💡 Did you know, 93% of care provider's surveyed in our #CareTrendsReport2024 face challenges with client referrals. If that rings true for your organisation, why not check out our blog for some top tips for effective client onboarding 👉 https://bit.ly/48Z11zS #clientonboarding #socialcare #carecloud
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There are countless reasons you might think clients "aren’t sticking around"... But that doesn’t mean they won’t stay with YOU. Let me share a quick story: One of my clients was seeing the highest churn rate she’d experienced in a long time. Retention was slipping... and she had valid concerns. Her clients were feeling disconnected after the initial excitement faded. She reached out to me and said, "Heather, I’m not sure why they aren’t staying..." But like the determined leader she is, she quickly shifted into “let’s figure this out” mode and got to work. Together, we revamped her onboarding process and restructured her retention strategies to ensure her clients felt supported and engaged from day one, and every day after. We focused on creating a seamless onboarding experience that made her clients feel valued and confident in their decision to join. Check this out... After we optimized her onboarding and retention strategy… Her clients stayed longer, engaged more deeply, and her retention rates skyrocketed. You’ll always find reasons why clients "aren’t sticking around". - Lack of clear onboarding - Insufficient ongoing support - Misalignment of expectations - Holiday / seasonal distractions - Competing priorities And so on... But the truth is… Clients will stay... when they feel valued and see ongoing benefits. They stay with programs that continue to meet their evolving needs. Your job? Ensure your onboarding process is welcoming and thorough, and that your retention strategies keep them engaged and invested. If your clients aren't sticking around… it’s because their needs aren’t being addressed beforehand or not at all. When you provide an experience that is well-crafted and consistently delivers value… It becomes easy for them to stay. Clients are looking for reasons to stay... they just need to find them with YOU. This is an ONBOARDING & RETENTION PROBLEM. If this sounds like the main issue you’re running into... I’d love to help you. > I’m opening spaces for private Retention Strategy Sessions—only 4 spaces available this month. < They’re 4 hours long. These spots go quickly, so if you’re interested… drop me a message with “RETENTION” and I’ll send you the details.
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Taking care of a client at a high level involves going above and beyond to ensure their satisfaction, trust, and loyalty. Here are some key strategies: 1. Understand Their Needs -Listen Actively: Pay close attention to their needs, concerns, and feedback. -Personalized Solutions: Offer tailored solutions that address their specific requirements. 2. Communicate Effectively -Regular Updates: Keep them informed about the progress of projects or any changes. -Be Transparent: Provide clear, honest communication about what they can expect. 3. Build Strong Relationships -Frequent Interaction: Regular check-ins, meetings, and updates help build a strong relationship. -Personal Touch: Remember personal details like birthdays, anniversaries, or preferences to show you care. 4. Deliver Exceptional Service -Exceed Expectations: Consistently go above and beyond in delivering services. -Quality Assurance: Ensure that the products or services you deliver meet the highest standards. 5. Be Proactive -Anticipate Needs: Identify and address potential issues before they become problems. -Offer Value-Added Services: Provide additional services or products that can benefit the client. 6. Provide Expertise -Stay Informed: Be up-to-date with industry trends and insights to offer valuable advice. -Be a Trusted Advisor: Position yourself as a knowledgeable partner who can guide them through challenges. 7. Respond Promptly -Quick Response: Address their inquiries and concerns as quickly as possible. -24/7 Availability: Ensure they have access to support whenever they need it. 8. Solicit Feedback -Regular Surveys: Conduct satisfaction surveys to gauge their happiness and identify areas for improvement. -Act on Feedback: Show that you value their opinions by implementing their suggestions. 9. Show Appreciation -Thank You Notes: Send personalized thank you notes or emails. -Loyalty Programs: Offer rewards or discounts to show appreciation for their continued business. 10. Continuous Improvement -Evaluate Performance: Regularly assess how well you're meeting the client's needs and make necessary adjustments. -Invest in Training: Ensure your team is well-trained and equipped to provide high-level client care. -Dedicated Account Managers: Assign a dedicated account manager to provide personalized attention and service. -Exclusive Perks: Offer exclusive benefits such as early access to new products, special discounts, or invitations to events. Client Portals: Provide a dedicated online portal where clients can easily track their orders, access documents, and communicate with your team. #ClientCare #CustomerSatisfaction #BusinessExcellence #PersonalizedService #ContinuousImprovement #CorporateResponsibility
