EP188 - How Your Customer Experience Can Multiply Your MSP’s Profits with Justin Neale & Ian Luckett

Our conversation with Justin Neale was packed with useful tips and strategies to help improve customer experience and ultimately drive higher profits for MSPs. Justin, who has an extensive background in customer experience from his time at Airbus Group, now dedicates his expertise to helping smaller, more nimble companies, including MSPs, optimize their customer journeys.

We began by discussing why customer experience is more crucial than ever. Justin highlighted that while MSPs typically enjoy high customer retention rates, there is always room to improve and create even stronger bonds with clients. This is particularly vital in today's competitive landscape where exceptional customer service can set an MSP apart from the competition. 

One of the key takeaways from our discussion was the concept of customer journey mapping. Justin emphasised the importance of understanding your ideal customer persona and designing processes around their needs. He suggested involving the entire team in this exercise to ensure everyone is on the same page and committed to delivering a seamless customer experience. By identifying and focusing on your ideal customers, MSPs can streamline their operations, resulting in happier clients and more engaged staff. 

Another significant point was the importance of clear communication and proper handovers between different teams within an MSP. Justin used a relatable analogy of a bride being handed over to a stranger on her wedding night to illustrate how jarring poor handovers can be for clients. He recommended using tools like videos to introduce team members to clients, ensuring a smooth transition and maintaining the client's trust and confidence. 

Justin also shared tips on measuring customer success. Rather than relying solely on traditional metrics like revenue and margins, he advised MSPs to focus on leading indicators that reflect the health of customer relationships. Regular business reviews with clients can provide deeper insights into their evolving needs and open up opportunities for additional services. This proactive approach not only strengthens client relationships but also positions the MSP as a trusted advisor, leading to higher client retention and increased revenue. 

We also explored the concept of customer advocacy. Justin pointed out that loyal clients who are wowed by your service can become your best salespeople. Moreover, when clients advocate for your MSP, it strengthens their own commitment to your services, creating a mutually beneficial cycle. 

Throughout our conversation, Justin Neale consistently highlighted the need for MSPs to focus on adding real value to their clients' businesses. This involves understanding their unique needs and challenges and delivering solutions that genuinely help them succeed. By doing so, MSPs can differentiate themselves in a crowded market, command higher prices, and build long-lasting client relationships. 

Connect with Justin Neale on his LinkedIn HERE 

Or you can also visit his website by clicking HERE 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I'll catch up with you soon!