In your opinion, what is one thing your organization is doing today that actively has a positive impact on the customer journey? What could you be doing better?

The most important thing you can do in today's world is sit down face to face with your customer and ask them what's working and what isn't, and what they need you to add or improve to make their experience better. The gold standard is to anticipate those needs and meet the customer at their journey point with the exact products and services they need—or didn't even know they needed yet!

I would say that managing a user community. Either online (on our business unit, we have an online community where clients interact on various matters), and dedicated on-site events for updates on a quarterly basis (including product updates, strategy discussions, product testing, Q&A sessions, roundtables, etc.). We've noticed that clients are increasingly eager to meet in person and develop a sense of belonging to a brand. Therefore, it's crucial to move beyond simply "staying in touch" and truly focus on managing our clients as a true community.

We have a talented and dedicated Customer Success team that is truly focused on making the customer successful with the NodeZero platform, our flagship product. 

A challenge for us as our Engineering team rolls out new capabilities at a rapid pace, is ensuring that our users are fully aware of the new features. With the introduction of our new Phishing Impact test, we found that awareness emails tailored to our customer base received a very high open rate in spite of the fact that the feature had been introduced to them in the product itself. 

We have implemented a Service Management tool in our platform to provide users with a clear and transparent way of making requests and reporting bugs from within the platform. This enables us to quickly address any pain points and rapidly release bug fixes and patches. We could do better at including features that delight our customers. One or two unexpected delighters can lead to not only customer-retention but also encourages them to share their experience with colleagues and the wider community.

I would recommend that you understand the key drivers of customer satisfaction within your specific customer journey. That allows you to focus on the key areas that will have the biggest impact on improving customer satisfaction.  You will also want to know the current pain points of your customers and how those connect to the key drivers of satisfaction.