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Steve Darnell of Enquir3 provided an engaging workshop for our clients on Client Engagement. He spoke at their level and his style was to make them feel comfortable and not lecturing them. The group had only positive things to say about their experience. Unfortunately, as the Organiser, I had to dive in and out for some of it, but I was so impressed that I've already earmarked Steve for future events.
ReplyThanks for your feedback and your invitation Hamzah. It’s an enormous pleasure and privilege to speak about something I am very passionate about at events like these and your kind words about my presentation only add to the satisfaction. I look forward to working together more in future. Steve Darnell
Service(s) Provided: Webinars / Workshops
I like the fact that Enquir3 take a lot of the responsibility and time away from me as they do a lot of the work, so it's straightforward and efficient for me. I like the personality and the type of service they provide for us as it matches our type of service. We're just starting with Enquir3 and I think it has given us a bit of a feel for what our clients would really like from us, rather than what we think they would like from us. We've only had an initial survey done so far and we're thinking of rolling it out on a larger scale in the not to distant future to gather more information.
Enquir3 deliver a really responsive and reliable service and it is an invaluable resource for EFM. The Enquir3 team, in particular Niki and Jo, are very responsive, if I can't get through to them, the central hub team are really helpful as well. They are always really positive and helpful. We publish the client testimonials Enquir3 receive on our website. Thanks to Enquir3's really excellent service contacting our associate's clients as an independent third party, they obtain unbiased, balanced feedback we can add to our website with the positive five-star commentary. This helps boost our associate's profile, and Enquir3 also create other materials, for example case studies, news items from the testimonials; basically really valuable content, not just for our associates but also for EFM as a whole. Feedback is now a core part of EFM’s Client Engagement process. At the beginning of every month I contact four or five EFM associates for a list of their current EFM clients, i.e. those they've been in contact with or are working with for one to two years, send details to Enquir3 and that’s it. Niki and Jo who makes the calls do everything else, and in two to three weeks we receive high quality feedback from Enquir3 as an independent third party. We use the feedback to continually review client satisfaction and our overall deliver processes. In the multiple choice questions our clients score us from one to five for things like service, communication and value. It has helped us change processes, for example how we communicate to our clients, and how we communicate with our associates. We help our clients improve their finances and we have been able to use Enquir3’s service to show them how they can increase their fees. By using client feedback, in some cases our clients have been able to increase their price by as much as 25%. Client sentiment regarding how valuable the service is gave our client the confidence boost they needed to ask for the price increase.
ReplyJoshua, on behalf of Enquir3, a big thank you for your very positive comments. Niki and Jo are particularly delighted with your feedback. As Marketing and Sales Coordinator for EFM UK, Joshua Lloyd-Jones is responsible for much of the company’s online presence, including the EFM website and social media platforms. EFM UK’s team of highly skilled financial directors and business consultants have impressive track records in bringing growth, control and profits to their clients’ businesses. The Enquir3 team carry out Client Engagement Audits, interviewing several of EFM UK’s clients each month. As well as providing EFM with accurate appraisals of their service delivery, the resulting case studies and comments provide valuable collateral for the company’s marketing channels. So thank you again Joshua. We’re looking forward to the next round of audits on your behalf.
Job Title:Marketing and Sales Co-ordinator
Enquir3 made it easy for me as a consultant to recommend the client engagement process to my clients, because of their level of understanding; the fact that they know what they're doing and they can demonstrate easily how it would benefit us. I was able to reassure my clients that Enquir3 make it really easy for them not to fail, from the ease of the system, to the ready-made templates, someone is there to hold your hand all the way. We have completed two projects so far and they have both been completely different experiences. One client already knew they had a problem but had no evidence, but as a result of their client satisfaction interviews their clients told them, and they then had to act. The customer had over-promised on customer service and knew they would be under delivering, and as a result of the client research they were able to pare back what they were promising, enabling them to focus more on their market differentiation which they can fulfill, rather than throw everything at it. The other project largely came down to customer service. They definitely knew they weren't fulfilling the needs of their clients, but they were not sure of the impact that was having on their business. This client research helped them realise how detrimental their current logistics and operational structure was, which meant these aspects were then nudged up the priority list and enabled them to have more grasp on the changes necessary. We all know the devastating effects unhappy clients can have on a business, but it helps greatly to be able to study the evidence in order to provide the solutions required to change. I specialise in strategic marketing for clients i.e. ROI, which you can't do unless you have a full understanding of why customers buy; which makes this data analysis absolutely critical. This is the key mapping tool that I need to work effectively with my clients.
