It was my pleasure to stop by Radio NL in Kamloops to do an interview for their CEO Series.  The CEO’s of successful Kamloops area companies are being featured in stories that will air in the next few weeks.  Longtime reporter Angelo Iacobucci had me go back 14+ years to when iCompass first started.  He also asked questions to learn more about our future goals and the state of Kamloops’ growing high tech industry.  Look to our blog for the interview and the story itself after it airs on Radio NL sometime around Christmas!

In my 14 years at iCompass, the following question has been asked of me many, many times: ‘When is it acceptable to sell your CivicWeb services to council members?’  The short answer is ‘never’.

Now of course I’m being somewhat facetious, however, in our line of work it really isn’t cool to sell to council members, whether directly or indirectly.  Whether our Meeting Management Solution in its entirety or our virtual library, FilePro, it’s just not cool.

We all know what it’s like to receive a poor level of customer service – a snarky rep on the call, ‘it’s not a problem on our side’ or a trip through on hold with a touchtone phone maze ending up with a disconnect – only to repeat.  And we often are made to feel stupid, and that the person on the other end of the phone really doesn’t care.
 
In my role as VP Customer Success and Operations, I have had the pleasure over the past three weeks of meeting and interacting with over 100 of our customers face-to-face through our annual Customer User Conferences – held in our home office in Kamloops, and in five other locations across North America close to our customers further away.  It always is a great opportunity for interaction and feedback!

Welcome to the CEO blog.  As part of our decision to launch a vastly improved web presence to better communicate with our customers, we have re-invigorated the iCompass Blog.  You will find it on the iCompass website, and it will be loaded with all kinds of useful pieces of information for our customers, from tips and tricks on how to better use our services, to highlighted customer case studies and reference materials, to customer collaboration opportunities such as user groups and our Customer Advisory Board, to information about upcoming customer engagement opportunities such our annual user conference, regional user sessions and Customer Resource Centre.