A “People First” Approach to Customer Service

June 14, 2016      By Julie Dodd

Most of us spend as much time with our co-workers as we do with our families. And just as family relationships influence our behavior, the values of our bosses make an enormous difference in our lives. My CEO, Ultimate’s Scott Scherr, was recently recognized by Glassdoor as one of the top CEOs in the country, with Ultimate’s employees describing him as trusting, generous, and kind. This type of leadership defines a company’s culture, including the way an organization like Ultimate delivers its customer service.


When CEOs put their people first, employees put customers first. Read how customer satisfaction stems from the top at Ultimate Software.

The employee experience at Ultimate Software validates what researchers have learned about customer-obsessed cultures. A report this month from Forrester, titled the “Five Secrets of Customer-Obsessed Cultures,” found that companies with extraordinary customer service have leaders who teach employees about their personal values, and that these leaders live these values daily. “Teaching people to live the values takes regular reinforcement in different situations over a long period of time,” the report stated.

Employees everywhere know that when they feel part of a family at work, they bring more pride to their job and dedication to their company. When employees feel respected and appreciated, they try harder and give more in order to take care of their organization’s customers. At Ultimate, we believe that great leaders and cultures directly impact the service those businesses can provide, and when a business believes in its people, its extended family includes its customers.

Ultimate offers our customer family the most comprehensive set of services in the industry, at no extra charge, and a wide range of services that go beyond traditional support and activation.  We enter into a personal and proactive relationship with our customers, and believe in a lifelong commitment—the same way Ultimate treats its own employees.

In fact, Ultimate has a 97% customer retention rate and 95% customer satisfaction rate. These numbers are proof that our customers fully realize the advantages of working with a services and support organization whose culture values its employees. Ultimate’s role as a trusted business advisor also translates into industry recognition. This month, Ultimate was named a Gold Winner for “Best Customer Service Department of the Year” at Network Products Guide’s 11th Annual 2016 IT World Awards®, the world’s premier information technology awards recognizing achievements in every facet of the IT industry.

Customers, such as Texas Roadhouse, often speak about Ultimate’s exceptional service and their unique partnership with us. Patrick Sterling, director of people and risk administration at Texas Roadhouse, understands the impact of Ultimate’s “People First” approach:

“We have an excellent relationship with Ultimate Software, and it’s because the company treats us like strategic business partners. We love that our platform is backed by a customer service team that is truly exceptional in the HCM industry–everyone at Ultimate is uniformly responsive, knowledgeable, and conscientious.”

At Ultimate, our customers are our Partners for Life. And our guiding “People First” principles—mutual respect, honesty, and integrity—ensure that our employees are inspired and empowered to make good on this commitment.

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1 Comment

  1. Avatar Heather Anderson on June 21, 2018 at 11:04 am

    Thank you for this article Julie! A “People First” approach to business culture and service is a foundation brick that many organizations overlook. An unfortunate consequence can be the unsteady reality resulting from this oversight. If more people at the top, recognized the importance of this approach which relies on intention and consistency, many more businesses would have employee retention and customer satisfaction rate like those at Ultimate Software!

    Your article puts into words and lists the proof of the very truth that I have been trying to convey to many who seem to have shut their ears to my pleas.

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