As I reflect on the strides we’ve made as a company in the past year, it’s inspiring to witness the evolution of our Customer Experience (CX) organization. The journey has been marked by significant changes and innovations, all aimed at providing our valued customers with a seamless and unified experience across products, services, and support. 

With the introduction of our new customer engagement platform, Acoustic Connect, we knew it was time to take a fresh approach to the experience our customers receive as well. That’s why we combined our Success, Services, and Support teams into a single CX organization with a unifying mission: Earn our customers’ business with each and every interaction. This mission statement is simple – our goals are too. Acoustic is committed to excellence, and we’ve put this ethos into practice throughout our business. 

The Acoustic Difference

One key aspect that sets Acoustic apart from competitors is our in-house consulting services. Unlike others who only outsource or partner with external resources, we’ve invested in building a team that provides product, strategic, and channel-specific consulting. This approach allows us to offer services that enhance our differentiated product portfolio in ways that competitors can’t match. 

With a catalog that ranges from professional consulting to value acceleration to full managed services, we know exactly how to tune our product portfolio to your strategic goals. It’s all about giving customers direct access to our experts who understand our offerings inside out. This means you get tailored solutions and guidance straight from the source, enhancing your overall experience with us – and enhancing the interactions your customers have with your brand. 

CX Fueled by Feedback

As someone with a product and engineering background, my vision as Chief Customer Officer at Acoustic is to provide frictionless experiences with all aspects of our offerings, including how customers interact with the success, services, and support professionals who are hyper-focused on extracting maximum value from our extensive and innovative offerings. Every engagement point should be easy, every interaction should add value, and every service we provide should align with our customers’ goals.  

I’ve been part of the evolution of our products, and I’m proud to say that Acoustic Connect is the future of customer engagement. I can’t imagine a world without it, and my goal is to make it so that you can’t either.   

To that end, we continue to revamp our services catalog to do two things: 1) align to our innovative offerings like Acoustic Connect and 2) tune our services to your feedback. Along with Support delivering a 90+ Customer Satisfaction (CSAT) rate across all products, our Net Promoter Score (NPS) has trended positively in the past year as we utilize customer feedback to drive continuous improvement. 

Through countless conversations with customers, we’ve seen excitement around our roadmap and our ability to solve problems competitors can’t. We’ve taken both positive and negative feedback seriously, using it to enhance our products, messaging, customer touchpoints, and overall customer experience. We’ve also created a rhythm of communication based on customer feedback, providing thought leadership, guidance, and training through Acoustic Academy. While some customers may want hands-on guidance from our consultants, Acoustic Academy offers a self-service route for customers looking to achieve goals at their own pace.  

Looking Ahead: A Customer-Centric Future

Looking forward, Acoustic is committed to delivering even more value to our customers. As mentioned earlier, an outcome-based services catalog is in the works, designed to complement our product differentiation and offer a truly frictionless, value-adding experience for our clients. We aim to continually evolve with customer needs, focusing on data-driven insights, product adoption, and consumer engagement. 

In the coming year, expect a CX organization that is driven by feedback, dedicated to success, and committed to creating a world where Acoustic’s solutions are an indispensable part of your marketing strategy. 

To our customers, thank you for being part of the Acoustic journey. Together, we’re shaping the future of customer engagement. 

To those of you who haven’t started working with us yet, what are you waiting for? Let’s connect, collaborate, and crush your growth goals in 2024!