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Steve Darnell's presentation about Client Engagement was really good. I don't think we think too much about how we sell to and deal with our clients. The information about best practice was very interesting. Steve was a good speaker, quite charismatic and has good experience in the field. I look forward to finding out more about the tools available and what other start-ups are doing too.
ReplyThankyou for your kind words Devie. I’m very passionate about developing businesses of all sizes and exploring how we can better engage with our clients, so it is wonderful to hear that you enjoyed my presentation and that you found it interesting. Steve Darnell
Name:Devie Mohan
Service(s) Provided: Client Engagement Audit, Webinars / Workshops
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
Name:Hamzah Khaled
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.
Name:Michael Lavery
Service(s) Provided:
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.
Name:Joshua Lloyd-Jones
Job Title:Marketing and Sales Co-ordinator
Service(s) Provided:
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.
Name:Helen Forsyth
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.
Name:Rob Perks
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.
Name:Catherine Jenkins
Company:Maxx Design
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.
Name:Chichi Eruchalu
Job Title:Advisor
Company:Enterprise Nation
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.
Name:Heather Start
Job Title:-
Town:Wood Green
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.
Name:Sean Farnell
Company:Burgis & Bullock
Service(s) Provided: Client Engagement Audit, Customer Care Programme
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