Client Relations from Reactive to Proactive
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Transcript of Client Relations from Reactive to Proactive
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The impact of rethinking our approach with customers.
Compete PROClient Relations
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The importance of alignment…
“Much like the art of Zen, the path to customer service excellence is a continuous journey that
involves product, people, and practice.”
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o Chat Functionality
o 866 Phone Number
o Twitter for ZenDesk
o Screenr for ZenDesk
Expanding from email outwardCommunication Channel Improvements
Thomas Hawk | BY-NChttp://www.flickr.com/photos/thomashawk/7130196519/
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“When your ship doesn’t come in, swim out.”-Jonathan Winters via Jen Russell
PRO active outreach for monthly subscribers
Spettacolorpuro | BYhttp://www.flickr.com/photos/spettacolopuro/3826568927
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Gold and Platinum SupportPremium Reporting and Training Services
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• Inside look into customer’s strategy, competitive insights, and current initiatives.
• Make recommendations that build trust and expand our relationship.
• Increase retention.*
* Premium services are new as of 2012.
PRO Platinum and Gold ServicesBenefits of Building Relationships
Janine | BYhttp://www.flickr.com/photos/geishabot/2437920343
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-PRO Platinum Support Customer
“As always, excellent work!! I really appreciate the quick turnaround on this; you guys did a great job… be in touch within the next couple of days with a list of schools that we’ll like similar “deep dive” reporting on. (There are about twelve rising competitors that we have a close eye on as of late.) I understand our current pricing and package may not allow for the extensive report we’d like, so just a heads up that we may be looking to upgrade accordingly as well. ”
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The customer asked, we listened!
“I’m starting to play around with the site now and I’m wondering how you created the doughnut charts with the demographic information?… I clicked around but can’t seem to find it.” –PRO Platinum Customer
Oct
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Looking to the future we’re focused on…
• Engaging with our customers in new and meaningful ways.
• Creating reports that resonate.
• Surprising and delight our customers with PROactive outreach.
• Soliciting feedback and projecting their voice as advocates for improvements to our products & services.
Marco Magrini | BY-NChttp://www.flickr.com/photos/marcomagrini/698692268
Elizabeth Ellis | BY-SA http://www.flickr.com/photos/izzie_whizzie/2966847849
Connect with us!o Ask questions.
o Share best practices.
o Review Platinum reports.