October 11, 2011

International Interest in EOS CCA’s ‘Hearts and Minds’ Initiative

Providing excellent service and customer service is a common corporate concern, given the state of today’s economy and the focus on customer retention.

At the International Communications and Marketing Meeting recently held in Hamburg, Germany and themed “We like to move it!”, Candice O’Brien, Senior Vice President of Strategic Business Development, EOS CCA, explained the “Hearts and Minds Initiative and the Organizational Design behind It.” This initiative is EOS CCA’s pioneering client care program, designed to support and retain EOS CCA clients, while also acting as a consultative resource.

Providing excellent service and customer care is an EOS CCA core value, a cornerstone of its success, and one of the key components of EOS CCA’s “Hearts and Minds Initiative,” according to Ms. O’Brien. The program is more than a simple client care program; it also offers advisory services and a forum that provides for a full understanding of our customers’ business challenges, in turn leading to trusted, customized solutions that work!

Launched in September 2010, the Hearts and Minds Initiative provides a number of benefits including:

• ensuring quality relationships with clients;
• maintaining contact with and communicating with them; and
• providing insight into opportunities and problems.

Speaking to a group of executives from over 20 countries across Europe and Asia, Ms. O’Brien explained that four components were key to customer care, including:

• Face-to-face meetings to better understand each client’s needs and to provide consultative services and answers to tough business questions.
• A team-oriented approach to meeting each client’s needs.
• Emails, mailings and other communications that update our clients about EOS CCA and inform them about industry-related news.
• Annual Quality Satisfaction Surveys (QSats), which provide a means for EOS CCA clients to communicate requests, concerns, and opportunities to EOS CCA.

EOS CCA Senior Vice President Candice O’Brien said “EOS CCA’s Hearts & Minds Initiative is headed by Kevin Bennick, our Vice President of Client Relations and an industry veteran who has been with us almost 15 years. This program is for and about our clients, and making sure they have access to the latest innovations and best solutions.”