When things go wrong
The RecruitLoop Client Success Program Bernadette Eichner Marketplace Manager October 2014
When things go wrong: ∙
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17% will leave you after a single service mess up 40% will leave you after two blunders 28% will leave after the third mistake 59% of customers will switch brands to get better service 78% of people have not completed a purchase because of poor service 73% of customers have spent more with a company because of a history of good customer service
What and Why? • Global customer/client focussed program – tailored to individual markets • Maximise customer retention and create client advocates • Use feedback to improve client UI to enhance user experience
How? • Dedicated ‘team’ in each marketplace • Improved support including Live Chat • Improved Client UI • Feedback Loop • The Loop for clients
Dedicated Success Teams AUSTRALIA
Client Success Manager Heather Page
Marketplace Manager Bernadette Eichner
USA
Client Success Manager Rory O’Brien
Marketplace Manager Kendra Williams
Improved Support • Dedicated support line • Live chat • Support SLA in place
Improving the Client User Interface • Simplifying the proposal acceptance process • Simplifying the invoice download and payment process • A quick satisfaction survey at the close of each project – still have opportunity to leave specific free text feedback • Making the client platform less cluttered and more intuitive
Feedback Loop • Quality and Satisfaction surveys on a project by project basis built into the system • Personal outbound contact by CSM • Direct access to CSM • Immediate solution • Add to FAQs • Expand the KB
Types of survey questions Responsiveness: I could get a hold of the recruiter(s) easily; Scale 1-5 Professionalism: The recruiter(s) communicated clearly and professionally; Scale 1-5 Speed and Efficiency: The recruiter(s) worked quickly and efficiently; Scale 1-5 Cost: I felt that the cost of the project was worth it; Scale 1-5 Repeat Business/Recommendation: I would recommend or work with this recruiter(s) again; Scale 1-5
What we are NOT doing!
What’s In It For You? Continuous improvement in terms of the product we are offering you • High level support to your clients • Encourage repeat business • Developing client advocates • A better way of getting feedback for those all important review stats on your profiles •
When things go wrong: ∙
∙
∙
∙
∙
∙
17% will leave you after a single service mess up 40% will leave you after two blunders 28% will leave after the third mistake 59% of customers will switch brands to get better service 78% of people have not completed a purchase because of poor service 73% of customers have spent more with a company because of a history of good customer service
What and Why? • Global customer/client focussed program – tailored to individual markets • Maximise customer retention and create client advocates • Use feedback to improve client UI to enhance user experience
How? • Dedicated ‘team’ in each marketplace • Improved support including Live Chat • Improved Client UI • Feedback Loop • The Loop for clients
Dedicated Success Teams AUSTRALIA
Client Success Manager Heather Page
Marketplace Manager Bernadette Eichner
USA
Client Success Manager Rory O’Brien
Marketplace Manager Kendra Williams
Improved Support • Dedicated support line • Live chat • Support SLA in place
Improving the Client User Interface • Simplifying the proposal acceptance process • Simplifying the invoice download and payment process • A quick satisfaction survey at the close of each project – still have opportunity to leave specific free text feedback • Making the client platform less cluttered and more intuitive
Feedback Loop • Quality and Satisfaction surveys on a project by project basis built into the system • Personal outbound contact by CSM • Direct access to CSM • Immediate solution • Add to FAQs • Expand the KB
Types of survey questions Responsiveness: I could get a hold of the recruiter(s) easily; Scale 1-5 Professionalism: The recruiter(s) communicated clearly and professionally; Scale 1-5 Speed and Efficiency: The recruiter(s) worked quickly and efficiently; Scale 1-5 Cost: I felt that the cost of the project was worth it; Scale 1-5 Repeat Business/Recommendation: I would recommend or work with this recruiter(s) again; Scale 1-5
What we are NOT doing!
What’s In It For You? Continuous improvement in terms of the product we are offering you • High level support to your clients • Encourage repeat business • Developing client advocates • A better way of getting feedback for those all important review stats on your profiles •
