for any IT service provider.
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