--000000000000b6d10b05f6cbb054 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable SATISFACTION WIN BACK CAMPAIGN KICKS OFF COMPANY WIDE, EMBRACING BACK TO BASICS CORE VALUES TO PLEASE AND DELIGHT HIGH-VALUE CLIENTS TheKey is pleased to announce the kick off of the Satisfaction Win Back Campaign, a high-energy, values-driven initiative that tracks the satisfaction levels of the Company=E2=80=99s high value clients. The campai= gn runs from March 13th - April 21st with the goal of 100% completion in assessing, managing, and elevating client satisfaction. A =E2=80=9CBack to Basics=E2=80=9D approach, the company-wide initiative is= led by our Client Success Managers targeting our elephant and turtle clients with a Lifetime Value of $20,000 or more. The campaign will show, through metrics, how clients value the care they are receiving from TheKey and track the progress made when =E2=80=9Cdissatisfied=E2=80=9D clients receive swift int= ervention and escalation of their concerns. By embracing the Company=E2=80=99s core values of passion, compassion, inno= vation, and going above and beyond, regional teams will showcase service quality excellence by collaborating with =E2=80=9Cfast track client escalation=E2= =80=9D partners in Billing, Long Term Care, and Family and Caregiver apps to capture, escalate, and resolve concerns in real time. What the Campaign Looks Like: Each region in the U.S. and Canada received playbooks, client campaign trackers, and talking points to support the Satisfaction Win Back Campaign. Regional Directors and Regional Managers will provide teams with access to campaign folders for each market, including lists of high value elephant and turtle clients, lists of clients who are scheduled to receive a Satisfaction Survey this month, client lifetime revenue snapshots, start of care dates, a campaign tracker, and assigned Client Success Managers. Regional teams will track client engagement and satisfaction via Google documents in real time, enabling collaborative, immediate follow-up. How the Campaign Works: Regional teams follow the principles of TheKey Standard operating model, focusing on opportunities to implement service excellence, bringing real transformation and differentiation to their markets. Throughout the 30-day campaign, care teams will check-in with clients in-person and alert team members if a follow-up or plan of correction is needed. Regional Client Success Managers will participate in a daily =E2=80=9Ccheck-in=E2=80=9D at = 8:45 am PT / 11:45 am ET to report on campaign progress in their region. The campaign seeks to add value with replicable service models over the next 30 days that will cycle year-round; increase client satisfaction overall; retain high value clients for the long-term; and take strides in our mission of being the most trusted source of long-term care for aging at home. Posts will be shared on Workplace at the Company Wide Announcements Group to report the percen