- Our outstanding feedback
- More great feedback
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: Client Engagement Audit, Customer Care Programme, Marketing & Sales, Client Engagement
Working with Enquir3 has proved invaluable to the development and strengthening of our ongoing client relationships. The ‘client engagement’ process we adopted with the support of Enquir3 has delivered significant value and opened up new service opportunities with our clients. Independent feedback is essential to us, we need to know where we have exceeded expectation and more importantly where there is any potential to improve. To know that 100% of our clients would recommend us and that we have a 98% overall satisfaction score boosts our confidence when prospecting and supported us in winning the Brilliance Award for Customer Service. Evidence that we are doing a great job and feeding this back into the team have proved hugely beneficial in our internal communications. Throughout our relationship the Enquir3 team has been supportive in offering ideas and guidance and consistently demonstrated the ability to engage with our clients in a professional way. I would recommend Enquir3 to other professional service providers, I would say this is essential for those who are seeking to genuinely demonstrate a desire to work in a long term relationship with their clients
Job Title:Managing Director
Service(s) Provided: Client Engagement Audit, Customer Care Programme
We at EDC were looking to gain some customer feedback as we are growing and wanted to understand where we are situated in the customers mindset. We required honest feedback that would allow us to take a step back and review and recalculate to go forward and further. Equir3 were recommended to us by one of our mentors at Quantum and we haven’t regretted this in the slightest. From the initial introductory call to the follow up call, Daniel was very knowledgeable, courteous, and professional. Niki was also very efficient and thorough in her correspondence and consistent information. We would rate the process 5 out of 5 as we were inexperienced to collating this type of data and Enquir3 made this a very comprehensive and easy project. We were given the itinerary and the process involved and all the parts both we and Enquir3 play. We were given the verbiage to contact our clients in advance of being contacted by Enquir3. Our clients were contacted in a timely fashion and were given the time to speak through our Delivery, Value for Money, our ability to help, our communication and any improvements they would suggest. This gave our clients the time to speak openly and honestly to Enquir3 and gather important feedback for us which has proved invaluable. We would not have gained this insight without Enquir3 and with the weekly updates we were always kept informed. We orchestrated follow up calls with the clients to discuss the feedback and, on many occasions mentioned Jo and how polite, considerate, and professional she was to speak to. The level of communication is remarkable and such a unique opportunity for us to seek this important feedback so we could only rate this 10/10. We look forward to working with Enquir3 again and know we are in good hands.
Name:Client details withheld
Job Title:Executive Assistant
Service(s) Provided: Client Engagement Audit
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
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
Good communication on progress throughout - very clear summaries to understand the feedback received
Name:Client details withheld
Service(s) Provided: 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
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
This was a great training session that provided a valuable overview of the Customer Care Programme and how it all fits together. Highlighting the benefits to a client taking this on board for their business and the comprehensive infrastructure that supports the process from end to end. A must session for anyone who is thinking of consulting in this domain or for an organisation considering this programme for their business.
ReplyNow that is what we call a strong testimonial! Paul is the brains behind NN coNNect, the No1 networking group in Northants, boasting 120+ members. Paul attended the workshop recently with a view to piloting the system with some of his members. The workshop shows, with examples, how your clients will be happy to tell us things they won’t tell you. The system provides instant, short term and long term benefits by improving client retention and increasing referral rates. We are glad that Paul feels his members will benefit from the integration of the Enquir3 process.
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.
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.
A eye opening and concise presentation on the full benefits of the Enquir3 Customer Care Programme and the business development opportunities that it provides for Consultants and their clients.
ReplyThank you Ray for allowing us to improve your vision. Ray Watson has over 20 years’ experience as a Business Advisor/Consultant, working predominately with SMEs. Specialising in sales and customer service, Ray helps clients to develop through consultancy training and coaching. The Enquir3 Business Improvement Programme is totally unique and your clients will be happy to tell us things they won’t tell you. This knowledge allows you to take action to improve client satisfaction and thus gain a real competitive advantage. Ray could see this and we hope that the guidance on delivering immediate and long term sustainable improved profit margins helps Ray to add value to his current offering.
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.
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
As always a fascinating and intense introduction to FBR3