When is the best time to start the renewal conversation?

· A minimum the renewal conversations should happen three months out from the renewal date.· A minimum the renewal conversations should happen thirty days out from the renewal date.· Once the client’s existing engagement has come to an end.· When the client brings up that they are planning for the next year.

Fill in the blank: The weekly pulse is a ________ sent out _________ designed to keep everyone involved on top of ____________.

· short weekly digest, after an action item is completed, bugs and issues with the newly launched action item· short weekly digest, at the beginning of the week, exactly what is going on in the engagement· short weekly digest, after an action item is completed, the experiment results· detailed report, each week, the roadmap for the rest of the quarter

Imagine you’re working with the CMO at a telecommunications company. The theme for the quarter is “Optimize”? and your team is currently focusing on “personalization”?. In the monthly planning workshop, your client requests your team to create a video for the “About Us”? page because the company’s CEO thought it would help improve the page. Which of the following is the best question to ask in order keep focused on the current theme and focus area?

· “Who needs to be involved in developing this video?”?· “Help me understand how this directly impacts our goals.”?· “Can you send me some examples to better understand what you’re looking to create?”?· “Where else could we use this video to help promote the brand?”?

Your team is in month fifteen of continuous improvement with a manufacturing company. Your current theme is “Expand”? and you’re team is focusing on building new “Digital Products”? onto their website. Your client is pushing to have your team to create a new “team member profile”? template and add all the company’s team members into the about us section. Which of the following would be the BEST option to complete their request while still making progress on the initial goals.

· Deny their request and explain that it is outside the scope of the current engagement.· Keep the client happy by implementing their request. To stay within capacity, you will remove a number of already planned action items from the current sprint.· Teach the client basic templating and coding so they develop the new template and launch it by the end of the month.· Sell them additional points for this month so you can fulfill their request and still implement all of the originally planned action items.

True or false – It’s important to incorporate as many “hacks”? and “best practices”? into your website as they have already been proven to work.

· False – It is better to focus your time on implementing paid advertising to drive more traffic to the website.· True – Implementing hacks helps your team save time and drive big results.· False – Although there will be some easy to implement items directly after launch, true growth comes from big ideas, a solid process, hard work, and time – not quick hacks.· True – We are always looking for high-impact, low-effort ways to boost results and implementing as many “hacks”? as possible is a great strategy to do that.

Imagine you are just finishing the launch pad website for a client. Their CEO isn’t sure what will be done in the continuous improvement stage. She requests a detailed plan for the remainder of the engagement (six months) on exactly what will be built. Which of the following is the best way to respond to this request?

· “No problem. Our team will compile a list of the action items we plan on implementing and send them over for your review and approval.”?· “We always want to be working on the most impactful items. Because we continuously collect data, new user learnings, and the business changes, it is impossible for us to know what will be the most impactful items to work on three or six months from today. I’m happy to send you the current roadmap which details the next two months and then high level direction after. Also, these are always subject to change.”?· “Our goal is to implement the highest impact action item at any given time. To do this it can be difficult to know exactly what we plan on implementing each month, however, we can make an exception this time and see how it goes. We will send over a list of all of the action items for the next six months.”?· “Because you are reaching the end of your engagement, we will likely shift our focus towards inbound marketing. We can send you list of the deliverables from our inbound marketing engagements and we can schedules a call to discuss further.”?

Which of the following is NOT a client service outcome your service team should work to achieve in the continuous improvement stage?

· Build an impressive wishlist and roadmap full of high-impact ideas.· Continuously be searching for and implementing as many best practices and hacks as possible to drive month-over-month big wins.· Keep the client focused on growth, not shiny objects.· Balance multiple Growth-Driven Design client engagements at once.

Imagine you’re working on a client’s launch pad website. Three weeks from the proposed launch date, the client comes to you with an idea for a new section on the website they would like to implement for the initial launch. How should the strategist respond to the client’s new idea?

· Ask a series of questions to understand more about the new idea, then strongly recommend that all new ideas be considered and built after the initial launch pad goes live.· Talk to your team about the effort required to implement the client’s new idea. Then slide the launch date back the required five days to implement the new idea.· They should wait to mention any new ideas until after the first six months because the launch pad and first six months of the continuous improvement cycles are already planned out.· Include the new section into the initial launch pad because the client promised to quickly get you great content for the section.

Which of the following tactics should be integrated into the conversations early and often when talking with clients about their launch pad websites?

· Educating and reminding the client that your team will be removing the vast majority of the content from their website.· Recommendations for regular bi-monthly action item check-ins with the client’s CEO.· Educating and reminding the client that the launch pad is simply the starting point and the team will continue working on anything that doesn’t make the initial launch.· All of these should be incorporated into conversations early and often.