If you are an individual, couple, family, leader or have a business then discover your unique Communication DNA style and start building sound relationships by firstly understanding the unique communication preferences and life perspectives.
Efficiency vs. Effectiveness: Embracing the new customer experience paradigmRupa Shankar
The document discusses the shift from traditional customer service models focused on efficiency to a new paradigm focused on effectiveness and meaningful customer engagement. It notes that social media requires a different approach where agents take time to understand customers rather than just closing issues. The new model requires core competencies like empathy, autonomy and human-centric engagement over traditional scalability and productivity metrics. Organizations must realign processes and roles to focus on conversations and understanding customers in the social world.
1. A survey of 132 professional service providers and users found near universal agreement that client loyalty correlates strongly with profitability.
2. The top perceived benefits of client loyalty according to respondents were retention, referrals, and shorter sales cycles.
3. The key drivers of loyalty identified were responsiveness to clients' needs, relationship management, and reliability in meeting commitments.
4. While loyalty yields long-term benefits, it requires sustained investment in client relationships over many years rather than quick returns.
This document discusses multi-channel service delivery and how organizations can provide customer service through various channels. It finds that while the contact center remains an important channel, customers are increasingly using digital channels like email, websites, chat, and social media for service requests and resolutions. The best-performing organizations empower agents with real-time customer information across channels and educate customers about self-service options. To succeed, companies must support customers through their preferred channels in a cost-effective way.
Edgewood Center for Children and Families is celebrating its 160th anniversary in 2011. It provides behavioral health, family support, and educational services to over 5,000 children and families in the Bay Area each year. The document discusses Edgewood's Youth Agency Mental Health Consultation program, which partners with San Francisco agencies to increase their capacity to effectively serve at-risk youth. A mental health consultant works onsite with agencies using a strengths-based and systemic approach to understand challenges and facilitate sustainable improvements, ultimately enhancing the quality of services provided to clients.
Quality Contact Solutions is a call center management and consulting firm founded in 2002. They specialize in managing outsourced call centers, consulting on call center operations, home-based call centers, and telecommunications services. Their goal is to help clients meet contact center goals through their experience in call center management.
This document discusses how companies are struggling to provide consistent, positive customer experiences due to increasingly complex customer journeys across multiple channels. It uses Archstone, a real estate company, as an example of a company that improved its customer experience by developing a "Commitment to GREAT" promise and training employees to consistently deliver on this promise. The document advocates that companies should focus on understanding customer expectations, developing people's capabilities to meet those expectations, and engaging leaders to champion the customer experience vision.
Social Media Club Dallas: The Business of Social Customer CareSocial Dynamx
Slides, notes, and top tweets from a panel discussion at the Social Media Club Dallas on Thursday, August 16, 2012: "The Business of Social Customer Care."
The panel featured moderator Bryan Person from Social Dynamx, Tony Turnage from FedEx, Sean Valderas from Nokia, and Mike Cearley from Fleishman-Hillard.
Health Net aims to become a great customer solutions company by understanding customers' needs and integrating services to solve their problems. The company conducted research finding customers want partners, not just products. This led Health Net to focus on targeting specific customer segments and providing seamless solutions through multiple coordinated services. The company's strategic plan involves improving basic customer service, defining its brand promise around solutions, ensuring competitive products, and boosting efficiency to support integrated customer solutions by 2009.
Efficiency vs. Effectiveness: Embracing the new customer experience paradigmRupa Shankar
The document discusses the shift from traditional customer service models focused on efficiency to a new paradigm focused on effectiveness and meaningful customer engagement. It notes that social media requires a different approach where agents take time to understand customers rather than just closing issues. The new model requires core competencies like empathy, autonomy and human-centric engagement over traditional scalability and productivity metrics. Organizations must realign processes and roles to focus on conversations and understanding customers in the social world.
1. A survey of 132 professional service providers and users found near universal agreement that client loyalty correlates strongly with profitability.
2. The top perceived benefits of client loyalty according to respondents were retention, referrals, and shorter sales cycles.
3. The key drivers of loyalty identified were responsiveness to clients' needs, relationship management, and reliability in meeting commitments.
4. While loyalty yields long-term benefits, it requires sustained investment in client relationships over many years rather than quick returns.
This document discusses multi-channel service delivery and how organizations can provide customer service through various channels. It finds that while the contact center remains an important channel, customers are increasingly using digital channels like email, websites, chat, and social media for service requests and resolutions. The best-performing organizations empower agents with real-time customer information across channels and educate customers about self-service options. To succeed, companies must support customers through their preferred channels in a cost-effective way.
Edgewood Center for Children and Families is celebrating its 160th anniversary in 2011. It provides behavioral health, family support, and educational services to over 5,000 children and families in the Bay Area each year. The document discusses Edgewood's Youth Agency Mental Health Consultation program, which partners with San Francisco agencies to increase their capacity to effectively serve at-risk youth. A mental health consultant works onsite with agencies using a strengths-based and systemic approach to understand challenges and facilitate sustainable improvements, ultimately enhancing the quality of services provided to clients.
