How to Create an Enjoyable Client Experience
We want our clients to feel like they are part of our Choice family, so our client experience is fueled by our five core values.
Relationships Matter
Our partnerships are important to us, and we understand the significance of each project entrusted to our team. When a client chooses to allow The Choice Team to be an extension of their brand, we recognize how important this is. At Choice, we are always striving to form meaningful relationships with our clients because the better we know them, the better we can serve them. Our top priority will always be our clients!
Ways that we show Relationships Matter:
Personalized proposal presentations that specifically address the needs of each potential client
Small gifts or gestures to acknowledge life milestones outside the scope of our work (i.e. anniversaries, birthdays, etc.)
Enthusiasm Drives Us
When considering new partnerships, our team declines more opportunities than we accept. . We believe that we do our best work when we are all excited about and confident in our abilities to serve a client well. How could we expect the media to be enthusiastic about our clients if we were not?
Ways that we show Enthusiasm Drives Us:
Unanimous team votes before beginning new client partnerships
All team members collaborate about how to best serve the client
Regular Communication Makes a Difference
Clients at Choice are never left in the dark about our operations. We believe in transparency and regular communication throughout each campaign.
Ways that we show Regular Communication Makes a Difference:
Clients choose their preferred amount of campaign updates (bi-weekly or monthly), and the Choice members on their account oblige
Someone from the Business Development Team contacts the client at different milestones throughout their campaign to ensure we are meeting their expectations
Clients have access to two service providers, an account lead and a support, throughout their campaign along with someone from the Business Development Team
Accountability Sustains Partnerships
We believe that accountability is a two way street with our clients. Our service providers set goals and send regular status reports to explain how they are spending their time on the campaign. Clients are paying us for a service, and we remain accountable to everything that we promised. However, Choice also expects the clients to be accountable for responding within a reasonable time frame. We help our clients get through media gatekeepers, but we also need them to provide time-sensitive information, so that we do not miss opportunities.
Ways that we show Accountability Sustains Partnerships
The Business Development Team has regular calls with the client to ensure the campaign’s directions and progress are satisfactory
Sometimes this requires hard conversations with clients to explain the importance of their role and timely responses within our partnership
Providing clients with multiple points of contact within the organization models our level of support and accessibility to the client that we expect in return
Delivering Results Means Going the Extra Mile
The Choice Team is committed to providing extraordinary service to our clients. We are willing to go above and beyond the normal scope of business to help our clients achieve their desired results.
Ways that we show Delivering Results Means Going the Extra Mile:
When we don’t believe our efforts are working to achieve goals, we go back to the drawing table and brainstorm a new strategy
We are honest with our clients about what is and is not working with their campaigns, so that, together, we can all collectively pivot our efforts
Our personalized customer experience begins with each proposal presented by the Business Development Team. We always want our clients to feel valued and supported by our entire team. Our testimonials speak for themselves about how our team provides an exceptional customer experience. Check them out to learn more about our client experience from their points of view.