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Can you afford to lose half of your clients? If you answered that question with a big NO, then a plan and budget to keep your clients happy and making progress should be high on your list of what's important. Now, some of you may think, "Well, I can just keep getting more clients". Sure you can. But at some point you're simply moving money from one place to the next instead of making money. So how do you find out if your clients are happy? For starters, don't assume they are happy unless you have asked. Last week I gave an in person presentation on client retention and program success. At the end of the presentation I had the room get into groups and share a top onboarding process tip. Just so happens that one of the pairings discovered that Person A was a customer of Person B's company. Who would have thought!? Person A shared with Person B that he didn't make it through onboarding before he stopped engaging. Person B immediately started asking questions to identify where there were gaps in the onboarding process. Through a 3 minute conversation with a customer she was able to make a few shifts and changes to elevate her onboarding process. Because if ONE person didn't get through it, how many MORE aren't getting through it? Take it a step further, this is an indicator of missed opportunities to extend the lifetime value of a client and gain clients through referrals from happy customers. The cold hard truth is that 96% of your unhappy customers will exit and purchase from someone else without ever telling you why. It's easier for an unhappy customer to simply leave and go elsewhere than to bring it up to you. So what do you do about it? The truth is, look no further than asking your own client base about their experience to help locate the gaps in your entire experience. You must ASK. There are formal and informal ways to get client feedback. And it should be done frequently. Will every single client tell you the truth? Probably not. BUT way more clients will tell you what you need to know if you ask than if you do not ask. Do not be afraid to ASK your clients for feedback. Wouldn't you rather clients come to you with what's not working versus going on google, forums, the BBB, each other or on social media to share their complaints? 100% YES you want them to come to you so that you can be seen as the leader who listens to the client and makes changes that add value and improves the client experience. That alone will keep more clients in your fold. If you can't afford to lose half your clients, start asking them for feedback. Make sure you know how to interpret what you find out from clients because not everything they say needs to be fixed in the way they'd like it fixed. Need help with that? Send me a DM, this is exactly how we help group program leaders and aspiring group program leaders run world class organizations with high client success, satisfaction and retention rates.
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Onboarding new clients can be a daunting task. Research indicates that almost 80% of companies struggle with effectively integrating new clients, which can result in a six-month waiting period before clients are fully integrated. This can cause a lot of friction, making retention a challenge. Consider incorporating onboarding gifts into your client onboarding process to ensure a seamless experience that sets the stage for a successful partnership. These gifts serve as a tangible reminder of your company's commitment to its clients. They help establish a positive and productive relationship from the get-go. Not to mention, it can lead to higher retention rates and contribute to a long and healthy working relationship. Want to learn more? Let's chat!
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Here’s one thing many agency owners make a mistake in: It’s that onboarding a new client should feel seamless. And that goes for both your agency and your client. It shouldn’t be a struggle to gather key details—like usernames, passwords, and photos. And yet…this often becomes a pain point for both parties. Worse? It sometimes causes delays and frustration. And it can lead to clients dissatisfied with your agency from the very start. Fortunately, your agency can make this process effortless and frictionless. How? The secret lies in how you gather those critical details. Your agency must have a system that doesn’t overwhelm the client. One that actively reduces friction… And makes it simple for them to provide the information your agency needs… All without feeling stressed or overwhelmed. Here’s how you can do this frictionless onboarding in your agency: #1. Multi-Step Forms Don’t overwhelm clients with a huge form. Instead, break down requests into bite-sized steps. You want to ask for key details incrementally. It’ll make the entire process less daunting and more manageable. #2. Hands-on Assistance Don’t just send the form and wait for a response. Be proactive. Have your team step in and guide the client through the process. Whether it’s setting up a call to collect details or helping them track down passwords… Providing hands-on help reduces delays and frustration. This proactive support is a game-changer for agencies. #3. Follow-Up Implement a gentle follow-up system to keep things moving. A quick check-in call or reminder email ensures the process stays on track. Plus, it shows the client that you’re attentive and organized. When you take the initiative and make it easy for clients to share the information you need… They feel supported, and your team can focus on delivering results faster. Remember: A seamless onboarding experience sets the tone for a long-lasting relationship. One where the client feels your agency is always on top of their needs. Now, do you want to discuss how you can streamline your agency’s onboarding process… And remove the friction from gathering client details? Hit comment, and let’s chat!