Quality Contact Solutions is a call center management and consulting firm founded in 2002. They specialize in managing outsourced call centers, consulting on call center operations, home-based call centers, and telecommunications services. Their goal is to help clients meet contact center goals through their experience in call center management.
This document discusses how companies are struggling to provide consistent, positive customer experiences due to increasingly complex customer journeys across multiple channels. It uses Archstone, a real estate company, as an example of a company that improved its customer experience by developing a "Commitment to GREAT" promise and training employees to consistently deliver on this promise. The document advocates that companies should focus on understanding customer expectations, developing people's capabilities to meet those expectations, and engaging leaders to champion the customer experience vision.
Social Media Club Dallas: The Business of Social Customer CareSocial Dynamx
Slides, notes, and top tweets from a panel discussion at the Social Media Club Dallas on Thursday, August 16, 2012: "The Business of Social Customer Care."
The panel featured moderator Bryan Person from Social Dynamx, Tony Turnage from FedEx, Sean Valderas from Nokia, and Mike Cearley from Fleishman-Hillard.
Health Net aims to become a great customer solutions company by understanding customers' needs and integrating services to solve their problems. The company conducted research finding customers want partners, not just products. This led Health Net to focus on targeting specific customer segments and providing seamless solutions through multiple coordinated services. The company's strategic plan involves improving basic customer service, defining its brand promise around solutions, ensuring competitive products, and boosting efficiency to support integrated customer solutions by 2009.
The Broker's Role in Making Healthcare Transparency WorkPrairieStates
Transparency in healthcare costs alone does not typically change consumer behavior. To be effective, transparency needs to be paired with engaged employees, consumer-oriented health plans that incentivize shopping and value, easy to use tools customized for the organization, and programs to drive ongoing communication and engagement. Measuring the impact of transparency initiatives allows organizations to track utilization shifts and savings over time to continue improving programs. Selecting the right transparency tool is important and should incorporate actual claims data, quality metrics, engagement features, and reporting capabilities.
The document discusses the importance of customer insight for public services, especially in the context of the Total Place approach. It makes three key points:
1) Customer insight is useful for understanding customer needs and redesigning services to be more efficient and effective. However, insight is still primarily used within individual "silos" rather than strategically across organizations.
2) The Total Place pilots demonstrated how sharing insight across partners can identify duplication and lead to more joined-up, cost-effective services. However, overcoming differences in terminology and data remains a challenge.
3) For insight to be truly effective, organizations need to embed it in strategic decision-making and share it across partnerships to focus on shared customers
Building customer engagement with social media through dynamic contentIan Truscott
This document discusses how companies can build customer engagement through social media and dynamic content. It describes the challenges of engaging customers in today's digital world where consumers expect more control and personalized experiences. It advocates developing an understanding of customer personas, optimizing messages for different channels and devices, and delivering personalized content and recommendations across social networks and other channels to improve the customer experience.
Winning Edge Article Nov 2011 - It's good to talkSimon Buzza
Simon Buzza explains that as communication increasingly moves to digital platforms, important negotiation skills that rely on in-person interaction are at risk of being lost. Face-to-face meetings are necessary to build rapport and trust in important relationships. While digital technologies provide benefits, a purely digital relationship is not enough for complex negotiations that require personal connections. Sellers must segment customers by value, not just profitability, and prioritize building relationships with high-value clients through both digital and in-person interactions.
CARF manages growing demand for accreditation with Pivotal CRM solution. CARF needed a more efficient system to manage large volumes of accreditation data as demand grew. Their previous paper-based system was time-intensive. With Pivotal CRM, CARF can streamline the accreditation application process online and improve surveyor productivity and customer satisfaction. Over 3,700 providers across North America and Europe have earned CARF accreditation. Pivotal CRM provides a unified system for effective communication between staff, customers, and surveyors to manage the accreditation process.
1) Community managers surveyed reported that proving ROI and engagement metrics are critical to measuring community success, with metrics including traffic, participating users, sentiment, ideas added to roadmaps, and contact deflection.
2) Emerging trends for communities include social media being integrated into contact centers, the importance of authentic human engagement over just having a social media presence, and customers taking more control and shaping communities.
3) The biggest challenge community managers face is helping the rest of their company understand and utilize the feedback and perspectives gained from customer communities.
Duke Raleigh Hospital implemented SoundCare on-hold messaging to replace music and inform callers about services, events, and accolades. Callers provided positive feedback and the hospital was able to recognize employees. The hospital president recorded a personal message that callers thought was a direct conversation. SoundCare has become an integral part of Duke Raleigh's marketing efforts to communicate important messages to callers.
PivotalCRM Case Study - Farm_credit services of AmericaPivotal CRM
Farm Credit Services of America implemented CRM software Mobile CRM provides a fully integrated, web-enabled CRM for 930 employees and 43 retail offices.
