Recently we made a trip to beautiful St. Cloud, MN to visit our friends at Preferred Credit, Inc (PCI) and Netgain! During this visit we toured the call centers of both organizations and heard about their customer service journey.
PCI highlighted the work they have done operationally and culturally to develop their Customer Experience (CX). They have also focused on creating a positive Employee Experience built on open communication and transparency. The Executive team believed in building a Customer Experience that sets them apart and gives people a reason to partner with PCI.
“We don’t sell anything tangible, there has to be a reason they choose us” – Greg Windfeldt
Their journey to revitalize the company and align the team to a customer-centric strategy began with a service minded Mission:
“Our Mission is to be a relationship-driven finance company by providing honest, superior service with a commitment to operational excellence. In doing so, PCI strives to create sustainable opportunities for businesses, consumers, and employees.
PCI is committed at all levels of the organization to being service minded and stress the philosophy that ALL roles are service/experience based. They believe this is the “Special Sauce” that allows them to gain and retain customers. Consumer expectations have shifted and purchasing decisions are increasingly made based on factors like service and trust. We can all learn a lesson in weaving service expectations into the DNA of the organization!
Thank you for taking the time to share your story with MWCCA!