Transcript
Page 1: Communication Dna Solutions Overview   Portrait November 2011

www.dnabehavior.com © 2011 DNA Behavior International

 

Communication DNA® Solutions Overview

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DNA Behavior International

KnowEngageGrow…

for Building Sustainable Performance

What Steps Are You Taking To Build Relationship Performance?

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DNA Behavior International

Live withMeaningTM

What Steps Are You Taking To Bring More Meaning to Your Relationships?

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Start Engaging Others."Once a human being has arrived on this earth, communication is the largest single factor determining what kinds of relationships he makes with others and what happens to him in the world about him” -Virginia Satir

Have more engaging family, business and advisory relationships. Complete the Communication DNA Discovery Process.

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Products and markets are the same. However, people relate and communicate differently.

Behavior Drives Relationship Performance. The unique innate behaviors and preferences of individuals

trigger different reactions and decisions.

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Are you Ready to Discover Your Communication DNA Style?

Communication DNA Discovery uncovers your natural preferences for how you wish to be communicated with by others. This is powerful information for you to know and also for others to know in building personal and business relationships based on greater trust and knowing what is important.

For different people interacting such as couples, families, business partners, teams, client service or any other person in a relationship, the Communication DNA Discovery Process helps to highlight the differences and provide a pathway for communicating on each other's terms.

Communication DNA Report

Communication DNA Insights Include:

• Natural communication style

• Preferences when communicating with others

• Life needs

• Information requirement

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DNA Relationship Performances increases the emotional engagement of your clients and employees.

Improve the Emotional Connection.Our Enterprise Solutions help business and organizations

increase engagement of their clients and employees.

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“Know, Engage and Grow Your Clients” for an Annual Cost of $10 or Less Per Person

Through DNA Relationship Performance, learn how others relate differently and improve your level of emotional connection to build your corporate memory through: -Tailoring Communication-Improving Emotional Connection-Customized Experiences

The DNA Relationship System enables businesses and organizations to build higher levels of emotional engagement by connecting the behaviors and preferences of clients and prospects to the right advisors, clients and choices via your website and business technology systems.

We help businesses and organizations achieve a greater emotional connection with their clients with Enterprise Solutionsincluding:

• The Premium Communication DNA Report for keys to tailor communication to each of your clients and employees

• The DNA Customized Experience ReportTM for insights to provide customized experiences to your clients and employees

• The DNA Client ServiceTM Report providing insights to create unique client workflows

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The DNA Relationship System Solutions for Building Emotional Engagement

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Increasing Client EngagementOur belief is that client satisfaction means that the service is being

delivered well at a rational level. Independent research by the Gallup Organization shows that the clients (and the employees) must be emotionally engaged if they are to be retained for the

long term.

Emotional engagement goes beyond client satisfaction.

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The 2009 Gallup Research shows that when clients are fully engaged and have a strong emotional connection to the business, they deliver an average 23% premium in terms of share of wallet, profitability, revenue, and relationship growth over the average client. Businesses that simultaneously engage BOTH their employees, and clients emotionally are likely to experience up to 2.4 times increase in financial performance.

This is why we emphasize customization of the service experience through tailored communication, implementing a unique client service approach for each client and tailoring the solutions provided based on the client’s unique Communication DNA Style.

We believe that the measurement of the DNA Relationship System’s performance should be on increased client engagement as this will lead to significant gross revenue and productivity improvement. We will work with you to more specifically define the indicators of increased client engagement.

Emotional engagement goes beyond client satisfaction.

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In this new behavioral economy, increased client engagement should be the focus.

Are Your Clients Engaged In Your Business and Services?The ability to fundamentally transform the performance of your business will come from your ability to tailor communication to

different client styles and customize the client experience.

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Some Increased Client Engagement Indicators

We measure the success of our approach through the strength and recent occurrence of the following types of client engagement indicators:

1. Providing referrals and recommendations

2. First inquiry calls

3. First or additional client meetings

4. Purchase of additional services

5. Purchase of new service offerings

6. Attendance at events

7. Responds to company communications

8. Treats company team well

9. Demonstrates trust in team

10. Completed a service evaluation

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The Process for Building Emotional Engagement with Your Clients

There is a Consumer Report for the client (optional) and then more extensive Enterprise Reports with comprehensive data are available to the organization.

