A strong client retention strategy saves you money as happy, loyal clients recommend you to others, therefore reducing your overall marketing spend.
Retain clients, increase revenue and win more business
There are a number of different ways we can work together. From affordable packages that reveal valuable insights from day one, getting you started on your client listening journey, to individually tailored programmes where we plan, deliver, communicate and act on client research, aligning it with your wider business objectives.
However you choose to work with me, you can be sure that client listening will provide you with a strong evidence base from which to devise and measure initiatives, put great service centre-stage and identify opportunities for developing your business.
Client Listening Programmes
Client listening is for everyone and my mission is to help businesses of all sizes, whatever their marketing budget, find and act on the valuable insights their existing clients can provide. I help you gain an objective view of how you’re currently performing and work with you to make yours a truly client-centred organisation. Individually tailored, my client listening programmes feature a number of initiatives and include the option of having me as your outsourced Client Listening Partner.
Client Listening Pilot
Embarking on a client listening programme can appear like a daunting task, especially if it’s a new activity for your business. There are so many questions to answer. A client listening pilot is a great way to get started. It gives you an opportunity to test the questions and your processes, to begin to gain an insight into client sentiment and to garner internal support for a wider programme.
I’m on a mission to make client listening accessible and easy to implement for businesses of all sizes. I help you understand when and how to best listen to your clients and then, just as importantly, how to interpret and use the feedback you receive to keep your clients happy, increase revenue and win new business.
What My Clients Say
``Some people are all about the shine and little substance - some are super diligent but lack punch when presenting and clearly weren't in the Q for EQ. Anna is the full package. She knows what she is really good at (client listening) and focuses on that - no consultant creep on her part - and is an absolute pleasure to work with.``
``Anna supported me on a recent project, and I was impressed by Anna's dedicated and thorough approach. Anna took the time to understand the project and showed real tenacity, which resulted in us discovering valuable insights which help us to craft the right approach. Highly recommended.``
``Anna is adept at looking at challenges from the clients perspective. This has always ensured that the outputs are fit for purpose and effective in the market. She led the team responsible for BDO's 'Exceptional Client Service' agenda and managed a number of internal and external campaigns to highlight the firm's service leadership and ensure standards were upheld.
While a member of my team Anna embraced the huge challenge of a three month secondment to our firm in India. She had an immediate impact and having visited the firm recently she left a significant legacy of a well-structured team and a strong market proposition. She also developed and delivered training for over 200 staff on the firm's client service agenda, sessions which were thoroughly enjoyed by partners and staff alike.
When you need someone you can depend on, when you just need it done and when you need it done expertly, Anna was always my first choice. Dedicated, expert and passionate.``
``I first met Anna a few years ago when she was speaking at an event about client listening and it was instantly apparent how focused and experienced she was in this subject. Since then, we've been lucky enough to have Anna work with us on a few large client projects and she has been superb. Knowledgeable, professional, dedicated and personable - Anna has been able to deliver all the insights the client needed, and more. Her ability to engage with interviewees and pull out the important details have made all the difference to our projects.``
``Anna recently conducted a valuable piece of perception research as part of an audit for a new client. She interviewed a number of customers and prospects and uncovered valuable, and actionable insight into my client’s strengths and areas for development. Anna is professional and I would definitely recommend her to others.``
“I engaged Anna to kick off a customer listening pilot which has been instrumental in us raising the importance of our voice of the customer programme at Skill Dynamics. Anna's vast experience made the process easy to run and the report she produced helped us to focus on the most impactful changes we could make to improve the customer experience. Our customers really valued the time with Anna who acted as a highly credible representative of our company - this combined with her fun and engaging style makes Anna a pleasure to work with and I look forward to working together on future projects.”