How to ensure your business doesn't become a victim of its own success when it comes to IT. In this episode of , talks about the growing pains of a business and how to enable business growth without letting IT hold you back. He discusses...
In this episode of Techcess, Mark Riddell talks about the growing pains of a business and how to enable business growth without letting IT hold you back.
He discusses the problem of growing the business while still retaining the company's values and customer experience.
As the business grows, there is a need to step back and bring in more people to the team, but this can lead to losing the connection with customers.
Mark emphasises the importance of ensuring that customers still feel the same connection with the business.
There's discussion about the importance of empathy in understanding the customer's point of view, especially when it comes to technological problems.
Mark also explains his own personal background experiences and how it's helped him to see things from the customer's perspective.
Mark discusses how many businesses struggle with managing their IT as they grow, often due to either trying to handle it themselves or working with inadequate IT partners. This can result in a chaotic and disorganized system with files stored in different places.
"I think it's maybe because although I'm a techie, I do have a hospitality background, too. I work in hotels for a few years, I've worked in retail, as a student have worked in those kinds of environments where I became very, very switched on to customer service and seeing things from the customer's point of view. And I think that's really important. I think the word that you can use to wrap up this is like empathy, being able to understand what it's like, from the customer's point of view, because, especially with technology, when people are frustrated about a technological problem is very easy as a technician to go, well, it's not that big of a problem. Because you understand the problem, you don't see it as a big deal. But to the person that can't print something, or they can't find an email, or they forgotten the password to something to them, it's a huge problem. "
Tech Topics covered in this episode of Techcess:
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Mark Riddell's technology podcast "Techcess" is an m3 Networks production. Mark and the team have created this podcast to help you and their clients understand how technology can help them in their industry and business, including helping them with cyber security solutions. To find out more about Mark Riddell and the rest of the m3 team, visit them here and follow them on Linkedin.
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