WHY is this meaningful to you?

​

The Client Experience is the foundation of how you manage relationships with clients. It fully incorporates how you commit to the ongoing servicing of each of your clients. It outlines a variety of methods of service so you can increase your value to your client. These service contacts represent a variety of meaningful touches to your clients.  It is designed to build a high level of trust between you and your clients.

​

Providing this consistent level of service will competitor-proof your Ideal Clients, and create advocates who rave to their friends and family about you and your organization.

​

WHO is this proven strategy designed for?

 

For those who want to create client service standards to ensure consistency within their client experience as it relates to each of their client segmentation groups. 

​

For those who want to proactively provide a higher level of personalized service to their high value clients which not only competitor-proofs them, but also creates the desire to introduce you to their family and friends.

​

WHAT should you expect?

 

You will enjoy: 

​

• Efficient use of financial and human resources to deliver services (80% of the time, energy and resources dedicated to high value clients who create 80% of the revenue)

• An automated and consistent service program for each client segment

• An increase in proactive outbound communication leading to a decrease in inbound reactive communication (more control)

• Greater trust and loyalty (advocacy) from your clients, particularly your high value clients

• An empowering sense of control and peace of mind

​

Regardless of how you may classify your clients, all clients need to be provided the necessary service, management and ongoing monitoring as defined by the Credit Union and other regulatory and compliance policies.   ​

​

​

​

WHAT you need to know

 

• What You Can Expect from this Best Practice

• Create Brand Loyalty

• The High Cost of Losing a Customer

• CUSO Core Client Service Activities Overview

​

​​

​

HOW to Take Action & Implement Successfully?

 

1. Create awareness and understanding of the minimum service deliverables as it relates to the CUSO Client Service Model.

   • Review the MFIS Client Experience to understand servicing expectations related to your role.

   • Carefully review each of the service items so you are comfortable with future implementation.

2. Carefully review the resources provided in this PSA to help you understand how you can integrate the four core service activities:

   • Review Meetings

   • Proactive Calls:  

     • Relationship Call

     • Annual Service Call for high value clients and Annual Service Touch Email for all other clients.

   • Thanksgiving Cards

   • Common Moments of Truth 

3. You will be delighted to know the CUSO Fulfilment Centre will assist with the prompting and coordination of following three service activities:  Thanksgiving Cards, Annual Gift & Newsletter

4. Use technology to deliver your service matrix flawlessly.

   • Apply the appropriate Service Model Action Plan on the CRM to activate the servicing.

   • Although CUSO will manage three of the items, you should also have reminders in the CRM effectively prompt them to implement all 'time of year' service activities. This might include Thanksgiving Cards, Newsletters, Annual Gift, Birthdays, etc.

5. Assess your MFIS Client Service Model annually to ensure it is being delivered with perfection.

​

Special Instructions for MFIS 

​

Typically the Thanksgiving Cards, Moments of Truth and Article of Interest concepts are reserved for "A" level clients only, however we want you to feel empowered to fully implement this with your top 25 "CA" clients.  

​

​

Watch Here to Learn More