Dna Behavior Solutions Overview Portraitfinancialdna
DNA Behavior International provides human performance solutions to help businesses, financial advisors, families, sports teams, and individuals improve sustainable performance. Their solutions start with understanding individual behaviors and preferences using proprietary DNA discovery processes. This allows them to customize experiences to maximize human potential, build loyal relationships, and improve service experiences. Their goal is to help people live with meaning by discovering their unique behaviors and life purpose.
Genealogists for hundreds of years have relied on records and pedigrees to trace family lines. More than one has run into a brick wall, discovered an error from a prior researcher, or simply had a gut feeling that something wasn’t adding up. Until recently there was no way to help confirm your paper trails or even those hunches you might have had. Now, with affordable DNA testing, many genealogists are discovering this new tool in their kit. Unfortunately, most are not sure what they should do with it. In this lecture you will learn the basics of genetics, how DNA can help you, and the tests available to you.
Gave a talk at StartCon about the future of Growth. I touch on viral marketing / referral marketing, fake news and social media, and marketplaces. Finally, the slides go through future technology platforms and how things might evolve there.
The Six Highest Performing B2B Blog Post FormatsBarry Feldman
If your B2B blogging goals include earning social media shares and backlinks to boost your search rankings, this infographic lists the size best approaches.
1) The document discusses the opportunity for technology to improve organizational efficiency and transition economies into a "smart and clean world."
2) It argues that aggregate efficiency has stalled at around 22% for 30 years due to limitations of the Second Industrial Revolution, but that digitizing transport, energy, and communication through technologies like blockchain can help manage resources and increase efficiency.
3) Technologies like precision agriculture, cloud computing, robotics, and autonomous vehicles may allow for "dematerialization" and do more with fewer physical resources through effects like reduced waste and need for transportation/logistics infrastructure.
32 Ways a Digital Marketing Consultant Can Help Grow Your BusinessBarry Feldman
How can a digital marketing consultant help your business? In this resource we'll count the ways. 24 additional marketing resources are bundled for free.
Ideal Dialogue Company specializes in optimizing customer engagement through conversation optimization. They leverage expertise in human communication science and analytics to guide clients in improving customer experiences through training, quality assessment, and dynamic solutions. Their offerings include performance management systems to change communication behaviors, diagnostic tools to analyze agent-customer interactions, and an innovation lab to identify and test engagement improvements.
Ideal Dialogue Company specializes in optimizing customer engagement through conversation. They leverage expertise in human communication science, analytics, training, and quality assessment to help clients build their brands through improved agent-customer interactions. Their solutions have helped numerous companies connect with customers emotionally, solve issues, and enhance brand perceptions. Whether conversations occur by phone, online, or in social media, Ideal Dialogue can help turn strong customer relationships into unbreakable ones.
The document outlines a 10 step approach to evaluating a company's CRM capabilities. It discusses understanding customers, defining high value customers, and capturing customer interactions across channels. The goal is to develop a strategic and multi-channel communication plan that nurtures customer relationships over time based on customer insights.
This document discusses how to determine if outsourcing loss prevention resources will benefit a company. It addresses both the logical and emotional aspects of the decision. The logical considerations include whether the services improve processes and achieve goals cost-effectively. The emotional factors center around delivery, reliability, and credibility. References can provide comfort on how well partners deliver customized solutions, prioritize clients, and have a strong reputation through honest and trustworthy actions. Outsourcing partners should integrate seamlessly into a company's culture as reliable extensions of the existing team.
The Relationship Diamond workshop empowers participants to develop valuable relationships through understanding the four relationship qualities of trust, liking, reciprocity and sharing. The program teaches practical skills to initiate and nurture relationships, lead with strengths, and flexibly communicate to build stronger connections. It can be customized for organizations and is designed to improve business and customer relationships through influencing strategies and generating referrals. The Relationship Diamond is run as an introductory seminar or two-day workshop involving interaction, group work and action planning.
The Broker's Role in Making Healthcare Transparency WorkPrairieStates
Transparency in healthcare costs alone does not typically change consumer behavior. To be effective, transparency needs to be paired with engaged employees, consumer-oriented health plans that incentivize shopping and value, easy to use tools customized for the organization, and programs to drive ongoing communication and engagement. Measuring the impact of transparency initiatives allows organizations to track utilization shifts and savings over time to continue improving programs. Selecting the right transparency tool is important and should incorporate actual claims data, quality metrics, engagement features, and reporting capabilities.
The document discusses the importance of customer insight for public services, especially in the context of the Total Place approach. It makes three key points:
1) Customer insight is useful for understanding customer needs and redesigning services to be more efficient and effective. However, insight is still primarily used within individual "silos" rather than strategically across organizations.
2) The Total Place pilots demonstrated how sharing insight across partners can identify duplication and lead to more joined-up, cost-effective services. However, overcoming differences in terminology and data remains a challenge.
