Customer Experience: The Most Important "Product" In Your MSP Stack

In this episode of Syncronized, Brandon Garcin talks with Josh Fricovsky, Engineering Director at Cortavo, about elevating the customer experience within an MSP. Josh emphasizes that customer experience (CX) should be treated as a core product, a key differentiator in a competitive market. He advocates for moving beyond a break-fix mentality and becoming a strategic partner for clients.

Josh shares practical strategies for enhancing CX, such as finding the "path to yes" by prioritizing solutions and compromises. He encourages MSPs to look for opportunities to add value in every customer interaction, from resolving technical issues to sharing educational content. Building a customer-centric culture within the organization is also key. This involves breaking down silos between departments and fostering collaboration.

Josh also discusses the importance of constant value demonstration. He advises against relying solely on quarterly business reviews (QBRs) to highlight your MSP's worth. Instead, he suggests regular reporting and communication to reinforce your value and maintain strong client relationships. This proactive approach helps build trust and positions your MSP as a true partner invested in the client's success.