In her role as the senior vice president of customer satisfaction at CreditUpdates.com, Alissa Davis has implemented a comprehensive customer service and support program designed to provide the company’s clients with consistently exceptional credit reporting, credit monitoring and fraud resolution services. A dedicated and highly respected professional, Ms. Davis has devoted the entirety of her career to creating effective and efficient programs for improving the quality of customer service offered by the organizations for which she has worked.
Ms. Davis’ responsibilities with Credit Updates have enabled her to continue to showcase her unique ability to utilize innovative strategies designed to improve all facets of the customer experience. Advocating for a comprehensive approach to customer service and support, CreditUpdates.com has benefited tremendously from the efforts of Ms. Davis as she has consistently worked to strengthen the company’s already robust programs aimed at ensuring the ideal customer experience. Ms. Davis also collaborated on the creation of the company’s customer rewards program, which includes a number of valuable benefits available to members free of charge.
With an undergraduate degree in business management and operations as well as an MBA with a focus on corporate social responsibility, Ms. Davis understood early on the goals she wished to accomplish upon entering the professional world. As vice president of customer satisfaction at CreditUpdates.com, Ms. Davis has been instrumental in the creation of a number of customer-centered programs and policies that include unlimited and toll-free access to the customer service team as well as instant email alerts, immediately available credit scores and readily accessible fraud resolution and support services.
How did you get started in this business? What inspired you to start this business?
Through CreditUpdates.com, I am able to serve others while assisting them with credit reporting, monitoring and protection services. It’s always been my goal to use my time as a professional to ensure others are being served in the manner they truly deserve.
How do you make money?
There is a modest membership fee associated with our services, but we allow anyone interested to use our services over the course of a trial period before committing to membership.
How long did it take for you to become profitable?
We felt that it was important to deeply invest in our platform and our customer service programs, so achieving profitability required more time than usual for a business in our industry.
When you were starting out, was there ever a time you doubted it would work? If so, how did you handle that?
I did not experience any serious doubts when we began, mostly because I knew the foundation we had created was strong enough to sustain any difficulty we encountered early on.
How did you get your first customer?
We offered trial memberships to allow prospective customers to experience the benefit of our services firsthand.
What is one marketing strategy (other than referrals) that you’re using that works really well to generate new business?
We really believe that the best marketing we can do is to allow potential members to utilize our services during a trial period to experience just how valuable they are.
What is the toughest decision you’ve had to make in the last few months?
Implementing new resolution strategies is always difficult since it is so critical to ensure any transition is smooth and will generate only positive outcomes for our customers.
What do you think it is that makes you successful?
I think I’ve struck an ideal balance between old-school and new-school business principles in a way that has allowed us to utilize data and technology in a manner that consistently enhances the customer experience in every way possible.
What has been your most satisfying moment in business?
I hear from our customers all the time, and there is nothing more satisfying than achieving a positive outcome for a customer.
What does the future hold for your business? What are you most excited about?
We plan to continue to develop and implement new support and service programs, and the potential benefit for our customers has me very excited about the possibilities.
What business books have inspired you?
“This Is Service Design Thinking,” by Mark Stickdorn.
What is a recent purchase you have made that’s helped with your business?
I’m always looking into new technologies to improve some aspect of our customer service, and I recently purchased new software that I hope will prove to be beneficial in this regard.
How have you managed to ensure customers are consistently pleased with your products and services?
Obviously, we focus on developing outstanding products and services right from the start, but we also place a great deal of emphasis on quality customer service and support as well.