3) For insight to be truly effective, organizations need to embed it in strategic decision-making and share it across partnerships to focus on shared customers
Building customer engagement with social media through dynamic contentIan Truscott
This document discusses how companies can build customer engagement through social media and dynamic content. It describes the challenges of engaging customers in today's digital world where consumers expect more control and personalized experiences. It advocates developing an understanding of customer personas, optimizing messages for different channels and devices, and delivering personalized content and recommendations across social networks and other channels to improve the customer experience.
Winning Edge Article Nov 2011 - It's good to talkSimon Buzza
Simon Buzza explains that as communication increasingly moves to digital platforms, important negotiation skills that rely on in-person interaction are at risk of being lost. Face-to-face meetings are necessary to build rapport and trust in important relationships. While digital technologies provide benefits, a purely digital relationship is not enough for complex negotiations that require personal connections. Sellers must segment customers by value, not just profitability, and prioritize building relationships with high-value clients through both digital and in-person interactions.
CARF manages growing demand for accreditation with Pivotal CRM solution. CARF needed a more efficient system to manage large volumes of accreditation data as demand grew. Their previous paper-based system was time-intensive. With Pivotal CRM, CARF can streamline the accreditation application process online and improve surveyor productivity and customer satisfaction. Over 3,700 providers across North America and Europe have earned CARF accreditation. Pivotal CRM provides a unified system for effective communication between staff, customers, and surveyors to manage the accreditation process.
1) Community managers surveyed reported that proving ROI and engagement metrics are critical to measuring community success, with metrics including traffic, participating users, sentiment, ideas added to roadmaps, and contact deflection.
2) Emerging trends for communities include social media being integrated into contact centers, the importance of authentic human engagement over just having a social media presence, and customers taking more control and shaping communities.
3) The biggest challenge community managers face is helping the rest of their company understand and utilize the feedback and perspectives gained from customer communities.
Duke Raleigh Hospital implemented SoundCare on-hold messaging to replace music and inform callers about services, events, and accolades. Callers provided positive feedback and the hospital was able to recognize employees. The hospital president recorded a personal message that callers thought was a direct conversation. SoundCare has become an integral part of Duke Raleigh's marketing efforts to communicate important messages to callers.
PivotalCRM Case Study - Farm_credit services of AmericaPivotal CRM
Farm Credit Services of America implemented CRM software Mobile CRM provides a fully integrated, web-enabled CRM for 930 employees and 43 retail offices.
Dna Behavior Solutions Overview Portraitfinancialdna
DNA Behavior International provides human performance solutions to help businesses, financial advisors, families, sports teams, and individuals improve sustainable performance. Their solutions start with understanding individual behaviors and preferences using proprietary DNA discovery processes. This allows them to customize experiences to maximize human potential, build loyal relationships, and improve service experiences. Their goal is to help people live with meaning by discovering their unique behaviors and life purpose.
Genealogists for hundreds of years have relied on records and pedigrees to trace family lines. More than one has run into a brick wall, discovered an error from a prior researcher, or simply had a gut feeling that something wasn’t adding up. Until recently there was no way to help confirm your paper trails or even those hunches you might have had. Now, with affordable DNA testing, many genealogists are discovering this new tool in their kit. Unfortunately, most are not sure what they should do with it. In this lecture you will learn the basics of genetics, how DNA can help you, and the tests available to you.
Gave a talk at StartCon about the future of Growth. I touch on viral marketing / referral marketing, fake news and social media, and marketplaces. Finally, the slides go through future technology platforms and how things might evolve there.
The Six Highest Performing B2B Blog Post FormatsBarry Feldman
If your B2B blogging goals include earning social media shares and backlinks to boost your search rankings, this infographic lists the size best approaches.
1) The document discusses the opportunity for technology to improve organizational efficiency and transition economies into a "smart and clean world."
2) It argues that aggregate efficiency has stalled at around 22% for 30 years due to limitations of the Second Industrial Revolution, but that digitizing transport, energy, and communication through technologies like blockchain can help manage resources and increase efficiency.
3) Technologies like precision agriculture, cloud computing, robotics, and autonomous vehicles may allow for "dematerialization" and do more with fewer physical resources through effects like reduced waste and need for transportation/logistics infrastructure.
32 Ways a Digital Marketing Consultant Can Help Grow Your BusinessBarry Feldman
How can a digital marketing consultant help your business? In this resource we'll count the ways. 24 additional marketing resources are bundled for free.
Ideal Dialogue Company specializes in optimizing customer engagement through conversation optimization. They leverage expertise in human communication science and analytics to guide clients in improving customer experiences through training, quality assessment, and dynamic solutions. Their offerings include performance management systems to change communication behaviors, diagnostic tools to analyze agent-customer interactions, and an innovation lab to identify and test engagement improvements.
