This journey has been a real eye-opener for our Aligned Tek team. Going through the certification process made us realize that we could be doing more to connect with our clients on a human level—not just solving IT problems but truly understanding their needs and frustrations.
Key “A-ha” moments and results:
- Considering the emotional side of what our clients experience
- Creation of the “Never & Always” list that guides who we interact with clients every day
- Mapping out of the entire client journey from their first contact to ongoing support
- Proactive approach for customer service
- Increase in team spirit and teamwork
- Building relationships
- Measurable increase in client satisfaction
What surprised me the most was the importance of treating our internal team like customers. If our employees feel valued and supported, that positivity naturally gets passed on to the clients. Now, we encourage open communication, recognize great work, and foster a culture where everyone feels they have a say. It’s amazing how much this shift has improved our teamwork, and it’s showing up in how we serve our clients as well.
The WCCXT certification has given us the tools to keep improving how we work. I couldn’t be prouder of how far we’ve come and excited about where we’re headed.
