| Client retention & customer satisfaction studies
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 Are you losing clients, or not winning enough new business? We interview and test your clients on what they really think about your firm. Using our unique range of deep research techniques, we uncover client perceptions around service, people, philosophy, processes, brand and culture. We then provide you with an action plan to win and retain more of their business. Case Studies
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| Market favourability studies
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Are you thinking about launching a new product or making changes to an
existing one? We talk to your market, analyse competitors, and identify
what you need to deliver and who you need to target for the greatest
chance of success. Case studies
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| Team development workshops
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Is your team perceived as expert by your clients? We ask the market how well your people understand their mindset, outputs, products, firm, customers and industry. We offer training workshops in sales and team behaviour profiling (Insights). More information
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Is ‘satisfied’ enough?
In a word, no.
Research shows that 65% - 85% of
clients who report 'satisfied' or 'very satisfied' in other client
surveys still cancel. We report on the critical service areas you need
to master to drive loyalty. |
Around 90% of products are introduced to fill a void in the company’s
line, not to fill a void in the marketplace. Around 90% of new products
are failures. Focusing on ‘outcomes’ rather than ‘solutions’, our 5
step methodology gathers customer feedback designed to reveal what the
user is really trying to achieve in using your service. |
Client
firms need to simplify their supplier arrangements by having fewer of
them. This means deepening relationships with the ones they retain,
treating them as ‘partners’, and losing the firms they consider
‘suppliers’. Are you perceived as a supplier
or a partner?
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