Exploring ServiceNow values: Wow our customers

“Good values are like a magnet—they attract good people,” according to the late American basketball coach and player John Wooden. That’s why we take our ServiceNow values seriously, because people are at the center of everything we do.

Our values define who we are and how we do business, and they guide us to do the right thing. In addition to staying hungry and humble, we strive to wow our customers.

What wowing our customers looks like

Wowing our customers isn’t just about delivering incredible products. It’s about active listening, relationship building, and much more. We work tirelessly to deliver the best possible experience for customers, innovating solutions to their biggest challenges.

We asked ServiceNow employees what it means to wow our customers and how they embody this value. Watch the video to hear their responses:

Accessibility note: The video is transcribed at the end of this blog post.

Making a difference

“I had a recent engagement with a customer,” says Matt R., a senior advisory solution consultant. “We spent a large amount of time, brought in our value team, and they did a total of 13 interviews. This might have been a paid engagement with other vendors, but with ServiceNow, this was part of our service. And it really did blow away their leadership.”

For Preshit D., a senior staff technical support architect, wowing our customers is reassurance. “It gives me the satisfaction that my work is making a difference, and that is what empowers me to go above and beyond for customers,” he says.

“The best thing about my job is when [customers] feel that we are listening to them. They're so appreciative of it,” adds Sagarika K., a user experience researcher.

Amol P., program director, agrees. “It’s always a long-term relationship because you are leaving something as a legacy with the customer,” he says.

Help us make our customers say “Wow.” Explore ServiceNow careers.

Video transcript

Every day we come to work at ServiceNow, we truly want to wow our customers.

Wowing our customers is kind of like cooking, going in with the same foundations of understanding, empathy, and then sort of tweaking your approach to match what they need.

I had another recent engagement with a customer, and we spent a large amount of time, brought in our value team, and they did 13 different interviews. This might have been a paid engagement with other vendors, but with ServiceNow, this is a part of our service. And it really did blow away their leadership.

If you get your team growing in one direction, you can make wonders. We cannot wow the customers if they work on silos.

We have helped get vaccines to the average citizen around the globe, which is something that I’m incredibly proud of. It was a workflow challenge of our generation, and ServiceNow really stood up at that point.

One of the confidences that customers get is that ServiceNow is right next to them and is part of the journey. It’s always a long-term relationship because you’re leaving something as a legacy with the customer.

The best thing about my job is when they feel that we are listening to them. They’re so appreciative of it. “Oh, we are so happy that you’re taking our feedback. We feel so great about it.”

ServiceNow has 7,400+ global customers with a 98% renewal rate.

Every day I get up in the morning, I just feel like this is the one day I have to just get it done right. So anything that makes customer lives easier and happy, that makes me excited.

Visit careers.servicenow.com to join us.