DNA Behavior Performance Blog | Client Engagement

Management Principle: Engage

By Dean Harbry - Internal Innovations ⋅ November 15, 2011 ⋅ Post a comment

Learning how to engage others properly is a professional management skill. The ones who do it well have sound judgment, pure motives, and a good understanding of human behavior.

The Rules of Engagement

By Peggy Mengel ⋅ November 2, 2011 ⋅ One comment

Everyone is talking about client engagement, but what are firms actually doing about it? Client engagement is not just about “good feelings”; it has emerged as the #1 driving factor in revenue growth.

It Really is All About ME

By Peggy Mengel ⋅ October 12, 2011 ⋅ Post a comment

I like transactions that are easy, effortless and fun. But how would a call center employee know that about me if they haven’t had frequent interactions with me? And furthermore, what difference does it make?

The Anchored Implementer

By Hugh Massie ⋅ September 19, 2011 ⋅ Post a comment

Naturally consistent and experience-driven people will be “Anchored Implementers” who are able to focus on a plan but may overvalue proven strategies.

The Risk-Taking Optimist

By Hugh Massie ⋅ September 9, 2011 ⋅ Post a comment

Naturally daring and courageous people will be “Risk Taking Optimists” who are prepared to take opportunities but may take unnecessary risks at times.

Know Your Client

By Malcolm ⋅ August 31, 2011 ⋅ Post a comment

In our conversations with service providers we regularly ask our clients: “How well do you know your clients?” On many occasions the typical response is “I know my clients pretty well– they’ve been with us for ‘x’ years”. In our experience that retort is not always the response of the service provider’s clients.
The rules are [...]

Providing Unique Client Experiences

By Hugh Massie ⋅ August 25, 2011 ⋅ Post a comment

Adapting to different communication styles is very important. However, the real game changer is customizing the client experience. How can the knowledge of Communication Styles be used to customize the service experiences for each client?

The Team Adapts to Different Communication Styles

By Hugh Massie ⋅ August 9, 2011 ⋅ Post a comment

This post is part 7 of our 8 part series on increasing Client Engagement from our Client Relationship Performance in the New Behavioral Economy White Paper. The insights will demonstrate in practical terms how to apply predictive behavioral insights to tailor client communication [...]

Whole Brain Business Plan

By Peggy Mengel ⋅ August 2, 2011 ⋅ One comment

I recently read an article, “The Success Formula”, that talked about the future direction of businesses. Here’s an interesting trend: hiring people not because they fit in a “box-like” job description, but because they have the skills and talents that matches the company’s mission and vision.

Clients Enjoy Participating in DNA Discovery

By Hugh Massie ⋅ July 13, 2011 ⋅ One comment

The reality is people do enjoy learning about themselves. It is liberating for them to know what their strengths are and the struggle areas. The key point is that the client feels understood.

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Client Engagement