The CEC is dynamic and essential for ensuring our clients receive the best possible interaction with us and it varies by business based on operational goals and client expectations. For example, a hotel might focus on cleanliness and comfort, while we prioritize rapid incident response, ongoing threat assessments, and network improvements. Despite these variations, the core principles of the CEC are universally applicable:

 

  • Realistic: Fits within the organization’s capacity. For instance, a small IT team should set response times they can consistently meet.
  • Achievable: Goals should be consistently met. For example, a 30-minute response time for support tickets should align with team capabilities.
  • Manageable: Processes should be streamlined. A standardized ticketing system helps manage client interactions effectively.
  • Affordable: The CEC should be cost-effective. Investing in training and tools should enhance efficiency without excessive costs.
  • Consistent: Service quality must be uniform. Regardless of the staff member, clients should receive the same level of service.

 

Sections of the Client Experience Cycle

  • Service Defects: Unavoidable issues such as pricing, broken devices shortly after deployment, or overpromising delivery times. These are unchangeable and our goal is to handle them the best way possible.
  • Operational Standards: These are fundamental and non-negotiable, like how we have a standard greeting when answering the phone, meeting our SLA (service-level agreement) expectations and ensuring clients don’t hit the answering service during business hours.
  • Experiential Standards: Enhance client experience but are not mandatory, like using warm transfers to introduce the client to the next person they will be speaking with, asking if there is anything else we can do to help before ending a call, and referring to the client by name a few times each call.
  • Above and Beyond Opportunities: Things we can’t always do but should try to, like documenting FORD Information about a client’s Family, Occupation/Role, Recreation and Dreams. For example, note a client’s vacation plans and ask about their trip in future interactions, or taking note of their recent birthday. Another example would be when we send gifts to a client. Whether it be an unexpected event or a yearly holiday, this makes the client feel seen and valued and we are great at taking these opportunities whenever we can.

 

In summary, the CEC is crucial for shaping how clients perceive and interact with our services. By adhering to operational and experiential standards and leveraging opportunities to go above and beyond, we ensure each client interaction is meaningful and positive. Our goal is to make every client feel valued and supported, no matter who they connect with. Let’s continue to strive for excellence in every client interaction!