StorySlab
  • Platform
    • What’s StorySlab
    • Features
      • Sales Insights
      • Sales Readiness
      • Sales Coaching
      • ROI Calculators
      • AI Recommendations
      • Content Management
      • CRM & Integrations
      • Security
      • Expanded Features
    • Pricing
  • Who We Serve
    • Users
      • Sales Leaders
      • Sales Reps
      • Marketing
      • IT
      • Customers
      • Finance
    • Industries
      • Manufacturing
      • Chemicals
      • Technology
      • Building Materials
      • Healthcare
      • Financial
  • Resources
    • White Papers & More
      • The Evolution of Sales Enablement
      • Today’s Empowered B2B Buyer
      • Sales Productivity
      • Marketing Attribution & True ROI
      • Sales Training Solution Brief
      • Sales Tech Utilization Guide
      • Equip Sellers to Excel
      • StorySlab for Marketers Overview
      • Sales Enablement Solution Brief
    • Blog
    • Case Studies
    • Videos
    • Request a Demo
  • About
    • About Us
    • Contact Us
    • Careers
    • FAQ
  • Contact Us
SCHEDULE A DEMO
  • Sales Enablement
  • Dec 02
  • 6 mins read

Maintaining a Consistent Customer Experience as You Grow: A StorySlab Veteran’s Perspective

Maintaining a Consistent Customer Experience as You Grow: A StorySlab Veteran’s Perspective

Kathleen Paluso is one of the original members of the StorySlab team. As our Director of Project Management, she’s been keeping our team organized and efficient for the past 7+ years. She’s also one of the people helping our Customer Success team onboard and support StorySlab users.

We asked her what her experience at a growing company has taught her about providing a consistently positive experience for customers. Here’s what she had to say.

How has StorySlab evolved over the years?

When we started the business, everyone just did whatever needed to be done. Titles didn’t matter. I was doing all the coordination, what limited marketing we had, all customer relations, and all QA. Sometimes I was putting 10,000 pieces of content into an app. Sometimes I was creating all the assets for an app. Now we’ve evolved and the platform has evolved. 

How can growing companies provide consistent customer support?

Join each other’s calls. When we were small, we’d be able to be on the call and hand off from a sales rep to a customer success rep every single time. 

Being able to get data from the sales team and have that information when you’re sitting down with a customer for the first time is crucial. That way when a sales rep passes a customer off, it feels like a smooth transition for the customer. You’re just carrying on the same conversation they’ve been having with the sales rep.

It’s also important to document all your processes so that even if 10 people are doing a job, it’s consistent.

How can companies maintain the same level of organization and communication as they grow?

You want the relationship with your customers to be the same it always has been as you grow so it feels like there’s no transition. There are some customers I’ve been working with for 7 years so every time I bring somebody new into the Customer Success team, someone who’s going to handle that relationship I’ve built, I want to make sure that customer still feels like we’re hearing their concerns.

It’s important to bring in new hires and train them to get comfortable with our brand and really get to know our customers. When someone new starts, we’ll handle the customer together for a while until the person really understands the customer.

What did you do prior to working at StorySlab?

My background is in journalism. When I came out of school, no one was hiring at traditional media so I got a job at a .com startup that ran websites for sports teams. I got to work with the Buffalo Bills. I got to go to LPGA events and do stats. I ran the first down line for an NFL game just to say that I could. 

Then I ended up going into client services and client management and I’ve been dedicated to helping customers ever since.

How does your journalism background help you coach new customers?

Just like with journalism, you have to ask the right questions to get the answers you need. When we bring in a new client, we need to learn about their products and how they sell them. We have to learn all of that really quickly so that when we put the app together, it’s telling the right story.

Related Posts

Sales Presentation Secrets from 9+ Years of Field Sales Data
Sales Enablement

Sales Presentation Secrets from 9+ Years of Field Sales Data

You’ve booked the meeting! Congrats! Now for the hard part. You’ve got one shot to show your expertise and prove that you’re the best vendor. But as you put together…

StorySlab Team
  • May 13
  • 7 mins read
2 Million Sales Calls Predict the Future of Field Sales (and It’s Not What You’d Expect)
Sales Enablement

2 Million Sales Calls Predict the Future of Field Sales (and It’s Not What You’d Expect)

The world is opening back up. It’s finally time to plan your sales team’s return to the field after a year of selling in the remote void. But before you…

StorySlab Team
  • Apr 28
  • 8 mins read

Latest Post

It’s Time to Treat Sales Reps Like a Marketing Channel

It’s Time to Treat Sales Reps Like a Marketing Channel

  • October 8, 2021
  • 7 mins read
Flexibility is a Must Have for Quality Engagement with Prospects

Flexibility is a Must Have for Quality Engagement with Prospects

  • October 8, 2021
  • 7 mins read
Why You Can’t Afford to Ignore Data-Driven Marketing Anymore

Why You Can’t Afford to Ignore Data-Driven Marketing Anymore

  • September 8, 2021
  • 8 mins read
5 Ways to Navigate the Hybrid World of Remote and In-Person Sales

5 Ways to Navigate the Hybrid World of Remote and In-Person Sales

  • September 1, 2021
  • 9 mins read

Ready to See StorySlab in Action?

Have one of our experts show you the StorySlab platform
  • Icon engage@storyslab.com
  • Icon(+1) (844) 786-7975
  • IconSyracuse, NY 13202

StorySlab

  • About Us
  • Leadership
  • Careers Apply Now
  • Blog
  • Request Demo

Platform

  • What is StorySlab
  • Features
  • StorySlab Users
  • Industry Solutions
  • Pricing

Support

  • Help Desk
  • Knowledge Base

Legal

  • Privacy
  • Terms of Service
© 2023. StorySlab Inc. All rights reserved. Privacy Policy & Terms of Use
We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of all the cookies. You may visit Cookie Settings to provide a controlled consent.
Cookie settingsACCEPT
Privacy & Cookies Policy

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary
Always Enabled

Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.

Marketing

Marketing cookies are used to give insight into a visitors interest. Some examples collect user personal data via analytics, for use in ads, or other embedded content.

Analytics

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.

Save & Accept