CLIENT JOURNEYS
22/10/24, 22:40
CLIENT JOURNEYS
CLIENT JOURNEYS 🎯 Empower Client Advisors to engage with prospects and clients with the perfect mix of automated communications and 1-to-1 personalized contacts. Benefit from Artificial Intelligence to assign clienteling activities at the best time for clients, suggesting the best opportunity.
What is a Client Journey? A Client Journey is an architecture of touchpoints organized around a defined situation and the goal pursued. Each touchpoint, whether carried out automatically or instigated by the Client Advisor in response to the previous step.
How are Client Journeys useful? Client Journeys are designed to maximize contact opportunities with clients based on their previous contacts with the brand. Client Advisors are involved in three main Client Journeys:
👉​Be Local 👉 Climbing to the Top 👉 Welcome to Club Fendi The journeys are composed of a list of 1-to-1 activities uploaded for Client Advisors in Heaven and one-to-many automatic communications. This blend of communication types and channels has many advantages: https://fendi.sharepoint.com/sites/CICERO/SitePages/Client-Journeys.aspx
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CLIENT JOURNEYS
- Streamlining the number of contacts between the brand and clients
- Limiting the risk of overwhelming clients
- Fostering continuous or renewed interest from clients
- Optimizing the time spent by Client Advisors engaging with clients and prospects
How can Client Advisors contribute? In their Heaven-based To-Do lists, Client Advisors receive activities linked to the journeys and are expected to: Carry out the action with a client-centric approach, highlighting the benefits to the client. Review the client information in Heaven, including the preferred contact channel and the purchase history to identify potential topics to mention. Use the template available for the contact and personalize it as much as possible. The minimum requirement is to insert the client's name and get them to sign it. Adapt the vocabulary and the tone of the message based on the kind of client relationship you have, not too formal for clients you have known for years and have a "friendly" relationship with. Complete the activity on time, respecting the deadline if any.
https://fendi.sharepoint.com/sites/CICERO/SitePages/Client-Journeys.aspx
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https://fendi.sharepoint.com/sites/CICERO/SitePages/Client-Journeys.aspx
CLIENT JOURNEYS
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Source: CLIENT/CLIENT ACTIVATION/CLIENT JOURNEYS.pdf