Why do enterprises work with startups? It's safe to assume that the startup offers an incredibly compelling, unique value proposition. That's necessary...but not sufficient.
Enterprises work with startups because we actively look for opportunities to exceed expectations. I can tell you that we at ZenPurchase form a deep bond with every one of our customers. This bond goes beyond salesy small talk and backslapping. This bond lasts well after the deal closes. This bond is not just about business. It's more powerful.
And the effects of this bond typically come to the forefront in customer service. In a world where it feels like so many companies are looking for excuses to pocket more money while backing out of their commitments to customers, we treat our customers like they deserve to be treated.
We make commitments to high levels of service, and we always try to exceed those levels. 7am on a Sunday? Reach us with a phone call (we always pick up). Need something turned around same-day? We're on it. That's what Customer First means to us.
This is in stark contrast to the current state of customer service found at many large companies today, nailed perfectly by this Dilbert cartoon. If it's too hard -> NOPE. If it's unprofitable -> NO WAY. If we're busy -> DEFINITELY NOT.
Big companies talk about customer centricity all the time (because who doesn't love that idea?) - but they are usually awful at doing it. Startups do it better. We live to solve our customers' hardest problems. We are never too busy for our customers. We listen. We act quickly and decisively. We don't see dollar signs, we see someone who needs our help. No one who works at a startup does it for the paycheck. We don't do it for the hours. We certainly don't do it for the job security.
We do it for our customers.
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