Ideal Dialogue Company specializes in optimizing customer engagement through conversation. They leverage expertise in human communication science, analytics, training, and quality assessment to help clients build their brands through improved agent-customer interactions. Their solutions have helped numerous companies connect with customers emotionally, solve issues, and enhance brand perceptions. Whether conversations occur by phone, online, or in social media, Ideal Dialogue can help turn strong customer relationships into unbreakable ones.
The document outlines a 10 step approach to evaluating a company's CRM capabilities. It discusses understanding customers, defining high value customers, and capturing customer interactions across channels. The goal is to develop a strategic and multi-channel communication plan that nurtures customer relationships over time based on customer insights.
This document discusses how to determine if outsourcing loss prevention resources will benefit a company. It addresses both the logical and emotional aspects of the decision. The logical considerations include whether the services improve processes and achieve goals cost-effectively. The emotional factors center around delivery, reliability, and credibility. References can provide comfort on how well partners deliver customized solutions, prioritize clients, and have a strong reputation through honest and trustworthy actions. Outsourcing partners should integrate seamlessly into a company's culture as reliable extensions of the existing team.
The Relationship Diamond workshop empowers participants to develop valuable relationships through understanding the four relationship qualities of trust, liking, reciprocity and sharing. The program teaches practical skills to initiate and nurture relationships, lead with strengths, and flexibly communicate to build stronger connections. It can be customized for organizations and is designed to improve business and customer relationships through influencing strategies and generating referrals. The Relationship Diamond is run as an introductory seminar or two-day workshop involving interaction, group work and action planning.
The In Flow Communication Skills Accelerator Dominic Colenso
Discover how our unique communication skills accelerator programme can help your business increase productivity, engagement and profit.
www.inflow.global
Building a "maniacal" customer-centric cultureGenpact Ltd
Client centricity is a stated core value of all enterprises. However, few organizations scientifically build processes to measure it, use it to direct incentives and rewards, and most importantly, leverage it to shape company culture. I call those that do so “maniacally client focused organizations.” The impact of such an approach is sustainable growth driven by stronger client penetration, a state in which client recommendations expand the frontline’s reach and effectiveness, and a more engaged and stable workforce.
The document discusses the emotional factors involved in deciding whether to outsource a business function like loss prevention. It argues that while the logical reasons for outsourcing are easier to consider, gaining emotional buy-in from stakeholders is more difficult. It identifies three key factors for emotional buy-in: delivery, reliability, and credibility of the potential outsourcing partner. Questions are provided to evaluate each factor from references to help assess if the outsourcing partner will integrate well and be a true extension of the company's team.
This 3 sentence summary provides an overview of the Sandler Strategic Customer Care program:
Sandler's Strategic Customer Care program uses long-term, incremental training and coaching techniques to develop positive attitudes, productive behaviors, and proven technical skills in customer service and inside sales employees to effectively implement winning strategies and maximize inside business development efforts over time rather than providing a quick fix solution. Sandler's unique techniques are designed to differentiate employees from competitors and ensure a return on the training investment.
Just a sample of one of our customizable newsletter programs that we license on an area exclusive basis to printers. You brand, print and distribute. Our content will set you apart from your competition.
Customer experience is basically a universal
consequence of the association between a brand and
its client. All subdivisions of an organization
communicate with their clienteles from its individual
viewpoint. Customer Experience Management is a
course of observing and inventing the communication
with consumers from their point of view.
Porsche-Like 987 Strategy for SearchFunderPaul Menig
The document discusses various topics related to valuing and growing a business, including the 8 drivers of company value, 9 basic strategic areas, and tools for assessing acquisition targets, business acceleration, and more. The 8 drivers of company value listed are financial performance, growth potential, structure, valuation, recurring revenue, monopoly control, customer satisfaction, and ability to operate without a key employee. The document provides summaries and overviews of different approaches and considerations for building and assessing business value.
The document discusses how the customer relationship has changed in the digital era. There is now greater transparency, giving customers more information and control. This transparency puts pressure on companies to ensure their brand promise and customer experience are closely aligned. Companies must make operational changes to deliver on the brand promise and meet evolving customer needs and expectations. While technology has changed interactions, fundamental customer needs remain the same - companies need to focus on both adapting to new technologies and strengthening relationships through excellent operational execution.
The Changing Nature of the Customer Relationship by North HighlanddBrooke Novak
Things have changed with the way the customer experience is enacted. Success has less to do with big strategic decisions and more to do with practical, everyday operational decisions – and then getting them implemented. Customers have more control – much more. Product information, peer reviews and ratings, even competitors are all just a click away. This increased transparency puts brand promises to the test. And, whether you are B2C or B2B, your customers have become accustomed to personalized services, relevant and personalized offers, and customizable capabilities. All on demand. How do you meet these demands – let alone exceed them? This paper explores considerations on how to harness the power of digital information on the front line of the customer relationship to power your competitive edge through to your bottom line.
