A new digital experience can make or break success for a manufacturer. But what do you do when you discover that many of your customers’ pain points are analog?
That’s the situation that Laurie Englert was in. And the way she answered it was by creating an environment where customer experience is everybody’s job.
Laurie is the VP of Marketing at Milestone AV, a leading manufacturer of audiovisual mounting and display solutions. She is part of the commercial team whose primary customers are the independent dealers and distributors who sell and/or install their products into schools, corporations, hotels, stadiums and basically any other commercial application.
Milestone’s customer experience journey began as a web project. Two years ago they began building their digital experience, and Laurie co-created a customer experience team with her VP of IT. (more…)