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Michelle Irving - Sr Vice President of Customer Experience, Adwerx

  1.   Be People-Centric:  Being focused on the well being of your team as well as the health of your customers creates a team environment that is enthusiastic about providing exceptional customer service.  It’s all about the people we work with, internally and externally.
    2.  Seamless Onboarding:  Creating a seamless onboarding process sets your team and your customers up for success immediately following the close of the sales process.  It is important to begin building confidence right away, and the onboarding phase of the customer journey sets the tone for the relationship going forward.
    3.  Anticipate Customer Needs:  It is important to remember that our customers are juggling many different things.  Working with them as a trusted advisor is important to make the time they spend with their account manager valuable and worthwhile.  We need to listen and through listening, anticipate their needs to be proactive with solutions, ideas and support that makes their lives easier and reinforces the value of what we are delivering.

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