The document discusses the importance of building relationships for business success. It provides examples of entrepreneurs like James Furnner and Marcus Lemonis who prioritize relationships with customers, vendors, employees and other businesses. Furnner maintains a contact database and daily routines to nurture relationships. The document argues that establishing trust and providing good customer service through quality relationships can lead to loyalty, referrals and business growth. It invites the reader to learn more about implementing relationship-focused business strategies.
Growing your business requires investment—but with so many competing priorities, where should you focus your time, money and expertise?
Start with a resource you already have that can drive both profitability and customer satisfaction: your employees.
Studies have proven that companies with engaged employees had 2.6 times the earning per share growth of companies with below average employee engagement and 86% higher success rates on customer metrics.
In our latest white paper, learn the four key requirements of effective employee engagement and how treating your employees like customers can improve your business.
Customer Relationship Management (CRM) focuses on understanding customers and improving interactions. A good CRM strategy can help businesses succeed by gaining more customer control, managing expectations, increasing trust, and providing better products and services. While CRM software is commonly used, the most important aspects are knowing customers and having a unified view of interactions across an organization.
This document provides an introduction to customer relationship management (CRM). It discusses key CRM concepts like understanding customers, touch points of interaction, and market segmentation. It emphasizes the importance of customer retention and measuring customer satisfaction. It also covers challenges like dealing with unhappy customers and adopting new technologies. The overall message is that CRM involves strategically managing all customer interactions to improve relationships and business outcomes.
The Changing Nature of the Customer Relationshipmichellereape
This paper explores considerations on how to harness the power of the customer relationship on the front lines to power our clients’ competitive edge through to their bottom line
Behaviors of the Most Effective Corporate Communications TeamsEdelman
Edelman’s Corporate practice has identified what experience and research tell us about these truly mission-critical functions. We see three qualities that these “best of” teams foster for their enterprises: Audience-centricity, Behavioral Stewardship and Insight-based Evolution. This presentation demonstrates specific actions to take to exhibit these.
We welcome dialogue and engagement. Do you agree? What do you see differently?
Similar to Communication Dna Solutions Overview Portrait November 2011 (20)
2. DNA Behavior International
Know for Building
Engage Sustainable
Performance
Grow…
What Steps Are You Taking To Build Relationship
Performance?
3. DNA Behavior International
Live with
Meaning TM
What Steps Are You Taking To Bring More Meaning to Your
Relationships?
4. Have more engaging family, business and advisory relationships.
Complete the Communication DNA Discovery Process.
Start Engaging Others.
"Once a human being has arrived on this earth, communication is the
largest single factor determining what kinds of relationships he makes with
others and what happens to him in the world about him” -Virginia Satir
5. Products and markets are the same. However, people relate and
communicate differently.
Behavior Drives Relationship Performance.
The unique innate behaviors and preferences of individuals
trigger different reactions and decisions.
6. Are you Ready to Discover Your Communication DNA Style?
Communication DNA Discovery uncovers
your natural preferences for how you wish
to be communicated with by others. This is
powerful information for you to know and
also for others to know in building personal
and business relationships based on greater
trust and knowing what is important.
For different people interacting such as
couples, families, business partners, teams,
client service or any other person in a
relationship, the Communication DNA
Discovery Process helps to highlight the
differences and provide a pathway for
communicating on each other's terms.
Communication DNA Insights Include:
• Natural communication style
• Preferences when communicating with
others
• Life needs
• Information requirement
Communication DNA Report
7. DNA Relationship Performances increases the emotional engagement of
your clients and employees.
Improve the Emotional Connection.
Our Enterprise Solutions help business and organizations
increase engagement of their clients and employees.
8. “Know, Engage and Grow Your Clients” for an Annual Cost of $10 or Less
Per Person
Through DNA Relationship Performance, learn how others relate
differently and improve your level of emotional connection to build your
corporate memory through:
-Tailoring Communication
-Improving Emotional Connection
-Customized Experiences
The DNA Relationship System
enables businesses and
organizations to build higher
levels of emotional engagement
by connecting the behaviors and
preferences of clients and
prospects to the right advisors,
clients and choices via your
website and business
technology systems.
We help businesses and organizations achieve a greater
emotional connection with their clients with Enterprise Solutions
including:
• The Premium Communication DNA Report for keys to tailor
communication to each of your clients and employees
• The DNA Customized Experience ReportTM for insights to provide
customized experiences to your clients and employees
• The DNA Client ServiceTM Report providing insights to create unique
client workflows
10. Emotional engagement goes beyond client satisfaction.
Increasing Client Engagement
Our belief is that client satisfaction means that the service is
being delivered well at a rational level. Independent research by
the Gallup Organization shows that the clients (and the
employees) must be emotionally engaged if they are to be
retained for the long term.
11. Emotional engagement goes beyond client satisfaction.
The 2009 Gallup Research shows that
when clients are fully engaged and have
a strong emotional connection to the
business, they deliver an average 23%
premium in terms of share of wallet,
profitability, revenue, and relationship
growth over the average client.
