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The impact of rethinking our approach with customers.

Compete PROClient Relations

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The importance of alignment…

“Much like the art of Zen, the path to customer service excellence is a continuous journey that

involves product, people, and practice.”

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o Chat Functionality

o 866 Phone Number

o Twitter for ZenDesk

o Screenr for ZenDesk

Expanding from email outwardCommunication Channel Improvements

Thomas Hawk | BY-NChttp://www.flickr.com/photos/thomashawk/7130196519/

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“When your ship doesn’t come in, swim out.”-Jonathan Winters via Jen Russell

PRO active outreach for monthly subscribers

Spettacolorpuro | BYhttp://www.flickr.com/photos/spettacolopuro/3826568927

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Gold and Platinum SupportPremium Reporting and Training Services

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• Inside look into customer’s strategy, competitive insights, and current initiatives.

• Make recommendations that build trust and expand our relationship.

• Increase retention.*

* Premium services are new as of 2012.

PRO Platinum and Gold ServicesBenefits of Building Relationships

Janine | BYhttp://www.flickr.com/photos/geishabot/2437920343

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-PRO Platinum Support Customer

“As always, excellent work!! I really appreciate the quick turnaround on this; you guys did a great job… be in touch within the next couple of days with a list of schools that we’ll like similar “deep dive” reporting on.  (There are about twelve rising competitors that we have a close eye on as of late.)  I understand our current pricing and package may not allow for the extensive report we’d like, so just a heads up that we may be looking to upgrade accordingly as well. ”

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The customer asked, we listened!

“I’m starting to play around with the site now and I’m wondering how you created the doughnut charts with the demographic information?… I clicked around but can’t seem to find it.” –PRO Platinum Customer

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Looking to the future we’re focused on…

• Engaging with our customers in new and meaningful ways.

• Creating reports that resonate.

• Surprising and delight our customers with PROactive outreach.

• Soliciting feedback and projecting their voice as advocates for improvements to our products & services.

Marco Magrini | BY-NChttp://www.flickr.com/photos/marcomagrini/698692268

Elizabeth Ellis | BY-SA http://www.flickr.com/photos/izzie_whizzie/2966847849

Connect with us!o Ask questions.

o Share best practices.

o Review Platinum reports.