Client Engagement
Managing your clients – the lifeblood of your business
Client Service Model
Structure
- Multi-Channel/Location
- Built-in vs Standalone
- Tactical vs Strategic
Team
- Up-skilling Communication
- Fluid and Adaptable
- One Contact/One Answer
Scope of “Service”
- AI vs Human Interactions
- Categorization of “Query”
- Dependent or Independent
Client Data and Tools
Profiles
- Organizational Data
- Sales/Service Relationship
- Profitability Factor
Interaction Management
- Quality Data Capture
- Utilizing Data to Improve Service
- Opportunity Identification
Knowledge Base
- Decrease Resolution Time
- Information at Fingertips
- Proactive Issue Identification
Client Satisfaction
Measurement
- Objective Data Collection
- Retention Keys
- Engagement Tiers
Analysis
- Defined Parameters
- Action Plans for Early Warning
- Recent vs Recurrent
Response
- Service Plan Enactment
- Satisfaction Target Plan
- Referral Keys
