Creating a Powerful High Touch Client Experience For 2013

Presenter: Alvin T. Perhacs: Project Manager

With Assistance by:

Mark Kosa: Designer

Amanda Margitich: Content Strategist

The Goal:

To Create Both a Unique and High Touch Client Experience Throughout The Life Cycle of a Client

The Following Has Been The Following Has Been Articulated…Articulated…

• How do we get better and simplify our process?

• How do we take control of the project process better?

• Drive the fulfillment process.

• Articulate the benefits of our function.

• Show examples of success.

• Always solve new problems and keep getting better.

Why Are Clients Not Why Are Clients Not Happy About The Process?Happy About The Process?

Consider This…Consider This…• Why is Social Media like Facebook, Linkedin and others so popular?

• It creates a “connection” between people

The Key Then The Key Then Is…Is…

Creating a Connection Creating a Connection & Continuous Flow of & Continuous Flow of Great Content and Great Content and Value About The Value About The Project ProcessProject Process

How Do We Do How Do We Do This?This?

By Using Technology By Using Technology and Establishing a and Establishing a State of The Art State of The Art Follow Up and Project Follow Up and Project Management SystemManagement System

Create a Create a Sequence of Sequence of Automated Automated MessagesMessages

Simple Yet Simple Yet EffectiveEffective

Using An Auto-Using An Auto-Responder Series for Responder Series for Every Aspect of The Every Aspect of The Current BusinessCurrent Business

Auto-RespondersAuto-Responders• Post SalePost Sale• Post Non SalePost Non Sale• Pre ICC: The sales process and Pre ICC: The sales process and setting up the ICC– The importance of setting up the ICC– The importance of doing this NOW.doing this NOW.• Post ICC (Fulfillment Process)Post ICC (Fulfillment Process)

• DesignDesign• ContentContent• SEOSEO• DevelopmentDevelopment• QAQA• Launch & Post LaunchLaunch & Post Launch

Additional TopicsAdditional Topics- Professional Design with Marketing in mind- Mobile Optimization- Local Visibility- On page optimization- Blog Basics- Powerful Social Networking- The Value of Press Releases- Client Center- Content Management System- Backlinking for SEO- Call Firm Now- Call Tracking Number

2 Emails Per 2 Emails Per WeekWeek•The approximate launch time frame The approximate launch time frame is 90-120 days or 12-16 weeks.is 90-120 days or 12-16 weeks.• 12-16 weeks of 1-2 emails of 12-16 weeks of 1-2 emails of content for the duration of the project content for the duration of the project will allow the client to identify more will allow the client to identify more with the process causing them a with the process causing them a better user experience.better user experience.

Other Other ConsiderationsConsiderations• Video Introduction By Project Video Introduction By Project ManagersManagers• Photos of Team MembersPhotos of Team Members

• Content StrategistContent Strategist• SEO SpecialistSEO Specialist• DesignerDesigner

• Text Messages for client updates Text Messages for client updates •This enables the client to have a This enables the client to have a close recognition to the team.close recognition to the team.

Questions?Questions?