Deep learning gives advertisers more time to focus on new challenges, more chances to think up new ideas, and more ways to grow their business. Cognitiv’s recent brand campaign highlights the incredible outcomes possible when you “reclaim your brain.” Many of the outcomes showcased, such as Invention, Collaboration, Reflection, Transformation, and Inclusion are also part of the fabric of our brand values. In this series, we look inward, with team leaders highlighting how these words and outcomes are brought to life within our own walls.
In today’s fast-paced corporate world, where every interaction counts, responsiveness stands tall as a pillar to our success. As the Director of Client Success at Cognitiv, I understand firsthand the pivotal role responsiveness plays in nurturing client relationships and driving organizational growth. It’s our quick and attentive communication that builds and maintains rock-solid client relationships. And hey, it’s not just about work – being responsive works wonders in personal relationships, too, but we’ll save that for another blog post.
Here are three powerhouse strategies that I believe will take your responsiveness in the workplace to new heights.
1. Prioritize Your Accounts
In the realm of client success, not all accounts are created equal. It’s important to distinguish the strategic significance of each client and tailor your team’s approach accordingly. At Cognitiv, we categorize our accounts into internal and external priorities, aligning our efforts with organizational objectives and client needs.
By focusing first on prioritization, we are able to allocate resources effectively, streamline communication, and ensure that every client feels valued and supported. This strategic approach enables us to deliver exceptional service to all of our clients and consistently exceed their benchmarks and expectations.
2. Set Clear Expectations
Clarity breeds confidence, and setting clear expectations is critical in fostering trust and transparency. At Cognitiv, we establish Service Level Agreements (SLAs) that outline our response times, communication channels, and deliverables for both internal and external stakeholders.
By proactively communicating these expectations, my team can deliver timely, reliable service while providing clients with a roadmap for engagement. Whether it’s responding to emails within a specified timeframe or honoring scheduled meetings, adhering to SLAs creates confidence and cultivates long-term partnerships.
3. Utilize Automation and Tools
Like many companies, behind-the-scenes of our operational evolution lies a pivotal transition from manual processes to a robust, scalable solution. Leveraging automation tools is a real game-changer in optimizing efficiency and enhancing responsiveness. At Cognitiv, we made a deliberate shift to automating our workflows and leveraging advanced tools to minimize manual tasks (removing space for human error), and freeing up valuable time for client-focused initiatives.
For example, utilizing an advanced reporting platform developed by Cognitiv’s engineering team had a great impact. Armed with real-time insights and a comprehensive view of our campaigns’ performance, my team can make data-driven decisions with precision and agility.
When it comes down to it, a robust client success team embodies qualities that stretch far beyond mere responsiveness. It’s about being prepared and knowing your clients and industry inside out. It’s also about being a jack-of-all-trades — part problem-solver, part mind-reader, and always ready to tackle any challenge head-on.
So, as you dive into honing your responsiveness skills, remember that true success stems from a holistic approach. Be prepared, be in sync with your clients, and be the go-to problem-solvers they can’t imagine living without. With that winning combination, you’ll not only meet expectations but blow them out of the water.
