Drive (Revenue) Like You Mean It
True or False: We are all responsible for sales and growth of our business.
TRUE: We can all drive revenue growth by focusing on our customer interactions and give them reasons to continue to buy from us.
What are some of our retention campaigns and how effective are they?
Customer appreciation campaigns
Consistent engagement touch points from sales
How does our CX help us to expand customer wallet share?
Market Rate Assessments
Business trends and intelligence
Implementation and tech ops support for expansions
What are some of the tools our Customer Office uses to assess customer satisfaction and engagement?
Voice of the Customer (VoC)
Current State Assessment (CSA)
Quarterly Surveys
What actions can we take to integrate customer centric thinking into all roles?
Invest time in understanding the client business.
Invest in building direct relationships with key stakeholders.
Lead by example when it comes to authentic engagement and following up on customer concerns.
Name 3 of our growth propositions.
ITS
Direct Sourcing
SOW
Services Procurememt
RPO
Focusing on talent, what are some issues that might lead to customer frustration?
Time it takes to source talent
Time it takes to get people onboarded
Early turnover or issues with quality
How can a recruiter directly impact the overall health of our customer relationship?
By providing high quality, well matched talent at the right time, at the right price, our recruiters differentiate us by providing the customer with the most precious resource - TALENT!
True or False - nothing good ever comes from a customer escalation or frustration.
FALSE - while we don't want escalations, the feedback we receive from a customer is always valuable and helps us shape our future approach to the business.
What can we do to recognize and celebrate internally strong customer centric thinking?
Recognize members who go above and beyond, shout outs.
Share client feedback in recognition of key team members successes.
Simply speaking, what is stakeholder mapping?
The process of continually expanding our knowledge of the customer organization and structure, making connections at each level or the organization and understanding individual perceptions of our services.
What does it mean to build a "value proposition" for a customer?
Identifying and providing solutions for the biggest pain points in the customer journey, based on business drivers and changing needs.
What is one unique way Operations teams drives revenue within our customers?
Ensuring timesheets are approved on time
Maintaining data integrity to produce accurate reporting and actionable insights
Providing exceptional service to our candidates to improve retention
What feedback channels do we currently have and how often do we review them?
Win / loss review
Customer Surveys – Annually
Candidate Surveys – start of assignment, 90 days, end of assignment
What are some ways we can unite our teams with our customers?
Empower teams to make teams to make customers’ first decision without necessary red tape
Create a culture where everyone owns the customer’s experience and revenue goals.
Be quick to respond to changing customer needs, market shifts or feedback.