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    • ABOUT CLN
      • Join CLN
      • Young Professionals
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    • SERVICES
      • Client Experience
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    • CONFERENCES
    • MEMBERS ONLY
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      The Construction Leadership Network’s Client EXPERIENCE Program (CEP) seeks to obtain critical client feed-back on service delivery performance throughout the life cycle of a project. Our unique approach is to drill down our analysis to ensure feedback on two critical factors – WHAT your client rates their experience with your service as and WHY. This powerful combination of data provides your company the foundation for determining actionable service improvement strategies to implement. Our goal is to provide you the tools to elevate the quality of your customer experience in order to directly impact your customer retention, loyalty and profitability.

      How can This Benefit You?

      • Very few companies request this level of detailed feedback from their clients which can set you apart from your competition
      • Critical information received early on to ensure team effectiveness and ability to make timely improvements
      • Feedback can be used to assess employee’s performance
      • Quantifiable information to utilize in company strategic planning
      • Support from CLN to decipher client feedback and create action plans
      • Annual results report and debrief by CLN industry experts
      • Results can be leveraged for marketing initiatives

      Process

      Kick-off_Icon

       

      Initial Kick-off meeting to understand company profile

      • Company type (GC, Mechanical, Electrical etc.)
      • Annual revenue
      • Geography (office location and work area)
      • Business market sectors
      • Staff make-up
      • Company performance over the last 3 years. 

      Goals_Icon

       

      Program goals developed

      • Frequency of surveys
      • Project Stakeholders to be surveyed
      • CEP interview tracking schedule
      • Development of KPI categories and questions:
      • Key team member performance
      • Company performance
      KPI_Icon

      Development of KPI categories and questions: 

      • Key team member performance
      • Company performance
      Development_Icon

      Development of Initial Client experience notification letter

      Client_Calls_Icon

      Client calls scheduled based on CEP tracking schedule

      Notification_Icon

      Immediate notification of any major challenges and actions required

      Follow-up_Icon

      Quarterly follow-up meeting to review client feedback

      Annual_Report_Icon

      Comprehensive annual report provided

       


      Typical Project Fees

      Tiers based on Projected Number of Interviews

      Program Development Session

      TIER 1 // 1-10 INTERVIEWS 

      TIER 2 // 11-22 INTERVIEWS 

      TIER 3 // 21-30 INTERVIEWS 

      TIER 4 // 31+ INTERVIEWS 

      Contact us for a customized quote and full program details
      *plus travel fees, if applicable

      Contact CLN

      CLN Program Administrators

       

       

       

       

       

       

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