How can you deepen client relationships through feedback programmes?

How deep is their love?

That is your clients’ or customers love for you. Don’t know? When was the last time you asked them?

There is a strong business case for implementing a robust and systematic client feedback programme. If you’re not sure what that is then read on….

  • Service is an increasingly important factor when buying or re-buying from a supplier – often ranking above technical expertise (which is a given) or price. People are prepared to pay a premium for excellent service
  • It costs up to 10 times more to secure a new client than to keep an existing client so you need to know which clients might be looking elsewhere, why, and address any issues quickly
  • Finding and appointing new suppliers is also a costly and time-consuming exercise from a client’s perspective so it’s important to proactively seek their feedback. It demonstrates integrity and cements your commitment to ensuring you are providing what they need
  • You will gain a wealth of useful information to use in proposals and other marketing materials in order to attract more business
  • A strong client service ethos will help you to attract and retain talent. People want to work for companies who care about their customers as well as their employees

Undertaking a feedback programme need not be an overly onerous exercise for either your business or the client, this previous article looks at how to make a start. The insights gained from such a programme, if used effectively, can bring about a number of positive changes for your company and contribute to its growth. To find out more about the benefits of a client feedback programme for your clients, please contact me.