Reports include: DNA Client Experience Report, DNA Client Workflow Report, DNA Sales Adaptation Report, DNA Customer Service Role Report, DNA Client Segmentation Report

The DNA Relationship System uses the Communication DNA Discovery Process which can be seamlessly integrated into your organization’s other data gathering processes.

The responses to the questions are processed by the DNA Discovery systems with reports produced segmenting the clients into 4 primary categories.

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How it StartsOur turn-key online relationship system seamlessly connects the preferences of your clients and prospects to the right employees and solutions via your website or intranet and CRM.

A Turn-Key Online DNA Relationship System

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Direct your communication and marketing to specific clients based on who they are.

Segment Your ClientsImagine if each time a telephone call came in, the team automatically knew who should pick it up, then how to

communicate with the client on the line. Imagine knowing which clients will prefer to be given very detailed information from the start and which clients will want you to get to the point quickly.

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Match the unique behaviors and preferences of your clients to employees and the solutions offered.

DNA Client Segmentation Report™

To help determine the ideal client match

When clients complete the Communication DNA Discovery Process, their responses to the questions are processed by the DNA Discovery systems with reports produced segmenting the clients into 4 primary categories.

Our validated Communication DNA Discovery Process and Reports provide specific insights into how you can customize the client experience, create the client workflow and adapt your selling style based on knowing the Communication DNA Style of the client.

Also, have each of your employees complete the Communication DNA Discovery Process so that you can match your clients to a team member that has a communication style is most similar to theirs.

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Powerful Strengths Based DiscoveryPeople like talking about who they are, particularly if it starts with their strengths. Let your clients know that you want to recognize their communication strengths and provide them with the highest

service.

Addressing a person’s strengths opens communication.

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Tailor Your Work FlowsStaying in touch with clients is often time consuming and

expensive. The DNA Relationship System provides the natural preferences of each communication style so you can keep in contact with your clients in the most cost and time efficient

manner.

Customized Workflows Made Easy

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Tailor Your Work Flows.

Easily navigate your client workflows with our specific workflow guidelines for each of the four Communication DNA Styles.

Which of your clients should receive monthly calls as opposed to quarterly? Which clients would prefer a call with management to a call with the service team?

Using our specific workflow guidelines, allocate your marketing dollars to the most effective marketing strategies of your business.

DNA Client Service Report™Systemized workflows for your

clients.

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Provide Customized Experiences“Know Your Client” to provide custom fit service. Using the DNA

Relationship System your representatives will deliver a consistent message that is customized to each client’s unique preferences.

Provide customized experiences to your clients for life-long engagement.

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Life Need:

Lifestyle

Financial Approach:

Spending

Risk Approach:

Set Boundaries

Communication Preference:

Enthusiasm, Broad Facts

Information Requirement:

Graphics

Service Delivery: InteractiveService Provider

ClientLifestyle

Communication DNA Style

Communication DNA Insights

Service Provider can access the client’s Communication DNA data through his email, the firm’s CRM system and the DNA Discovery

Administration system.

The DNA Relationship System enables businesses to use

Communication DNA findings to cater communication to a client’s

preferences and easily structure their approach and messaging to convey their offering in a way that appeals to

the client.

Provide customized experiences to your clients for life-long engagement.

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Solution MatchingAll of your clients have their own unique preferences and desires.

The DNA Relationship System allows you to make a better immediate judgment on which product meets the needs of your

clients and how your business can better serve each client.

Match Clients to the Right Solutions

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Segment your marketing and product/service offerings to connect your client with the right solutions. Your business will be able to speed up the prospect conversion stage while providing a customized experience to all of your clients.

When you use the DNA Relationship System, you will discover your client's life and financial motivations, so that you can make confident decisions about which products and services would be the best fit for them. 

Save time for yourself and your clients by offering the right solution the first time.

Match Clients to the Right Solutions

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Customized MessagingUsing the Communication DNA data, we are able to provide email

templates to help you add more meaning to your marketing messages and enhance the relationships with your clients and

staff at the same time.

