MSA announced today it has been selected to receive a Client Savvy 2024 Client Experience Excellence (CX-cellence) Award in the Implementation category, recognizing the company’s comprehensive in-house Client Liaison Training program. This award applauds MSA’s creative approach to the client experience and establishing a corporate culture committed to innovative customer experience concepts, strategies, initiatives and education.
In 2022, MSA leadership began planning for a formalized Client Liaison Training program and officially launched the initiative in 2023, enrolling more than 130 employees to ultimately participate. Since the program’s launch, the firm has witnessed an increase in the utilization of resources available to client liaisons, including the company’s feedback tool, CRM database and client engagement templates. These tools, paired with hands-on training about how to successfully utilize them, have set the stage for increased and consistent client responsiveness and engagement.
“MSA is honored and excited to receive this award”, said Jim Holz, client service manager at MSA. “MSA has always believed strongly in the client experience and has created a culture surrounding it. We felt strongly that increasing the number of dedicated client liaisons and formalizing a training and implementation program around their success would allow us to amplify our client experience and continue delivering top-tier services across all MSA geographies.”
MSA is one of six companies selected nationally to receive a 2024 CX-cellence Award in one of three categories: Ideation, Implementation, and Measurement & Maintenance. This year’s recipients were announced on July 25 and will be formally recognized during Client Savvy’s CXps Conference June 12-13, 2025, in Rio Grande, Puerto Rico.
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