Businesses that simultaneously engage
BOTH their employees, and clients
emotionally are likely to experience up to
2.4 times increase in financial
performance.
This is why we emphasize customization of the service experience
through tailored communication, implementing a unique client service
approach for each client and tailoring the solutions provided based on the
client‟s unique Communication DNA Style.
We believe that the measurement of the DNA Relationship System‟s
performance should be on increased client engagement as this will lead to
significant gross revenue and productivity improvement. We will work with
you to more specifically define the indicators of increased client
engagement.
12. In this new behavioral economy, increased client engagement should
be the focus.
Are Your Clients Engaged In Your Business and Services?
The ability to fundamentally transform the performance of your
business will come from your ability to tailor communication to
different client styles and customize the client experience.
13. Some Increased Client Engagement Indicators
We measure the success of our approach
through the strength and recent occurrence
of the following types of client engagement
indicators:
1. Providing referrals and
recommendations
2. First inquiry calls
3. First or additional client meetings
4. Purchase of additional services
5. Purchase of new service offerings
6. Attendance at events
7. Responds to company
communications
8. Treats company team well
9. Demonstrates trust in team
10. Completed a service evaluation
14. The Process for Building Emotional Engagement with Your Clients
The DNA Relationship System uses the Communication DNA Discovery
Process which can be seamlessly integrated into your organization‟s other
data gathering processes.
The responses to the questions are processed by the DNA Discovery
systems with reports produced segmenting the clients into 4 primary
categories.
There is a Consumer Report for the client (optional) and then more
extensive Enterprise Reports with comprehensive data are available to
the organization.
Reports include: DNA Client Experience Report, DNA Client Workflow
Report, DNA Sales Adaptation Report, DNA Customer Service Role
Report, DNA Client Segmentation Report
15. A Turn-Key Online DNA Relationship System
How it Starts
Our turn-key online relationship system seamlessly connects the preferences of your
clients and prospects to the right employees and solutions via your website or intranet and
CRM.
16. Direct your communication and marketing to specific clients based on who
they are.
Segment Your Clients
Imagine if each time a telephone call came in, the team
automatically knew who should pick it up, then how to
communicate with the client on the line. Imagine knowing which
clients will prefer to be given very detailed information from the
start and which clients will want you to get to the point quickly.
17. Match the unique behaviors and preferences of your clients to employees
and the solutions offered.
When clients complete the Communication DNA Discovery Process, their
responses to the questions are processed by the DNA Discovery systems
with reports produced segmenting the clients into 4 primary categories.
Our validated Communication DNA Discovery
Process and Reports provide specific insights
into how you can customize the client
experience, create the client workflow and
adapt your selling style based on knowing the
Communication DNA Style of the client.
Also, have each of your employees complete
the Communication DNA Discovery Process DNA Client Segmentation
Report™
so that you can match your clients to a team To help determine the ideal
client match
member that has a communication style is
most similar to theirs.
18. Addressing a person‟s strengths opens communication.
Powerful Strengths Based Discovery
People like talking about who they are, particularly if it starts with
their strengths. Let your clients know that you want to recognize
their communication strengths and provide them with the highest
service.
19. Customized Workflows Made Easy
Tailor Your Work Flows
Staying in touch with clients is often time consuming and
expensive. The DNA Relationship System provides the natural
preferences of each communication style so you can keep in
contact with your clients in the most cost and time efficient
manner.
20. Tailor Your Work Flows.
Easily navigate your client
workflows with our specific
workflow guidelines for each of
the four Communication DNA
Styles.
Which of your clients should
receive monthly calls as
opposed to quarterly? Which
clients would prefer a call with
management to a call with the
service team?
Using our specific workflow
guidelines, allocate your
marketing dollars to the most
effective marketing strategies of
your business.
DNA Client Service Report™
Systemized workflows for your
clients.
21. Provide customized experiences to your clients for life-long engagement.
Provide Customized Experiences
“Know Your Client” to provide custom fit service. Using the DNA
Relationship System your representatives will deliver a consistent
message that is customized to each client‟s unique preferences.
22. Provide customized experiences to your clients for life-long engagement.
Communication Preference:
Enthusiasm, Broad Facts
Information Requirement:
Graphics
Service Provider Service Delivery: Interactive
Communication DNA
Insights Risk Approach:
Set Boundaries
Financial Approach:
Spending
Life Need:
Lifestyle
Client
Lifestyle
Communication DNA Style
Service Provider can access the
client‟s Communication DNA data
through his email, the firm‟s CRM
system and the DNA Discovery
Administration system.
The DNA Relationship System
enables businesses to use
Communication DNA findings to cater
communication to a client‟s
preferences and easily structure their
approach and messaging to convey
their offering in a way that appeals to
the client.
23. Match Clients to the Right Solutions
Solution Matching
All of your clients have their own unique preferences and desires.
