The Client Experience + Service Virtual Training Program goes in depth to help you determine what clients want and need, to think through existing processes from a client’s perspective, and to brainstorm ways you can go above and beyond the basic expectations to really blow your clients away. As with the other VTPs, this program provides one-on-one access to a Society 54 coach who has extensive marketing and business development experience in professional service firms.
By working through the Client Experience + Service Virtual Training Program, you will discover all the touch points clients experience with you and your firm; go in depth on client onboarding - why it’s important and how you can improve the process; work on your communication skills including active listening and empathy; discover ways to increase client loyalty and why doing so is important; learn ways you can learn more about your clients and what’s important to them and more. You will also create a Client Onboarding Process (if you don’t have one already) and start building a Client Feedback Process.
Like the other VTPs, this program uses the Action-Feedback-Trigger or AFT model. This type of experiential learning is so effective because it helps establish lasting behavior change. The completion rate is 20 times higher than that of a regular LMS system. Learners are also 10 times more likely to retain the knowledge they learn through this training model.
The ability to provide exceptional client service and garnering client loyalty is a process – it requires attention to detail, constant evaluation and commitment. These are areas that you and your firm should be visiting (and revisiting) constantly to ensure steps are being completed, information is being acted upon, clients are being well-cared for and that everyone in your firm is on board with the methods being used. As with every program in IN3, we want to encourage you to really take your time going through these modules. Your thoughtfulness to these questions and attention to the activities and habits are what will truly pay off in the end. Be sure to utilize your virtual coach and engage with your community at any time. The Client Experience + Service Virtual Training Program should take you approximately three months to complete. And don’t worry, we will be with you every step of the way.
Client Experience + Service is one-part of a four-part Virtual Training Program created specifically for those in the professional services industry. This VTP is powered by the Society 54 team, which has collectively over 100 years of experience in marketing and business development for professional services. These programs are created using the best practices we have instituted in firms of all sizes, available in a convenient virtual environment. In each VTP, you will have access to one of our Society 54 coaches for one-on-one virtual coaching throughout the program.
Meet your virtual coaches Cecilia Linton and Morgan Lewis. You will be paired with one coach, who will work with you throughout the program.
Cecilia Linton
Society 54 Director, Cecilia Linton, is an accomplished marketing professional with an extensive array of experience to share with clients. She is the rare marketer who has served in leadership roles for marketing and creative services, business development, and project management/operations. With more than 20 years of experience for regional, national, and international professional service firms, there is no area she hasn't seen or challenge she hasn’t tackled.
Morgan Lewis
Society 54’s COO, Morgan Lewis, brings more than 12 years of professional services knowledge and a robust energy to the team. Her knack for imagining and implementing attainable goals and best practices, along with a hint of dry humor, is incomparable and contagious. Morgan prides herself in her ability to provide a practical approach to tackling just about anything - that is where she shines. And details...she doesn’t miss one.
- 5 Levels
- Coaching By Society 54
- Community Support