- Our outstanding feedback
- More great feedback
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
The session was insightful, it did provoke thought on how we relate and communicate with our customers. I took away information which I have now acted on. I am very pleased I attended the session and recommend it.
Job Title:Sales Director
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 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
A most useful and very informative approach which provides a detailed appreciation and highly practical application of the business development opportunities arising from client feedback and online reputation-based marketing activities. It will be an eye-opener to many who may not have realised both the fundamental importance and commercial benefits that become apparent. It includes practical advice on implementation and monitoring plus case studies based on real, sector-specific experience. Client feedback tools, an independent client satisfaction survey service and client care improvement programme are also introduced.
The client care programme allows us to forecast future enrolment of courses, then analyse gaps in the network of course providers across the UK. It gives us a business case for each region rather than relying on guesswork. The customer care feedback system has been a tremendous asset for the examining board, as we’ve been able to attain a greater understanding of the viewpoint of our alumni. We’ve even received messages that thank us for asking for feedback!
Service(s) Provided: Client Engagement Audit, Customer Care Programme
The customer care feedback system has been a tremendous asset for the examining board, as we’ve been able to attain a greater understanding of the viewpoint of our alumni. We’ve even received messages that thank us for asking for feedback!
Service(s) Provided: Client Engagement Audit
Within a week of adding the video testimonial to our website and our listing on the business directory, we had received two substantial enquiries from a local authority regarding conference bookings for the future.
It was all very good. I had limited knowledge and came with the objective of understanding the whole process, which was achieved. The facilities at the venue were also very good.
Service(s) Provided: Customer Care Programme, Webinars / Workshops, So What? Workshop
Dan described business activities that are seen by businesses as essentially qualitative, and make then quantitative to prove that some activities are more worth doing than others.
The workshop laid out the whole client improvement programme process in an easy to understand, logical and comprehensive manner. Notable was the link between outputs and outcomes, i.e how to employ client feedback in strategic and tactical planning and how this can lead to directly to increasing bottom line profits and shareholder value.
Much more in depth than anticipated, as its simplicity was one of my concerns. Both Steve and Dan were very knowledgeable and passionate about their product/service which helped us to explore the possibilities of their service.
Very well delivered, informative day. I was able to directly relate the information to my own business, prompting changes in our procedures for customer care.
The training session was both interesting and inspirational! Great mix of delegates working in diverse markets, with completely different backgrounds. Exciting to see how we can all use the customer care technology to make massive improvements for our clients. The pace was fast, and a lot of content was covered, so the day was exceptional value. The take-away presentation materials completed the package, so we could all hit the ground running!
ReplyThank you Carole for all the positive comments you made within and about our first ever workshop introducing the “Enquir3 Business Improvement Programme”. The workshop exceeded all our expectations and we are glad that you and all other attendees found it to be a worthwhile investment of your time and can see the return, not only financially but in client satisfaction and subsequent retention. Carole Houston is a specialist in PR and Business Communications, the reason for attending was to see exactly how the program could be embedded into her clients’ businesses seamlessly and with instant and quantifiable results. It is really great to know we were able to show the versatility of the system and how it would work in practice. When it comes to providing hands-on advice and assistance to SMEs, we cannot think of a better proponent than Carole to put together a Business Improvement Package for potential clients in the commercial design marketplace. We look forward to working together to improve cli
Town:Lytham St Annes