Send Personalized communication to your clients based on Communication Style and interests.

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We can provide custom messages for your business or you can simply choose premade messages in the areas of: Engaging Passion at Work, Building a Quality Life, and Inspiring Leadership

Whatever your industry, we can help you customize the experience for your clients based on their Communication Style to help you increase engagement in your business and build your corporate memory.

“Today, ‘walk the job’ to establish if everyone is committed to your vision.”

Help your clients and employees to grow while developing an enhanced relationship with them.

Messages to Inspire and Encourage

“Today, take steps to ensure your contribution to a discussion is listened to

and valued.”

Engaging Passion at Work

“How can you use your distinctive personality to add value to your team?”

Building a Quality Life

Inspiring Leadership

Send Personalized communication to your clients based on Communication Style and interests.

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A person who is focused on goals is interested in opportunities to expand their world. What goals are you working towards?

Is Your Communication Style Goal-Setting?

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• Communication strength: Comfortable speaking directly and candidly

• Provide options when communicating - give alternatives, enable person to make the choice

• Get to the bottom line Additional information about each Communication DNA Style is available after completion of the Communication DNA Discovery Process.

A person who is focused on goals is interested in opportunities to expand their world.

Unique communication keys for a person with Goal-Setting Communication DNA Style include:

Goal-Setting Communication DNA Style

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A person who is focused on lifestyle desires engagement, openness and making connections. Who do you enjoy networking

with?

Is Your Communication Style Lifestyle?

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• Communication strength: Open, engaging and communicates with enthusiasm

• Use verbal communication – telephone them, provide audio’s

• Openly express thoughts and opinions Additional information about each Communication DNA Style is available after completion of the Communication DNA Discovery Process.

A person who is focused on lifestyle desires engagement, openness and making connections.

Unique communication keys for a person with Lifestyle Communication DNA Style include:

Lifestyle Communication DNA Style

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A person with a need for stability is interested in safety and living in a calm environment. How do you spend time with your

family and community?

Is Your Communication Style Stability?

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• Communication strength: Conveys empathy and warmth when communicating

• Speak in a Calm Manner – talk with an even tempo, minimize tension, be relaxed

• Use a Soft Tone 

Additional information about each Communication DNA Style is available after completion of the Communication DNA Discovery Process.

A person with a need for stability is interested in safety and living in a calm environment.

Unique communication keys for a person with Stability Communication DNA Style include:

Stability Communication DNA Style

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A person with a need for information likes to analyze and focus on the tangible. What research do you perform to make a

decision?

Is Your Communication Style Information?

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• Communication strength: Good at providing specifics and details

• Provide facts when communicating – enable them to analyze, support statements with research

• Closed-ended questions

Additional information about each Communication DNA Style is available after completion of the Communication DNA Discovery Process.

A person with a need for information likes to analyze and focus on the tangible.

Unique communication keys for a person with Information Communication DNA Style include:

Information Communication DNA Style

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Sharing Builds Trust Openly sharing with others builds communication and trust. Share

your Report with the people you interact with.

How are you building your RELATIONSHIPS?

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Building Relationships

When it comes to building meaningful and successful relationships with your family, friends, colleagues and clients, effective communication is foundational.

Are You Building Sound Relationships? The quality of your relationship with any person has a direct impact on the quality of decisions that get made.

How Do You Naturally Communicate?You naturally communicate based on who you are and how you see the world. Of course, how the other person hears the message depends on who they are. So often there is a gap that needs to be bridged between “what was said and what was heard”. Close the Gap.

Learn How To Improve Your RelationshipsUnderstand communication preferences and life perspectives to:

• Communicate with others on their terms • Navigate differences more easily • Build greater trust in all of your

relationships • Connect more quickly with others • Understand what motivates you and

others  

Knowing your own Communication Style is the first step in working towards effective communication with others.

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Contact us

DNA Behavior International5901-A Peachtree Dunwoody Rd

Suite 150Atlanta, GA 30328

(770) 274-0311

[email protected]://www.dnabehavior.com


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