With the implementation of the Customer Communication Team in 2021, the focus has been on enhancing the shareholder experience through analytics, technology and applying good old-fashioned, customer service sensibilities.

Our methodology is simple: Analyze, Implement, Monitor, and Repeat (AIM).

Analyze

Every aspect of the shareholder experience is fair game. If you’re not sure where to start, look at the highest volume touchpoints and simply ask “why.” Then it’s a matter of counting and corresponding the occurrences and determining the desired result.

Implement

The cornerstone to an effective implementation plan is good communication and documentation. As with any well- laid-out plan, be ready for the unexpected. Additional opportunities will be quick to show themselves.

Monitor

Diligently monitor the shareholder behavior and measure the results against the objective. While a “Big Bang” enhancement is always desired, the change will more likely be small and iterative. Take the “Small Wins” and keep going.

Repeat

Repeat what worked and modify what did not work. Consistency is key. This is an evolutionary process in perpetuity.

Fail to Prepare, Prepare to Fail!

Written by John Torres

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