Enhancing the client experience by employing conscientious processes: an interview with Lucas Mistelske, Vice President of client experience, Involta LLC

ABSTRACT

Effective customer relationship management is critical for businesses in the IT service provision industry. This interview covers how a company with an industry-leading Net Promoter Score (NPS) has cultivated a corporate culture that values the client experience and how a client-focused business strategy is integrated into its operations and processes. In the interview, Lucas Mistelske, Vice President of Client Experience at Involta LLC, a company specializing in data centers, connectivity, and infrastructure solutions, explains how the company’s leadership team has ingrained client experience into its corporate culture. He discusses how the company evolved into an organization valuing clients as strategic partners, emphasizing both technology and people. The company has implemented a comprehensive range of methods to measure client experience and feedback, transcending traditional transactional assessments to emphasize relationships, employing industry standards, and formulating tailored responses to client feedback to meet dynamic client needs and requirements.

Acknowledgments

The contributor would like to thank Marjaana Dailey, Marketing Coordinator at Involta LLC, for her coordination of the interview.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Dahui Li

Dahui Li is a professor of management information systems at the University of Colorado Colorado Springs, United States. He received his Ph.D. in MIS from Texas Tech University. His research interests encompass business-to-consumer relationships, online communities, and technology innovation. His research has been published in Decision Sciences, Decision Support Systems, Information & Management, International Journal of Electronic Commerce, Journal of the Association for Information Systems, Journal of Product Innovation Management, Management Science, and elsewhere.