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Think Like a Client Meeting Challenge
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Source: FIS Readiness Report 2021
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Lorem ipsum dolor sit amet, cum ne amet diceret, dicant posidonium complectitur mei ut. Quo audire contentiones ei, ut munere scribentur quo. Odio probo posse mel te, mea ad accusam voluptaria. Elitr homero deserunt in eos, et tale reprimique vix. In utamur mediocritatem conclusionemque pri, ferri nostrud vulputate ut sea.
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NOTES FOR DESIGNERS:
*On the Mobile Layout:
There is a drop down menu with section titles. These titles should be edited accordingly to the content.
Being client-led and client-focused is critical to our Future Forward.
Think Like a Client Meeting Challenge
As part of our commitment to putting the client at the center of everything we do, we are excited to introduce the ‘Think Like a Client’ Meeting Challenge. During the challenge you’ll have the opportunity to be the voice of your clients during your internal meetings to improve our overall client experience. This challenge encourages us to prioritize the needs of our clients, deepen our understanding of what our clients really want and inspire innovative solutions that contribute to their success.
Think Like a Client Meeting Challenge
Think about a good client experience you’ve had. What made it good? Perhaps it was the company’s dedication to go above and beyond to fix a problem for you or their effective and timely communication or personalization. Now, imagine bringing the same level of client-centric mindset to our own work.
What makes a good client experience?
Gain a deeper understanding of your clients and identify key actions and behaviors that will deliver a positive impact on our client experience
Achieve outcomes with speed and efficiency, which will contribute to
our collective success
Why have we introduced this challenge?
Leading this challenge means taking on the role of facilitating the discussion within your team meeting. Each leader can determine if they would like to facilitate the conversation and nominate a colleague who will be the voice of the client. It’s not important who facilitates, but our leaders should ensure the activity is completed. This challenge is for internal meetings only.
HOW TO LEAD THE CHALLENGE
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Learn more
It is important to assess each meeting contextually to determine whether the client perspective would be beneficial. These could include meetings for project planning, product development, strategy, service or process improvement, sales and business development etc. The Challenge is not intended for operational team meetings or 1:1s with your manager or other colleagues.
Select one colleague to be the client.
2
• Keeps the clients at the forefront of all our decisions.
• Helps us achieve better outcomes.
• Makes us accountable for our work.
• Improves the way things are done.
Explain to participants the importance of thinking
like a client.
1
Discuss the client’s thoughts.
3
Do not perform this challenge with any external clients. This is only for internal colleagues.
2.
What’s In It For Me?: This challenge will help meet your Client-Centricity goals for the year by increasing your awareness of how your work impacts internal and external clients for a deeper understanding of their needs. The outcomes can be used during your performance reviews with your manager.
It is recommended to perform this challenge twice a month. Each colleague should be in two meetings a month where they complete this challenge. After the meetings conclude, a Microsoft form will be completed in order to track the team’s progress.
a.
1.
Determine which meetings they will act
as the client.
3
FREQUENTLY ASKED QUESTIONS
View Questions
New to 2023, we’ve added categories for each goal to be aligned to in Workday. For anything related to supporting clients, we recommend aligning your goals to the ‘My Clients’ category. This Challenge works perfectly with setting your goals as you can tie in your focus on driving Client-Centricity for this year.
How does this connect to my goals?
It is recommended this challenge be conducted monthly until the end of the year connect. This allows you to tie in your focus on Client-Centricity into your year-end connect.
When do I need to complete this Think like a Client Meeting Challenge?
Contact Us
Please email FIS.Client.Excellence@fisglobal.com with any additional questions.
• Client-Centricity Training - Training Recap
• Client-Centricity SharePoint – More information
We encourage you to review the resources below for more information
on Client-Centricity:
How can I learn more about Client-Centricity?
Microsoft Form
The leadership team will use the responses to see how we can improve the client experience and shape the future of Client-Centricity trainings.
What happens to the Microsoft form responses?
6
3
2
1
HOW TO LEAD THE CHALLENGE
Microsoft form
75%
44%
13%
Learn more
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90%
60%
25%
Learn more
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Chart 2
Chart 1
Fill out the on outcomes
from the meeting.
• The meeting leader will decide when to discuss
your questions/comments.
• Encourage your colleagues to keep an open mind.
• Keep your feedback positive and helpful.
Discuss your questions and/or comments.
• Does this process/decision/solution solve our client’s problem?
• If the client could design this, what would it look like?
• What is the added value we delivered to the client?
• How will our work impact our client, and how can we add value?
• Is it easy to work with us?
• What is a realistic timeline for this project?
• Are we setting the client up for future success by clearly
explaining FIS processes and procedures?
• Are we holding ourselves accountable?
• What does success look like?
• Will the client be asked to pay for this fix/change/feature?
Listen to the meeting and write down or think about any questions you may have as a client.
We compiled a list of starter questions below
for both internal and external clients.
Introduce yourself as the client.
3
2
1
1
HOW TO BE THE CLIENT
Microsoft form
Click here to see what our Client Advocates have to say about Think Like a Client.
4
What does the worst outcome look like?
5
Learn more about the
Client-Centricity program.
Click here
During the meeting, think from the perspective of the client and what questions they would have. What would serve their goals? Would this improve their experience?
What does the best outcome look like?
What’s in it for you?
When our clients succeed, we all succeed. By actively participating
in the challenge, you have the opportunity to:
How does it help to think like a client?
a. You can choose to leave 5-10 minutes at the end of the meeting or have the
client provide feedback throughout.
i. Leaders, please remind the colleague playing the client to fill out the Microsoft form.
Review the list of starter questions to get you started.
at a glance card
At a glance card
At a glance card