Client listening is not just a one-off, post-sales exercise, it’s a guiding light that sets your direction with your clients in mind. It should be as integral to your ongoing marketing activity as keeping your website updated and social media channels active.
As an independent, third party and highly experienced relationship marketer, I’m able to draw out, interpret and address findings, closing that feedback loop. You’ll be able to get to grips with issues before they become problems and make the most of building on and celebrating where you’re getting it right, helping embed a culture of excellent client service.
“The client listening exercise was a huge success and laid a very good foundation for our key account management programme. Our clients very much enjoyed speaking to Anna and she managed the process with diplomacy and aplomb, providing us with solid and frank feedback from clients”.
Andrea Goodman, Business Development Manager, Collas Crill
I work with you to develop a programme that’s suited to your needs. The initiatives we undertake may include (but aren’t be limited to) a feedback programme, creating an optimised client journey, developing a service charter, addressing problem areas and an internal and external communications plan.
As you grow your business and become an employer, you cede some control over the service you offer your clients. The packages on my online platform, which can be found here, offer an ideal way of gathering feedback from numerous sources and making it available at a glance, and can be further enhanced by adding client interviews.
I offer Power Hours that get you started with client listening. These typically include looking at who you should be approaching for feedback, the sort of questions you should be asking and when, as well as how to craft surveys and interpret data. Most clients in this category book two to three Power Hours a year to get advice and guidance, and to keep them accountable.
Feedback gathered from client listening interviews is at the heart of finding the most valuable insights for larger businesses. Undertaking these programmes demonstrates integrity and a commitment to taking a personal approach. It shows your clients you care and is proof that you’re not assuming you’re perfect! A number of firms I work with choose to engage me as their Client Listening Partner.