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Response - Business Development Achievement of the Year


Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Response, Lindon, UT
Company Description: Response is a global, adult education company, based in Utah, teaching portfolio diversification through real estate, stock and options trading, and alternative asset investing. With is 400+ employees, Response serviced over 12,000 new customers in 2018, with 98% of its surveyed customers providing a "would recommend to a friend" rating. We owe our success to our customers and employees.
Nomination Category: Business Development Awards Categories
Nomination Sub Category: Business Development Achievement of the Year - All Other Industries

Nomination Title: Biz Dev

Tell the story about this organization's business development achievements since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: REDACTED FOR PUBLICATION

Response Marketing Group, LLC (Response) loves big wins. However, it also lives by the 1-degree difference principle, in all business aspects. It knows that often a little difference makes all the difference. At 211 degrees water is hot, but at 212 degrees, water boils. Response looks for the 1-degree difference in its customer experience.

Response provides technical real estate, stock and options, and asset protection training to its global community. Last year it trained over 10,000 new customers with its over 600 full-time employees and independent contractors. Through its partnerships with industry-recognized experts, Response customers find that life-changing results are possible.

This success is updated monthly on for customers, employees, and others to review and audit. Supporting this initiative, Response became a predominant agent and founding member with the self-regulating association, Electronic Retailing Self-Regulation Program (ERSP) administered by the Council of Better Business Bureaus, Inc (BBB).

Some of the metrics attesting to its outstanding customer experiences are:

- 90% of all calls answered in 90 seconds, with over 500 calls a day;
- 4.8+ stars out of 5, with 50,861 customer surveys;
- 97% “would recommend” satisfaction rating;
- Over 80% of customers have measured, quantifiable success.

Mere happiness and satisfaction are never enough – Response wants to go further and understand how its students ultimately found what they were looking for. The statistical outcomes shout praises to Response’s team however, Response is not satisfied with just knowing that a customer completes their program. Response wants to know that customers are 100% satisfied. As such, Response reaches out to all customers one year after program completion, to evaluate and identify successes and challenges. If necessary, Response will extend a helping hand to those struggling to achieve their goals.

Response launched several 2018 strategic initiatives, supporting its 1-degree principle:

After months of research, Response upgraded its internal Learning Management System (LMS) to SAP Litmos Learning Management System (Litmos). Litmos supports its entire employee and customer community. Customers now have access to learn from virtually any device at any time of the day or night. Customers can search topics and courses, resume where they left off, are complete pre- and post-assessments on concept mastery; they can receive accountability reminders and badges to keep them engaged and motivated.

Response raised the bar for its trainers, moving from an internal certification program to also include an external certification through the International Association of Coaches (IAC). IAC is an independent, coaching certifying body that inspires the application of coaching standards and competencies. All respective trainers have passed the Masteries Certified Practitioner (MCP) exam, demonstrating mastery of IAC’S eight core competencies. By August 2019, all respective representatives will also achieve certification at either a Certified Masteries Coach (CMC) or Master Masteries Coach (MMC) level.

No customer is ever left behind! Response now has a clear understanding of each customer’s educational progress. Through Microsoft Dynamics dashboards, each customer has a “Roadmap to Finish” profile. Response’s customer engagement managers review each profile, with the respective customer service representative, coordinating any needed customer outreach for those not progressing to plan.

Response added Zendesk’s chatbot to its customer support arsenal. This simple, yet impactful, tool provides its customers another convenient way to interact with a team member.

Through the implementation of Calendly, Response increased its initial new customer orientation contact rate from 56% to 94%. This has increased customer retention rates 3% and onboarding feedback scores by 4%.

For the first time, Response embarked on a comprehensive customer outreach campaign creating a Customer Advisory Board. It grew this Board to over 1,813 customers in less than a year. The Board provides insights into its new products, services, and curriculum development ensuring relevancy and usability. Response has regular engagement with its board members, many of which have completed their courses and want to pay it forward. Talk about a loyal customer base! All willing to actively participate for free!

How does Response stand out from its competitors? With its employees, partners, and in leading the charge with the Better Business Bureau in advancing meaningful self-regulation. Response sees and practices the 1-degree difference. Indeed, Response is committed to making the customer its greatest asset.