XBIZ World is pleased to present “Execs of 2018: The Year in Review” — a special showcase of the trends and strategies that drove success in 2018.
The industry's unsung heroes, account executives serve as the helpful face of a company and play a key role in any business’ success.
Each of the account executives we spoke to is among the finalist nominees for the digital edition of the 2019 XBIZ Exec Awards. Representing a variety of the industry’s most respected brands, the Account Executive of the Year nominees share their take on their favorite technique for driving client satisfaction this year.
What was your favorite technique for driving client satisfaction this year?
Matthew Mund
MobiusPay
“Unfettered access and open communication, hands down, has always been the cornerstone of the MobiusPay concierge-level of customer service we provide. Responsiveness, understanding, and guidance is the triad of our success. In a rapidly-evolving climate, our clients rest assured knowing that we are ahead of the curve and that we make ourselves available to assist them with any project or task they may be facing. Our clients know that they are not alone and that we are here to help them succeed, and that is what sets MobiusPay apart from the competition.”
Kristi Greer
Segpay
“It may sound obvious, but it’s regular communication. Staying in contact with clients and listening to make sure our platform has everything they need is a simple technique, but it works. We consistently ask clients for their feedback to ensure we are creating and enhancing the features they need most.”
Chris Rodger
Payze
“I would have to say that we at Payze attempt to understand the business of our clients and advise them accordingly where practical. Creating a good relationship between us and our clients is paramount. Getting to know what they sell, how they sell it and giving them the tools and advice on how they can make more money. We consider ourselves their partners, and we want our partners to be as successful as possible. Creating better bonds and relationships means we feel that their success is our success also.”
Dave Scott
Sex.Cam
“I have three: Sell convenience and reliability through service, service, service. Members expect ease and accessibility, so our brand has to constantly find inventive ways to make our services available and accessible to all users. Know the members. Promote an informal communication flow with each member to humanize the brand. You want members to find your brand to be relatable, so have an interaction history readily available within your support channels. Send personalized messages on important dates like birthdays. Send emails and consistent newsletters and begin each communication with their first name and for key members, send personal and branded materials to build brand loyalty where possible. This can inspire referrals to other potential clients and expand your brand visibility. Finally, welcome members’ feedback. Feedback should be taken seriously and when reasonable be implemented. When a member’s feedback has been implemented, communicate with the member that you have listened to them and as a result, added their suggestion to your business.”
Wendy Nelson
Netbilling
“My favorite technique for driving client satisfaction is through continuous communication and availability. As in most aspects of life, strong communication keeps relationships in good standing. The same can be said for client relations. Strong customer service is certainly one of the most important attributes of a company, with strong communication and availability being at the top of any clients list. I pride myself on strong communication and availability from the start to support a positive client experience.”
Marissa Ataliotis
ImLive
“This year and every year, I focus on maintaining a strong business relationship with my clients. Because of this, a lot of my clients have become friends — and this always proves to produce valuable long-term business.”
Kira Basciano
JuicyAds
“My favorite technique for establishing and maintaining a client’s satisfaction is both technical and personal. It’s always important to ensure that each client has the appropriate targets, budgets and ad types for their individual products in order to build successful campaigns at JuicyAds. However, I find it just as important to remember that you are working with people and not just companies or accounts. Taking a few minutes each day to speak with your clients on a personal level can make a huge impact. Sharing thoughts, ideas and even just casual conversation over a meal at conferences really helps solidify priceless long-term business partnerships.”
Stephanie Hall
Grand Slam Media
“For me, I find that being available is the number one driver of customer satisfaction. It’s such a small thing, but a timely and honest response to all inquiries goes a long way. People really appreciate getting answers when they’re at it and ready to work.”