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Our case study is a success story in customer care! ❤️ 🌟 The Opportunity: A leading health care and benefits administration provider faced rapid growth and heightened seasonal demands during open enrollment, and they sought to scale their customer service operations threefold. 🔍 The Solution: We swiftly ramped up from a steady state to supporting 1,000 agents during peak periods. Our collaboration enabled us to implement tailored recruiting and training strategies. 📈 The Results: The outcomes speak volumes: • Exceeded customer satisfaction goals by 3%. • Achieved a remarkable 95% agent attendance rate. • Maintained a low attrition rate of 2%. Our partnership optimized customer service and fostered a resilient work environment that mirrors in-office standards securely from home. Explore our case study for deeper insights into transforming customer care strategies with innovation and partnership! https://lnkd.in/dBvDGYQm #iQor #CustomerCare #BenefitsAdministration #OpenEnrollment #CaseStudy #CXSuccess #WorkFromHome #SmileWithiQor
Ramping Up Benefits Administration Support 3x During Open Enrollment | iQor
https://www.iqor.com
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If you’re struggling to keep your agency’s clients engaged and satisfied… There’s one thing you should know: Client satisfaction is not all about high-quality service delivery. Effective onboarding, communication, and success management should also be in the mix. This will significantly enhance client engagement and eventually, retention. To understand how, let’s get to it one by one. #1. Effective onboarding A strong onboarding process sets the tone for your client relationship. When a client signs up with your agency, send them a well-thought-out welcome package. Perhaps a custom box with branded goodies, a welcome letter, and useful items. This initial gesture shows professionalism and excitement about your new partnership. Remember: A robust onboarding process not only sets expectations but also builds trust from day one. #2. Communication and Reporting To keep clients engaged and satisfied, regular and transparent communication is vital. Clients need to feel seen and appreciated. So, don’t let them feel that they’re just another number in your client list. More importantly, they should never be left in the dark about their project’s progress. Implementing structured communication protocols like these can help: Regular Updates - Schedule weekly or bi-weekly updates to discuss progress, challenges, and next steps. Personalized Reports - Provide clear, easy-to-understand reports that highlight key metrics, results, and ROI. Vision Setting - Regularly revisit the client's goals and how your agency’s services align with achieving them. #3. Success Management Recognizing and celebrating your clients' successes can significantly boost retention. Whether it's their one-year anniversary with your agency… Or a significant milestone in their business… Acknowledging these events with thoughtful gifts can strengthen your bond. By integrating these strategies into your client management processes… You can create a more engaging and supportive experience for your agency’s clients. This not only improves retention but also encourages positive word-of-mouth and referrals.
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Client Onboarding: The Key to Building Long-Lasting Relationships 🌟 Think about your experience when you first tried a new product or service. What made you feel confident about your decision? Was it the smooth, welcoming introduction? The clear instructions? Or perhaps the personalized support that helped you get the most out of it? The onboarding process for new clients is just as important as the product or service itself. It’s the first step toward building trust, setting expectations, and ensuring that your clients feel valued and supported. And when done right, it can be a game-changer for both the client and your company. But if onboarding is mishandled? Well, the consequences can be costly. Here’s Why Onboarding New Clients Matters: 1. First Impressions Count 2. Clear Expectations Lead to Better Results 3. Stronger Client Retention 4. Reducing Frustration & Churn 5. Faster Time to Value So, What’s your Takeaway?
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Want to retain clients for the long haul? It all starts with world-class onboarding. Your onboarding process sets the tone for your entire client relationship. It's your chance to: Create a fantastic first impression Demonstrate your organization's strength and professionalism Collect necessary information smoothly Show appreciation for your new client When you nail your onboarding, clients will be amazed by your efficiency and attention to detail. They'll think: "Wow, I can't believe how seamless this process is!" "This organization really has their act together." "I feel appreciated and excited to work with this team." So, how do you create a world-class onboarding experience? Focus on: Streamlining your documentation and communication Setting clear expectations for the journey ahead Injecting appreciation and positivity into every interaction Get your onboarding right, and you'll lay the foundation for a long, successful client relationship. Don’t forget to follow so you don’t miss Pt 2 and 3 of ‘How to retain clients’! What's one thing you could improve about your onboarding process? Share your thoughts in the comments below, and make sure you tag or share this with someone you know who might find value in this message!
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🚨 Attention Business Owners! 🚨 Are client cancellations causing headaches for your business? You’re not alone, and there’s a way to fix this! Imagine a business where clients show up excited and ready for their appointments. You can make this happen with three easy systems that help reduce cancellations. Think about your clients feeling supported and valued from the start. By using automated reminders, a simple onboarding process, and regular check-ins, you can build strong relationships and keep your clients coming back. Want to learn how to set up these helpful systems? Check out the blog for all the tips and start improving your client experience today! https://lnkd.in/ghH9eNJH
Stop Being Ghosted! 3 Simple Systems to Prevent Unnecessary Client Cancellations
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