At Katalyst, we are fans of Patrick Lencioni. We have used many of his suggested methodologies to help run our business and create organizational clarity. Each year, we set an overarching goal for our company. It’s a theme for the year that serves as a rallying cry for the overall organization. This is called a thematic goal. For 2019 our thematic goal is “putting the client experience at the center of what we do.”
We believe that focusing all of our energy around clients that we serve will guide us in our overall business. We see three main components to this effort throughout the year:
Delighting our client in all of our interactions
Providing the right products and solutions to meet the needs of our clients
Enabling our team to work more effectively will allow them to better serve our clients
In a recent Walker study (link), it was found that by the year 2020 customer experience will overtake price and product as the key brand differentiator. We have subscribed to this thought process for years. We have taken additional steps to be sure we are getting this right for our clients.
In 2018, Katalyst made a move to add our first Client Success Manager. Emily Hennessee was leading our project management office and was passionate about driving success within our clients. She was a natural choice to lead this effort for Katalyst. In 2019, Emily was promoted to our Director of Client Advocacy and has another full time team member helping her with these efforts. We continue to strive to improve and make the client experience an even more significant focus. Emily is leading our strategy with client advocacy and is a very effective change agent for Katalyst.
Our mission is to drive success through technology and our vision is to empower people and organizations. We strive to make sure our core values of grit and humility show through in our culture every day. The challenge of delivering technology solutions to solve business problems for our clients continues to keep us on our toes. The landscape is constantly shifting and pace of change within technology today is hard for most to keep up with.
If you have ideas on how to improve the client experience, we would love to hear from you!