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Putting the “Action” in Customer Satisfaction

From the desk of MNTN's Chief Customer Officer

3 Min Read

“The most vital part of MNTN’s business is, and always will be, the happiness of our customers.”

That line was how we kicked off the announcement of our customer satisfaction initiative. We wanted to know what it was like to work with MNTN—including any like, dislike, want, or need you as MNTN customers have. Would the answers be heartwarming? Surprising? Both? 

One thing was for certain: they would be enlightening. So we asked, and you all graciously answered. 

It was great to see the feedback rolling in. With an honest discussion about how we can best serve you, we can cut to the chase and supply exactly what you need to get the most out of our relationship. 

So what did we learn? More than a few things, and all of them useful. Here’s just a sample:

• You love innovative technology that’s easy to use—and you want a lot more of it.
• You’re eager for strategic guidance that maximizes your business’ growth.
• You’re hungry for useful data and content that will help you unlock great ideas.

But us asking is one thing, taking action is another. Hearing you is all a bit pointless if we do nothing with the information, right? So we got to work.

In January we took your feedback to heart and immediately implemented a new role in our Customer Success organization. The new Customer Growth Managers’ top priority is to align with your goals, help you simplify complexities, and collaborate on ways to scale your performance through strategic guidance. This is the first of many enhancements coming your way—there are more on the horizon.

Equipped with your feedback related to the MNTN platform, we have developed a product roadmap that answers your call for even more innovative and effective technology. We’re prioritizing your experience in the platform to ensure that what MNTN offers is easily accessible and can be applied to your campaigns in just a few clicks. I can’t get into details quite yet, but I think you’re going to be very happy with what will be rolling out this year.

We’re developing content via MNTN Research that will keep you in the loop on must-know data, industry trends, and other actionable insights. The fact you want more of this is extremely encouraging, and we’re stepping up with even more content that will act as a useful utility for your day-to-day success. 

There are more to list, but I don’t want this letter to turn into an essay. So I’ll save them for future conversations with you all. We plan on making these a regular occurrence, and you’ll be getting more updates like this one from me in the future.

That quote I started this letter with isn’t a corporate slogan. We really, truly believe it. And yes, talk is cheap—so we will let our actions speak. I’m looking forward to keeping you all updated on our progress throughout the year. 

Thank you,

Chris Contreras 
Chief Customer Officer