Natalie Williams, CCSM

To start... 1. Establishing Key Performance Indicators (KPIs) for Client Engagement: Define measurable metrics to track member engagement and satisfaction levels, providing insights into areas of improvement and success. 2. Setting Client Journey Milestone Benchmarks: Identify significant milestones for different client segmentations, allowing for targeted outreach and recognition to enhance member experience and loyalty. 3. Create Client Value-Add and Engagement Cadence: Develop a structured plan for delivering value-added benefits and maintaining consistent engagement with clients throughout their client journey.

I proactively inquire about their pain points and strive to establish a connection that goes beyond the confines of our business interactions. I place a strong emphasis on demonstrating genuine interest in their personal lives (when appropriate). By remembering and following up on events such as anniversaries, graduations, or personal achievements, I aim to convey that I see them not just as clients but as individuals with lives outside of our professional engagements. I believe that tapping into these interpersonal aspects is crucial for nurturing lasting client relationships. It goes beyond mere transactions, highlighting a commitment to the well-being of each client.

Understanding client's needs is fundamental to building successful & enduring business relationships. When businesses take the time to comprehend and acknowledge the unique challenges, preferences, and goals of their clients, they position themselves to provide tailored solutions that go beyond mere transactions. In addition to active listening, showing empathy, etc. I would like to add creating a safe space for expression. To create a safe space, encourage open communication - make it clear that you welcome feedback and opinions. Handle criticism positively - don't be defensive, view this as an opportunity for improvement. Ensure privacy and confidentiality - share what systems & practices assure this which can help cultivate trust.

Consider segmentation, to ensure you have a good scope of your client's individual needs and objectives. Onboard all your clients and create internal and external customer journey maps so expectations can be measured and discussed. https://www.linkedin.com/posts/nataliewilliams-esteem_struggling-to-meet-your-clients-needs-activity-7130596144723738625-mk9e?utm_source=share&utm_medium=member_desktop

Maintaining customer trust during conflict resolution is crucial as it directly impacts the long-term relationship with the customer and the overall reputation of the business. Active Listening and Empathy: Listen attentively, show genuine empathy, and validate the customer's concerns. Transparency and Honesty: Be transparent about the issue, admit any mistakes, and communicate honestly about the steps for resolution. Follow-Up and Consistency: Follow through on promises made during resolution, maintain consistency in handling conflicts, and conduct post-resolution follow-ups for customer satisfaction. Patience and Composure: Exercise patience in dealing with the issue, staying calm, and avoiding rushing the resolution process.

Showcase your unique skills as a Client Relations expert. For me, that means using interpersonal communications and "soft" skills, human skills to genuinely connect with clients and key stakeholders. Consider the following 8 soft skills that you can apply to any environment: 1) Curiosity, 2) Empathy 3) Honesty 4) Humility 5) Integrity 6) Intuition 7) Kindness 8) Patience. Check the link below to learn how you can apply these skills in various Client Relations scenarios! https://www.theesteemagency.ca/ Free Download - "Eight Interpersonal Skills to Help Improve Your Client Relationship Strategy"