ReplyFirstly Helen, thank you for taking the time to give us your valuable feedback. We’re looking forward to working with you and your clients in the future and to tailoring our service to exactly meet your needs. Helen Forsyth is Find a Creative Pro’s Strategy Director. Find a Creative Pro is a team of creative and marketing professionals with a proven history of success. Their no-nonsense approach and eye for detail ensures their client’s marketing results in increased sales. Find a Creative Pro commissioned Enquir3 to carry out engagement surveys with two clients. This process has helped Find a Creative Pro identify areas of weakness within their clients’ operations which can now be addressed. With this intelligence, Helen and her team can develop the necessary strategic marketing plans and provide an increased ROI (return on investment) to her clients.
Job Title:Strategy Director
Company:Find Creative Pro
Service(s) Provided: Marketing and Sales, Client Engagement Audit, Business Advice, Marketing & Sales
I think the main thing was the way that Enquir3 got to grips with what we were trying to achieve, and advised on the structure of the call that we should make, and that sort of thing. Just getting the grasp of what we wanted. Everything worked to time; We got everything when it was scheduled and didn't have any delays which was good as well. Just getting some useful insight from our customers so that we can make changes to our service based on the result, which we have already put into action. I think it all worked very well. Having Enquir3 come in and present the reports to our team was good as well as it got the whole team engaged in the feedback.
ReplyThank you for providing us with your valuable feedback Rob. Rob Perks is Chief Executive of Inspire; the Wessex Association of Chamber of Commerce. Rob and the highly experienced and committed team at Inspire are dedicated to connecting and supporting businesses within their network. Their business strategies and events are of a very high standard and are extremely useful for companies with a desire to grow. Rob, thank you so much, your words of support and encouragement, are really appreciated.
Job Title:Chief Executive
Service(s) Provided: Client Engagement Audit, Webinars / Workshops
The client engagement process have proved extremely benefical. To have the statistics, to say that 91% of our customers are happy with our services, is great. That's a nice figure to bandy about. We've been able to use some quotes taken from our clients in testimonials or references. It's also highlighted areas of strength but also little niggles so we could make sure that people are happy with our service in it's entirety and that they're not just keeping their niggles to themselves.
ReplyThanks for your feedback Catherine, its highly appreciated by us all at Enquir3. Catherine Jenkins is the Business Development Director and owner of Maxx Design, a fantastic, multiple award winning digital creative design agency based in Berkshire. They have a team of seasoned experts who are clever, creative and will work side by side with you to get the results-driven marketing solutions that are the life-blood of your business. Catherine, thank you very much, your words of support and encouragement, are really appreciated.
Service(s) Provided: Client Engagement Audit, Customer Care Programme
Fantastic Masterclass!The main thing I came away with was that, while marketing is important, we have lots of existing customers and we should spend time understanding what they want and need, and being more proactive in developing our relationships with them. I gained ideas as to how we can build our current relationship with our clients. If people have had really really bad service they'll tell you, or if they've had really really good service they'll say something, but the ones in the middle often don't bother, but if you talk to them it can be really good to get those insights. Thanks again.
ReplyThank you so much Chichi for your comments. We are so pleased to hear you thought the seminar was fantastic. We look forward to working with you in the future.
Service(s) Provided: Marketing and Sales, Business Advice, Marketing & Sales
Enquir3 Client Engagement Audit was simple to implement and proved hugely beneficial. The feedback provided great insight and it was also nice to get some positive vibes in the office for our staff. One or two improvement suggestions meant that we could go back to our clients and have more dialogue, which made discussing new business a lot easier.
ReplyThank you for your comments Heather, its very beneficial and rewarding for us to hear back from our clients. Heather Start is an employee benefits specialist and the Director of Gemelli Employee Benefits, who offer flexible, tax efficient ways to help employees and employers with in-house tailored Employee Benefits packages to suit culture and business objectives. Thank you again Heather, we really appreciate your words of support and encouragement.
Service(s) Provided: Client Engagement Audit, Customer Care Programme, Referral Mastermind Groups, So What? Workshop
The whole Enquir3 process is pure genius. It is entirely logical and makes total sense. As soon as Burgis and Bullock have the full system operational with our testimonials and case studies working on our website, we aim to introduce it to our clients.” “Finding out what clients think, working to maximise retention, referrals and cross sales and automating ‘Marketing’ as far as possible is a total no brainer, I love it.
