Sift Media Customer Experience Playbook

“In everything we do, we believe in inspiring
people to take the actions that improve their
lives and livelihoods every day”
CX playbook

1. Put people first
2. Stay focused
3. Obsess over audiences
4. Inspire action
CX playbook
5. Be curious
6. Measure what matters
7. Be honest
8. Have fun

CX playbook
4 pillars of client experience

2.
attention to detail
CX playbook

4.
roles &
responsibilities
CX playbook

At the point of sale
we don’t think
about products...
CX playbook

with clients, with each other
CX playbook

we’ve got our
delivery process
nailed.
CX playbook

and they
always deliver
CX playbook

clients feel they are
part of our
team.
CX playbook

examples of our
client experience
in action
CX playbook

CX playbook
we measure it like this

Happy with EOC report and insights included.
Followed up campaign to discuss results.
Wants to work with us again,
“seamless execution”
“easiest partner we’ve ever worked with”
Strong handover. Clarity around who looks after what.
What is needed when.
Did what we said, when we said we’d do it. - No chasing
Stats sent through regularly (weekly)
Happy with results - surpassed expectations
R - Sales
A - Pub
C - Editor / Campaigns
I - Finance / Mktg
R - Campaigns
A - Sales
C - Dev/ Editors/ Events/ Insights/ Sales/ Mktg
I - Publisher / Finance
R - Campaigns
A - Sales
C - Insights
I - Publisher / Finance
R - Sales
A - Sales
C - Campaigns
I - Publisher
Ex: Conceptual expectations
discussed,
Client measuring success by
registrations on their tracking
link - but no idea of volume.
Comms: meeting - follow up
emails & phone.
Ex: communicated in
handover. All v
smooth.
Comms: Email
Ex: did what we said when we said. results good.
A2D: Happy with report detail & insights
Comms: Weekly reports by email. No need for extra
comms (clients)
Ex: Met throughout campaign. Surpassed
sign up expectations
A2D: Happy with report detail. & insight
Comms: Email roundup with EOC report.
Sift Media customer journey map:
Meeting
Phone calls
Email
Handover email & kick off call.
Email with deadlines & reminders
Weekly email with report and recommendations
Mid campaign call
Event based touchpoint for successes / improvements
EOC report & email
Follow up call
R - Sales
A - Pub
C - Mktg / Campaigns / Editor
I - Campaigns
Initial ideas “brainstormed” in coffee shop.
Lots of insight / advice from us at this stage for
new ways to approach.
Handed over to delivery team client side to
deliver
Discussed expectations and some metrics.
Nothing v specific though as trying something
new - so didn’t know what to expect.
(based on real client feedback - July 2015)

rebookpre sale service deliverypurchase post delivery
Sift Media customer journey map:
“seamless execution”
“easiest partner we’ve ever worked with”
CX playbook

rebookpre sale service deliverypurchase post delivery
Sift Media customer journey map: CX playbook

and if things
go wrong,
a bit like
this...
CX playbook

our entire organisation is
committed to delivering
amazing client
experience
CX playbook

“I organised an editorial
education day to help my client
learn about content strategy.”
Stu, Commercial Manager, MyCustomer
CX playbook

CX playbook
“I take one of my
clients out for cake
every time we meet”
Bertie, Commercial Manager, SMB

“I gave one of our clients
advice on PR firms to approach
for their communications
requirements”
Neil, Editor MyCustomer.com
CX playbook

CX playbook
“I organised & hosted a
masterclass in proof reading
for my client’s team”
Rachel, Account Manager, Enterprise team

CX playbook
http://www.sweetieworld.co.uk/chocolate_bars/box_of_cadbury_crunchie_bars/
“I sent one of my clients
an entire box of
Cadbury crunchies to
say thanks.”
Ben, Publisher, AccountingWEB

CX playbook
“I make sure we provide an excellent
experience for event delegates with
dietary requirements - from vegetarians
to gastric bands”
Hannah, Events Coordinator

CX playbook
“I helped an applicant having technical
difficulties complete her competition entry
on time by manually typing her
application answers into our system.”
Triana, Marketing Programme Manager
CX playbook

CX playbook
“One our clients is a huge
Liverpool FC fan so we’re taking
them to Anfield next year.”
Stu, Commercial Manager, MyCustomer

“I delivered a presentation to
our clients on what makes
great content marketing and
what they should be aiming
for.”
Jamie, Editor HRZone
CX playbook

CX playbookCX playbook
“We created detailed
mockups and wireframes to
help a client visualise our
suggestions for a bespoke
campaign solution”
Kate, Project Manager

“I took one of our key
accounts to see a
West End show.”
Gemma, Head of Campaigns
CX playbook

CX playbook
“I set up a video recording
at our offices to help a
client who didn’t have the
resource in house.”
Yiuwin, Publisher, SMB

CX playbook
“I phone my clients to thank
them personally for survey
feedback.”
Helena, Campaign planner
CX playbook

“I build custom reports for clients to turn
their campaign results into meaningful
insights”
Clementine, Account Manager, AccountingWEB
CX playbook

“I sent my client a gift package
when she went on maternity
leave.”
James, Commercial Manager, MyCustomer
CX playbook

“I spent a whole day
working with different
teams in my client’s office
to really understand their
business”
Ben, Publisher, AccountingWEB
CX playbook

“I send boxes of
cupcakes to our key
agencies at Christmas.”
Alison, Head of Agency
CX playbook

and this is how we do client experience.
CX playbook

Sift Media Customer Experience Playbook

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Sift Media Customer Experience Playbook