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2016

Rob Otoka is a Senior Program Manager in the Customer Transformation and Innovation Team at Mimecast. Since joining in June 2012, he has worked on Legendary Customer Success™ initiatives including the Customer Experience Measurement Program and rollout of Mimecaster Central.

 

One of the things we take for granted in today's world is the pace of change. It seems that every few days, weeks, or months, a new app, phone, or movie remake is upon us. We accept these changes and adapt, hoping that a better experience will be the end result.

 

As I sit here now, I can only imagine what awaits me when my focus returns to daily life: a new email, a child asking for a ride somewhere, the antiquated phone call? Regardless, a response will be needed. Things must continue or consequences occur -- sometimes good, sometimes bad, but usually unavoidable. Similarly, change is unavoidable, and the response to it often dictates success or failure.

 

Rewind now back to a simpler time: It's the 1940s...your Aunt Tessy (short for Theresa) arrives early for the family dinner and asks you to partake in a secret involving your two favorite things: Maple Walnut Ice Cream and George's Soda Shop. In confidence, she hands you 15 cents USD, and the shiny coins glisten in the sunlight. Oh yeah, the sunlight! You almost forget it's 90 degrees Fahrenheit outside, and the ice cream shop is a five-minute jog. The family doesn't own a car, and refrigeration and coolers as we know them today don't exist.

 

Back to that ice cream: For 15 cents, George's Soda Shop will provide 15 scoops of the Maple Walnut Ice Cream, but you need to bring your own bowl. They cover the ice cream with wax paper to help, but it's up to you to make it back home before you have soup, or at best, an ice cream milkshake. To prepare for tonight's dinner, you know a fresh block of ice for the icebox was delivered by the ice man earlier in the morning. 

 

Isn't it funny how history repeats itself? Just like today's world, the bygone era of yesteryear had conundrums and challenges of all sorts.  

 

At Mimecast, we are not immune to changing global conditions that impact our business. We know our customers' challenges are our challenges as well, and by measuring their Mimecast experience, we can identify where we need to improve.

 

In 2014, to help design and execute a successful customer experience measurement program, Mimecast adopted Forrester® Research’s Customer Experience Index (CXi) framework. This framework is discussed in the book Outside In by Harley Manning and Kerry Bodine, and presents how leading companies put customers at the center of their business. Customer Experience Journey Mapping (CEJM) teams at Mimecast were created to map out broad customer journeys (for example, Becoming a Mimecast Customer and Using Mimecast Products and Services). A set of customer personas were agreed upon and the high-level journeys mapped. 

 

To measure customer experience within each journey, we use short surveys. Responses are used to produce individual journey as well as aggregate CXi scores. We also ask customers how likely they would be to recommend Mimecast (as measured by providing a Net Promoter Score (NPS)). In addition, mood surveys are triggered when “transaction”-type experiences are completed. Holistically, three types of metrics are considered in Mimecast’s data collection strategy of which CXi and NPS measurement play a part:

 

  • Perception Metrics – A customer’s subjective perceptions of interactions (for example, CXi score measuring “How well did an experience meet your needs?”)
  • Descriptive Metrics – Events that are likely to affect customer perceptions (for example, call center transactions)
  • Outcome Metrics – What customers are likely to do or actually did after their interaction (for example, likelihood to recommend Mimecast as measured by NPS)

 

It is important that Mimecast shares the results of our CX measurement program across the wider business. On a monthly basis, detailed CXi and NPS scores are provided to Mimecast business stakeholders and aggregate scores are reported to all staff. The Mimecast teams responsible are engaged and focused on improving our customers’ Mimecast experience – we know these efforts will raise our CXi and NPS scores over the long-run.

 

It's inspiring to work for a company dedicated to creating Legendary Customer Success™. Most of all, it's humbling that your feedback helps us adapt to change to better meet your needs and further improve our partnership in this journey.

 

So...back to the 1940s. What happened to that Maple Walnut Ice Cream? A young boy adapts, and balances the changing weight of the ice cream bowl, scurrying across the empty, arid sports fields to his neighborhood. The wax paper protects the sweet valuable cargo as his shoes kick up dust.

 

Fast forward to after the family dinner that night.   

 

Aunt Tessy smiles and looks at her confidant, the young boy: "Excuse me, everyone,” she says. Generations young and old around the table go silent. “John has a special treat for everyone."   

 

And with a smile bathed in secretive anticipation, John, the young boy (my Father), says to all: "Maple Walnut Ice Cream!" A collective gasp of elation fills the room. 

 

Running with a bowl of ice cream in the hot summer sun never tasted so sweet. I miss your stories, Dad! 

 

And for all readers, look for more stories about the Mimecast future (and past!) you are helping to create…

Ed Jennings is the Chief Operating Officer at Mimecast, joining the company in August 2015, and leads the global marketing, sales and services teams.

 

I want to take just a brief moment to reflect on a big milestone for Mimecast that’s as much a celebration of our customers as it is a celebration for our employees.

 

One year ago this week Mimecast went public on Nasdaq’s stock exchange in the United States, a culmination and celebration of all of the amazing things we have achieved as an organization, including 21,800 customers, nearly 800 employees, and nine offices across the globe…with no stop in site.

 

We were founded in 2003 by Peter Bauer and Neil Murray – and the respective CEO and CTO are still at the helm of the organization today. Peter and Neil started Mimecast because they believed the cloud would become the ideal platform for email. And, as email became more mission-critical to organizations, there was an increased need to protect users, data and infrastructure – without complexity and cost. The founding mission was to build a secure cloud infrastructure and services to make email safer for business.

 

But, we’ve been able to get here because of more than just a technology mission alone. Peter and Neil set out to build an organization capable of creating innovative solutions and sustaining itself over time. Doing this meant creating a community of innovators and professionals who were engaged in the founding mission. Since the inception of Mimecast, we’ve grown the business according to his vision and values, carefully selecting like-minded employees, and putting the customer first.

 

And, here we are 13 years later as an organization, and one year after going public. I couldn’t be prouder of this milestone, one that really is a celebration for all Mimecasters. I will close with a quote from our leader, Peter Bauer, on the role all of you play in Mimecast’s business everyday:

 

Customers are our inspiration. We are here to be in service of them. Maintaining that clear perspective and priority makes all kinds of things fall into place inside our business.”

 

See how far we've come as an organization over the past 13 years (click to expand):