ReplySean Farnell is a Partner with Multi-award winning Chartered Accountants and Business Advisors, Burgis & Bullock. Most accountants focus on financial history, Sean and the team at Burgis and Bullock focus on the future; the growth and prosperity of their clients. Sean, thank you so much, your words of support and encouragement, are really appreciated.
Company:Burgis & Bullock
Service(s) Provided: Client Engagement Audit, Customer Care Programme
It was well organised. It was a great day, well worth attending I took lots away from the event. I think I came across four business systems that will help my business a great deal, but the main thing is it will help my business as it's helping other people's businesses be better which is a win win situation all around; it will create more business for the providers and for the clients it will help.
ReplyThank you so much Charles for your comments. We are so pleased to hear you thought the seminar well organised and was a great day. We look forward to working with you in the future.
Job Title:Business Advisor
Company:ICON Business Solutuions
Service(s) Provided: Marketing and Sales, Business Advice
I think for us the biggest thing that stood out was how useful it was to do the exercise; often we get some good feedback from our clients and we always ask them to do feedback forms, so we're used to getting good feedback, but it was good to get some things to improve on as well because that's the feedback people often don't give on a normal feedback form; they'll give the good bits but rarely the stuff to do better so that's useful for us. One of the biggest changes we made was to make me take on the role of Client Services. Before we were trying to get feedback from clients but there was no one person responsible for doing that; off the back of that feedback we restructured the business and made sure that all of our clients would get a quarterly review, and that they were made aware that, off the back of their feedback, we would be making changes to ensure they receive an even better service. If we do it again Enquir3 will be the only ones we'd go to.
ReplyEmma, thank you for your extremely positive feedback.
Job Title:Head of Growth & Client Services
Service(s) Provided: Marketing & Sales, Client Engagement
I think the value for us is the fact that we've been able to quantify the value of work that we're delivering, and also get some completely independent, unfettered feedback, so we get some home truths that perhaps wouldn't be delivered to us directly. This has meant that we've been able to put some of those snippets of information into awards that we've entered for customer service, and we won the Brilliance Award for Customer Service,and we were able to use quite a lot of data collected by Enquir3 to do that. We've also been able to feed back to our team about how we're doing as a business and how people feel about the service we provide, and the service of team members, so it's been valuable for internal communication, reassured us where we were doing well, as well as highlighted any problems arising that we weren't fully aware of, and also a bit of a wake up where there were niggles we weren't aware of. We also hoped it might highlight opportunities which we haven't had as much, but it's helped us see where we can do better with our client relationships and what we can do to help them.
Service(s) Provided: Client Engagement
The service provided by Enquir3 was open, friendly, quick and well described. I've got some good testimonials, reassured myself that customers I thought were happy are happy, and I know I can use those testimonials to good advantage going forwards. I really like the video Enquir3 produced and would like to use it on my website and marketing. I was impressed by the speed with which this was carried out, and the professional approach and results. I would be happy to use Enquir3's services again in the future.
Service(s) Provided: Client Engagement Audit, Client Engagement
It's all very good. Enquir3 are very personable, and understanding with great attention to what our requirements were . We were confident that the project would be managed effectively so that we would be able to get the results that we require. Now we have a thorough understanding of what our customers think about stuff and we're able to use that data effectively for the benefit of the business. We are segmenting down our customers into bronze, silver and gold categories so that we can start to invest in our existing customer base as well as new business. It's all excellent. I can't fault it.
ReplyJo, many thanks for your extremely supportive feedback and comments on the overall Enquir3 process. We look forward to supporting you as you continue to develop your client engagement strategy.
Job Title:Marketing Manager
Company:SMARTech energy Ltd
For me it was very quick and efficient. I now have a good idea of what customers think and if there were any issues I would be notified so I could take corrective measures.
