When companies merge, customer experience (CX) is often overlooked — yet it’s arguably one of the most important aspects of any company. In fact, according to Gartner research, tomorrow’s companies are expected to compete primarily on customer experience.
Don’t Neglect Your Customers During a Merger
When companies merge, customer experience is often overlooked — yet it’s arguably one of the most important aspects of any company. Maintaining quality customer experience requires a mix of expert individuals and operational processes. In many cases, integration efforts can take up so much time, energy, and attention that managers and employees are distracted from their day-to-day roles. All too often, poorly managed systems migrations — or uncoordinated actions — can lead to miscommunications with customers. Creating a separate, dedicated team to focus on M&A issues will ensure the process does not impinge on day-to-day business. Employees throughout the company can be pulled in on an as-needed basis but are otherwise free to focus on providing exceptional customer service. Establish and standardize processes early so that everything that made you successful originally has the best chance of being repeated in the new company. By consistently and effectively communicating the benefits and management of the new, combined organization, you’ll keep your customers happy and ensure quality.