MSA Customer Experience 2014 Mid-Year Update
Announcing the MSA Channel Partner Customer Experience
At the start of 2014, MSA Safety strategically prioritized the exceptional, reliable, and deliberate Customer Experiences of our Channel Partners as the most important growth opportunity today - and in our future.
The first half of our 2014 CP Customer Experience (CX) journey involved 24 Channel Partners (CP) and over 100 MSA customer-facing Associates, from across North America, prioritizing CP needs on:
- Expert Support
- Reliable Delivery
- Web Tools
- Rep Training
- Product Issues
Driven by CP Validation Meetings on January 14th and April 30th, MSA’s new CX Cross Functional Teams (CFTs) began taking action on over 40 CP “Priority Touchpoints” (where our CPs intersect with MSA in the daily course of their business) tied to those 5 prioritized CP needs, and dedicated to fixing and improving several MSA business practices and support systems. For example the:
- Subject Matter Expert CFT is now working on initiatives to improve Applications and Technical Support, while developing a more responsive "Customer Culture" to better meet CP needs
- Delivery Improvement CFT, together with the MSA Global Delivery Improvement Team, is driving consistent delivery dates, standard lead times and ship date change notifications
- Website CFT, in conjunction with our Global Digital e-Business Team is working to make our website more intuitive, simpler and quicker!
Special thanks to the first 24 CPs for the initial direction we needed to get started! We will soon be asking for more CPs to select, prioritize, validate, and test fixes/improvements that help us run simple and grow!
MSA CX Mid-Year Updates, similar to this one, are also being sent out to our End Users across North America (attached below) to let them know of progress we are making in these areas. You can expect future updates in the months ahead as the fixes and improvements are put into place. You have received this email because you have subscribed to MSA. As always, if you would like to unsubscribe to it you can do so below.
Thank you for your business, your contributions to our CX effort, and your support. It is much appreciated as we stay focused on providing you a Customer Experience - Like No Other!
Feel free to contact me if you have any questions, comments, or suggestions; please email me at Larry.Konsin@MSASafety.com or call my mobile at 412-327-0005 on any MSA Customer Experience.
PDF of this letter