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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
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
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
Service(s) Provided: Client Engagement Audit, Webinars / Workshops
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.
First of all I was slightly nervous about letting Enquir3 loose on my clients, so I checked with them after the calls had been made to ensure they were happy - I need not have worried, Niki is a diamond! After filtering the replies, some of the feedback is quite useful from a behavioral point of view. For example, when we first started the process, I realised from the feedback we received that I wasn't getting out and seeing people enough, so this was rectified and it then followed that I got closer to our clients and products too, which was valuable to the business as a whole. The Customer Care Programme brings more focus to our organisation. It allows us to praise staff's great customer service, thereby increasing office morale, as well as highlighting any service issues. A few of our clients have suggested that tracking our deliveries would be helpful and whilst we thought this may be the case, we now KNOW this to be the case, so we are actively working to be able to offer this. I am currently gett
Enquir3 have a really great process and the feedback from my clients is that they really enjoyed the experience. They were contacted for feedback by somebody that was mature, intelligent and that they could relate to. I think the Customer Care Programme is brilliant and Enquir3 made it very easy to initially engage - it was a no-brainer! I like the fact that there is more of a process later on, it's not just about customer care and there is clearly a good marketing strategy behind it. We shared the results of the feedback with the team which allowed us to improve what we do day to day and also give them some positive feedback on their work. It gave us the opportunity to go back to clients, thank them for their feedback and explain what we are doing going forward. As a result of the process, we have changed the way we engage with clients, so expectations are clearer in the beginning. Despite previously asking for feedback, sometimes we didn't find out about problems, because clients might be too embarrasse
From when we gave Enquir3 the data, they just got on with it and it chugged away in the background without us having to worry about it. The Customer Care Programme gave us a really good insight into our clients views and confirmed that as a business we're heading in the right direction. We will be personally recommending that our clients use the same process.
The in-depth quality of the feedback from the Customer Care Programme and the ease of use really stood out. The email updates, automatic feedback and weekly summary reports were very useful. The Programme has allowed me to understand my clients more and on this basis I have decided to split the business and branding, retaining a branding consultant in order to increase clarity on our specializations. I wouldn't hesitate to recommend the Customer Care Programme to anyone, and I will certainly be recommending it to all my clients.
The best thing about the Customer Care Programme is the fact that it is interactive with real dialogue, not just web-based. The results were enlightening, and it enabled me to see that some of my more critical clients were failing to see the bigger picture, meaning that I can go back to them and explain the process further, thereby increasing their understanding and satisfaction in my work for them.
Presentation was very good leaving the audience with something to think about, especially what could we do better comment. Liked the informality and general interaction with the group
ReplyHi Debbie, it is great to know that you enjoyed the presentation on the power of collecting customer feedback and using this to improve the business. Let me know how you get on with implementing the Feedback, Referral Request and Reward System in your business and if you need any assistance please do ask.
Incredibly prompt action to a request for a service upgrade and all done with a focus on care and a smile in the voice!
ReplyThank you for the great feedback Ray, it is great to know that you are receiving good service, I will make sure the team are aware that their efforts are appreciated. Steve Darnell - Managing Director