Step 1 of the process
Client Relations Manager holds a meeting with the Strategists to go through this spreadsheet answering all questions for all their clients.
Step 2 of the process
Review and make sure that at least one of the following criteria is met:
- Word of mouth (referrals, reference interviews to prospects, online reviews, testimonials or case studies, speaking at our events)
- SLA performance (responsiveness, sign off on time)
- A gesture of goodwill (conflict/complaint resolution)
- Trust (accept our recommendations, treat us as partners)
Step 3 of the process
Create a doc/mail to send to all clients about the bonus points.
Step 4 of the process
Client Relationship Manager to inform the clients if they have been given bonus points and how we propose to use them.
Step 5 of the process
Client Relationship Manager to make a video with the whole team to say thank you.
Step 7 of the process
Client Delivery Team to create social posts celebrating the bonus points.