Five-Star Client Service

Featuring: Ken Jacobs (twitter.com/kenwork57 )

Agency leaders know that merely offering solid strategic counsel, creative programming, and executing with excellence is now considered “point of entry,” and that it will take distinctive, superior client service to help fuel an agency’s recovery from the Great Recession.

In this session, attendees will learn:

• The fifteen things that heralded brands like Zappos.com, Ritz-Carlton and Nordstrom and others do to create client “Wow,”.
• And how to:
• Better understand their clients’ worlds
• Use improved communications to enhance client satisfaction
  
• “Surprise and delight” their clients
• The critical role of timing
• The importance of providing five-star client services every day, to all their clients, even the onthes that they don't like!
  

This is the kind of superior client service that gest clients to expand budgets, refer business to, and rave about their agency. Attendees are encouraged to share their client service horror stories and “home runs.”

Ken Jacobs is the principal of Jacobs Communications Consulting LLC, which helps public relations and other communications agencies with three critical issues: 1) Growing and managing business; 2) Improving client service; and 3) Enhancing staff performance, motivation, retention and attraction. It does so via its consulting, training, and coaching programs.