When a long-lost customer returned to Cultrix after years of working for another business, Cultrix was glad to see them, and serve them once again. But what does this say about a company customers wish to return to years later? And how can you be a company like this?

We got Shaun, Managing Director of Cultrix’s opinion about how they manage to be exactly this type of company, and what others can do to ensure similar success.
“It’s great to cross paths again,” said Shaun's message to the returning customer he’d known many years ago, but who had left the client company and moved on elsewhere.
Similarly, for this one, long-time-ago customer they were extremely pleased Cultrix was still around to help them with IT at their new company. And were as delighted as ever with the “same high standard of service”.
“It works both ways. When you’ve worked with a great company who have provided an excellent service, it can be extremely satisfying to come across that company again. And of course, it’s great for the company,” says Shaun.
But this is nothing new for those companies who consistently provide value and high standards of service to their customers.
So how can you be the type of company customers return to years later?
“It’s about consistency of service. You must have service standards that are both high, and deliverable, which means managing aspects of your operation to ensure that.”
But isn’t it also something about being memorable?
“Yes. You need to find a way that makes you stand out from the crowd and makes customers remember you as the ones who gave extra, it’s the extra that makes you memorable in a sea of otherwise high competition. As IT support providers, we work in an extremely competitive market, so we have brand values that differentiate us as special to work with.”
Which of your brand values help to make Cultrix memorable?
“Trust, honesty, credibility and value for money. We reflect these in everything we do. From how we personally interact with customers, as friendly, knowledgeable techies who are also human beings you’d gladly have a chat with in the street, to providing industry-leading solutions and products to take our customers’ businesses to the next level.
“The value we give is in the high-quality service and support so that customers’ businesses are safe, secure and compliant, as well as future-proofed with the tech to see them into the next generation. We are ahead of the game so they don’t have to be. That is what our customers value and we can provide in abundance.”
What’s the best thing about a previous customer returning to you?
“Knowing that what we are doing is absolutely spot-on. Because, at the end of the day, all we want to do is support our customers in the best way that we can, so that we can all excel in business together and look forward to a happy, operationally efficient, secure future.”
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