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I attended a workshop on the Client Satisfaction Improvement process held in Birmingham. It was very professional with a systematic structured approach. Focused towards real businesses in the real world which now improves my 'toolbox' when dealing with clients. Would highly recommend attendance for any Director wanting to improve any aspect of their business. We all learn something everyday but this was a real Education. Well done to Steve & Dan!
ReplyThank you Keith, although we are sure the day would still have been successful if Steve and Dan were elsewhere! We use some really clever technology to automate and simplify the process which makes execution extremely easy and cost effective. This means you and your clients benefit from instant quantifiable results as well as short, medium and long term ones. Keith is Head of the Hospitality Division for Enquir3. He has been in the Pub, Restaurant and Hotel sectors, a mixture of branded and non-branded businesses, all of his working life. He has been immersed in the process of achieving complete customer satisfaction when providing business advice to the SME market. Keith is particularly interested with how we refine it from B2B to B2C. This knowledge allows you to take action to improve client satisfaction and thus gain a real competitive advantage. It’s gratifying to know that Keith, even with his vast industry experience, is still a beneficiary of our training.
Service(s) Provided: Webinars / Workshops
An enjoyable day with presenters who were knowledgeable and expert in their fields. participation from all attendees was constructive and everyone made a contribution to the event.
ReplyThank you so much Andrew for your kind feedback. Andrew is the Professional Services Manager at Dynamic Business Intelligence. A company specialising in solutions to improve business performance for companies of all sizes, by changing the way intelligence is provided and how people manage information. With clever technology to automate and simplify the process making execution extremely easy and cost effective, it’s easy to see why DBI’s goal, to make businesses better, by providing “Information for Everyone”, still benefits from learning the process of complete client satisfaction.
Service(s) Provided: Customer Care Programme, Webinars / Workshops
The session was well organised and a very full agenda was covered in the right amount of detail but allowing interaction from participants, within the specified time making it a very productive day.
ReplyThanks for your thoughts on the day Rob. Rob runs Explore Communications, a marketing consultancy which provides services and thought leadership to both the public and private sectors. We are glad that we kept you engaged and you will be able to use the tools from the workshop to continue to show your clients how to convert customer data into actionable programmes that drive improved business results. It’s great to know that we can deliver training that a seasoned consultant with the vast experience Rob has, can still find productive.
Service(s) Provided: Webinars / Workshops
The best thing for me was the openness and credibility it gives you, having feedback there and then for everyone to see. I'm not from an events background, so I have no certificates to wave - all I have is peoples feedback. This has been such an easy process and it has made me more accessible and approachable for potential clients, to get in touch. Enquir3 has exceeded all my expectations and I wouldn't hesitate to recommend them.
Service(s) Provided: Client Engagement Audit, Customer Care Programme, Referral Mastermind Groups
The Customer Care Programme is a really good tool to identify how the clients see us - what we are doing well, but more importantly how we can improve.
The Customer Care Programme gave me an insight into my business and what my clients thought of me. As a result of the feedback, I'm changing my name, website, charges and growing my business! I would highly recommend Enquir3 (and have done already).
Service(s) Provided: Client Engagement Audit, Customer Care Programme, Referral Mastermind Groups
The reaction of my customers to the calls made by Enquir3 for the Customer Care Programme was very positive - they were not put under pressure in any way. Enquir3 did exactly what was promised, delivered what was promised and it was all very well done.
The ease and simplicity of the Audit is the best part about the service. I was only required to provide brief contact details and the rest was done for me, saving me both time and effort on an important task that usually sits at the bottom of my to-do list. Initially I was slightly nervous about another company contacting my clients and how they would be dealt with, but I needn't have worried, the approach and process was good and reassuring
The Customer Care Programme was very valuable in increasing the understanding of my clients perception of our service. This allowed me to follow up the feedback received and discuss it with my client thereby increasing their awareness of our value-adds and assisting with client retention.
I think the Customer Care Programme is very valuable. It has provided useful insight into how my clients view our service and it has positively confirmed that I am managing project expectations. I am currently putting the plugin into my own website to deliver automatic feedback streaming, so I am looking forward to the benefits of that.
Thanks once again for an excellent presentation to our members this morning on Client Engagement. We have been running this club for 20 years and it is always good to see members hanging on your every word - I have had several requests for the slides as an aide-memoir - so well done and thank you .
Company:X5 Chartered Accountants
Service(s) Provided: Client Engagement Audit, Webinars / Workshops
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