The DNA Relationship System allows you to make a better
immediate judgment on which product meets the needs of your
clients and how your business can better serve each client.
24. Match Clients to the Right Solutions
Segment your marketing and product/service offerings to connect your
client with the right solutions. Your business will be able to speed up the
prospect conversion stage while providing a customized experience to all
of your clients.
When you use the DNA Relationship System, you will discover your
client's life and financial motivations, so that you can make confident
decisions about which products and services would be the best fit for
them.
Save time for yourself and your clients by offering the right solution the
first time.
25. Send Personalized communication to your clients based on
Communication Style and interests.
Customized Messaging
Using the Communication DNA data, we are able to provide email
templates to help you add more meaning to your marketing
messages and enhance the relationships with your clients and
staff at the same time.
26. Send Personalized communication to your clients based on
Communication Style and interests.
Messages to Inspire and Encourage
Help your clients and employees to grow while developing an enhanced relationship with
them.
Engaging Passion at Work
“How can you use your distinctive
personality to add value to your team?”
Building a Quality Life
“Today, take steps to ensure your
contribution to a discussion is listened to
and valued.”
Inspiring Leadership
“Today, „walk the job‟ to establish if
everyone is committed to your vision.”
We can provide custom messages for your business or you can simply
choose premade messages in the areas of: Engaging Passion at Work,
Building a Quality Life, and Inspiring Leadership
Whatever your industry, we can help you customize the experience for
your clients based on their Communication Style to help you increase
engagement in your business and build your corporate memory.
27. Is Your Communication Style Goal-Setting?
A person who is focused on goals is interested in opportunities
to expand their world. What goals are you working towards?
28. Goal-Setting Communication DNA Style
A person who is focused on goals is interested in opportunities to expand
their world.
Unique communication keys for a person with Goal-Setting
Communication DNA Style include:
• Communication strength: Comfortable
speaking directly and candidly
• Provide options when communicating - give
alternatives, enable person to make the
choice
• Get to the bottom line
Additional information about each
Communication DNA Style is available after
completion of the Communication DNA
Discovery Process.
29. Is Your Communication Style Lifestyle?
A person who is focused on lifestyle desires
engagement, openness and making connections. Who do you
enjoy networking with?
30. Lifestyle Communication DNA Style
A person who is focused on lifestyle desires engagement, openness and
making connections.
Unique communication keys for a person with Lifestyle Communication
DNA Style include:
• Communication strength: Open, engaging
and communicates with enthusiasm
• Use verbal communication – telephone
them, provide audio‟s
• Openly express thoughts and opinions
Additional information about each
Communication DNA Style is available after
completion of the Communication DNA
Discovery Process.
31. Is Your Communication Style Stability?
A person with a need for stability is interested in safety and
living in a calm environment. How do you spend time with your
family and community?
32. Stability Communication DNA Style
A person with a need for stability is interested in safety and living in a
calm environment.
Unique communication keys for a person with Stability Communication
DNA Style include:
• Communication strength: Conveys empathy
and warmth when communicating
• Speak in a Calm Manner – talk with an even
tempo, minimize tension, be relaxed
• Use a Soft Tone
Additional information about each
Communication DNA Style is available after
completion of the Communication DNA
Discovery Process.
33. Is Your Communication Style Information?
A person with a need for information likes to analyze and focus
on the tangible. What research do you perform to make a
decision?
34. Information Communication DNA Style
A person with a need for information likes to analyze and focus on the
tangible.
Unique communication keys for a person with Information
Communication DNA Style include:
• Communication strength: Good at providing
specifics and details
• Provide facts when communicating – enable
them to analyze, support statements with
research
• Closed-ended questions
Additional information about each
Communication DNA Style is available after
completion of the Communication DNA
Discovery Process.
35. How are you building your RELATIONSHIPS?
Sharing Builds Trust
Openly sharing with others builds communication and trust. Share
your Report with the people you interact with.
36. Building Relationships
When it comes to building meaningful and
successful relationships
with your family, friends, colleagues and
clients, effective communication
is foundational.
Are You Building Sound Relationships?
The quality of your relationship with any
person has a direct impact on
the quality of decisions that get made.
How Do You Naturally Communicate?
You naturally communicate based on who you are and how you see the
world. Of course, how the other person hears the message depends on
who they are. So often there is a gap that needs to be bridged between
“what was said and what was heard”. Close the Gap.
Learn How To Improve Your
Relationships
Understand communication preferences
and life perspectives to:
• Communicate with others on their terms
• Navigate differences more easily
• Build greater trust in all of your
relationships
• Connect more quickly with others
• Understand what motivates you and
others
Knowing your own Communication Style is the first step in working
towards effective communication with others.
37. Contact us
DNA Behavior International
5901-A Peachtree Dunwoody Rd
Suite 150
Atlanta, GA 30328
(770) 274-0311
inquiries@dnabehavior.com
http://www.dnabehavior.com