The perception of what ‘service’ means, is different for every client. For some, service means getting assistance from a friendly team member where for others it means receiving a quality product and yet others again merely look at the perceived ‘value for money’. Most likely you, and many people with you, will be using a combination of these factors to judge ‘perceived service’ with every transaction you make, often even subconsciously. So why is this process so important and why am I writing about this?
As Vice President of Operations at Agworld, service is one of my priorities and I am very aware of the social license under which we operate. When I joined Agworld last year, I started to wonder how we could measure this perception of service for the product and service we offer, in order to be able to improve it when necessary. I find it fascinating to see how we are perceived by our clients and it is my passion to improve this even further, together with our customer service teams in both the USA, Australia and every other country we operate in.
I think it is fair to say that, at Agworld, we are obsessed with our customers. We don’t develop something because we follow the lead from a competitor and we are not obsessed with our product; our product is a means, not an end. We know that, even though our customers are already happy, they do want a better way of doing things. Sometimes they just don’t know yet what that could look like.
We believe we are inventing and developing the future of agriculture on behalf of our customers and therefore, we take a long term view. It is easy to get caught up in the ‘craze of the day’ and focus on having satisfied customers tomorrow. At Agworld we are focused on being a long term business partner to our clients, so we develop products that are relevant and essential in the future, not just tomorrow. Our 10 year track record of satisfied clients and some of the lowest churn rates in the industry, prove that we are doing the right thing.
Within agriculture, old routines are often deeply ingrained and customer behaviour patterns can be taken for granted by suppliers due to loyalties, specific knowledge and other factors. For companies like Agworld that have only been around for 10 years, it is important to know how we perform in the eye of our clients and users. It is for this reason that we are so grateful that our users have voted us to be the Best Reviewed Farm Management App in the Appstore. With a total of 1000 reviews over our various apps and an average 4.5 star out of 5 rating, our users have spoken loud and clear, and I couldn’t be happier with the results. We often get people calling, telling us how happy they are with Agworld, but having 1000 reviews, takes this anecdotal ‘evidence’ to a new level!
The reason I am sharing this with you is that we value the opinion of our clients highly and we want to ensure that we maintain our reputation as Best Reviewed Farm Management App. Our Customer Service team is working on this every day. We have many exciting projects in the pipeline to improve even further but your input is very valuable in this process. So, if you are a current Agworld user and you have any suggestions on how we can improve your experience further, please don’t hesitate to contact me on the details below. Or, if you are not using Agworld yet but you are keen to find out why other growers, agronomists and retailers rate us so high, I would love to show you the Agworld way! In the meantime, we’ll keep developing the future of agriculture as we see it!
So here’s to Agworld in 2019, the year in which we will keep improving our service and, with your help and support, will maintain our number one position in the Farm Management Software market! I look forward to talking to you soon.