Service(s) Provided: Client Engagement, Marketing & Sales
A lot of the feedback we've had has been very good and reinforced what we hoped they'd say, but it's also given us nuggets from one or two clients that we weren't aware of, so it's improved our relationship with them. It's also reinforced some elements of our internal culture and how we do things. I'd used Enquir3 with a previous firm and saw the benefits there of spotting clients likely to leave. The reason I was able to get the budget for it is that it helps to support one of our key aims for this year which is quality of service. So far we've targeted clients we know fairly well or work with comprehensively. I want to target newer clients, and if I'm being frank I'm looking for people who don't like what we do and can give us more constructive feedback to help us deal with what their issues are, and work with them better, or perhaps discover that we're not the right firm for them and we'll be aware they're moving on. Hopefully the former. I like that Enquir3 give us the warts and all almost straight away, rather than waiting until the end of the week to get a summary, which allows me to pass more information on to our team and to make my request to them to go and phone the clients so we can follow up where appropriate.
ReplyJohn, thank you for your positive comments. It's great to see the benefits coming through in terms of enhancing client relationships and improved client retention.
Job Title:Commercial Manager
Company:Abel & Imray
Service(s) Provided: Customer Care Programme
The professionalism of the client contact representatives on the ground and back at the office (Niki Dymek) was excellent
Name:Client details withheld
Company:O'Hare Treasury Consultancy
The analysis of the client satisfaction interviews provided by Enquir3 was good - very insightful. The interviews have first of all given us the opportunity to learn from our customers and it also gives our clients a voice, knowing we are listening to them. It is an excellent driver to push for process improvement. Most of the time we know the areas we need to improve on, but the client feedback helps us to explain changes required to staff more effectively, to the point that we use this with some members of the team as part of their KPIs. This enables us to have an ongoing programme of general improvement that we are working on continuously. I can't think of any improvements that Enquir3 could make. We are very happy with the service; it was everything I hoped it would be and more.
Company:Sarsen Stone Group
Service(s) Provided: Client Engagement Audit, Customer Care Programme
What made it different to the others is that Steve sat down with the cohort in a conversational style. When he came in he said he was happy to just have questions fired at him throughout the presentation which made the room more relaxed and allowed the conversation to flow, and for people to challenge ideas, whereas other presenters talked at the cohort which I think gives more opportunity for questions not to be raised. I think the conversation style really worked, especially with the small room we had that day. It was good that Steve's session was steered in the way the cohort wanted. I would say that the flyers that showed stats, and insight into the way that clients behave, was what our cohort would have taken the most. In the slides he had information on how you would publish a testimonial and then a bit more information on how you could get a video testimonial and case studies. I think that brought up quite a few questions so I think a lot of our table weren't too aware of what they were doing with that, so they learnt in that area. We run these events each year and we've spoken to Steve about coming back for future events.
ReplyThankyou for the opportunity and your kind words Sam. I’m very passionate about developing businesses of all sizes and exploring how we can better engage with our clients and feel very proud and privileged to be able to present the topic to equally passionate individuals. It is wonderful to hear that you enjoyed my presentation and hope to work with you again in the future. Steve Darnell
There were a number of people who were apparently available to help with everything that I needed. The benefits of the Enquir3 system were explained several times in different ways so it was very easy to grasp, and they use the phone to communicate which I like. It has shown me how having a live test can increase my engagement with my good clients, and theoretically improve engagement with other clients. Beyond that, if I use the system properly it should bring my client's client's to me. As for my clients, if they use it then it will increase good exposure with their clients, and force them to engage with clients they may not be talking with much. The whole point is to get people to talk to Enquir3, give complete feedback as they can tell Enquir3 any complaints or bad bits, anonymously if needs be, and then processes can be improved based on that feedback to improve the overall customer experience, and hopefully bring in more business. What is really good is the way Enquir3 deal with me; they ring me up and I could leave it to go to voicemail but I don't. If I'm with somebody I will say "Sorry, I need to take this as it's important but I'll tell them I'll call them back", and that should be massively valuable to the guys at Enquir3 and gives them a big 'carry on with what you're doing' It's good because with lots of other people I'll just let it go to voicemail or ask them to text me and I tend not to do that with Enquir3 unless I really have to
ReplyThank-you very much for your superb testimonial Charlie, we are extremely pleased to hear you’ve found the Client Engagement Audit to be positive and beneficial. Charlie McClelland is the managing director of A Strategic Growth Facilitator or ASGF. As a business growth specialist for SMEs, Charlie is hyper aware of the significance of his client engagement, satisfaction and retention as they are themselves contributing factors for business growth and development. To receive his seal of approval is both humbling and reassuring and we will work hard to continue to strengthen our services. Steve Darnell
Job Title:Managing Director