– A client service audit. I review your current communications around client service, survey a sample of your clients to gain initial insights and recommend a client service programme to develop and highlight areas of strength and address shortfalls
– An ongoing client listening programme (I conduct client listening interviews for existing clients, welcome interviews for new clients, no-win interviews and gather post-event feedback)
– Development of a set of client experience values. These set you apart from the competition and are meaningful to everyone across your business
– Defining, refining and optimising client journeys
– A bespoke training programme for current and new staff so they can understand your service standards and how they should contribute to your client service agenda
– A comprehensive strategy for communicating your client service initiatives and client stories internally and externally
– A marketing strategy underpinned by client, prospect and referral research which is also a useful benchmark against which to measure future progress.
“We have established a brilliant client listening programme with Anna’s help which is being so well received internally. She was also a hit with our clients when she did some qualitative research for us. I feel really fortunate to have been introduced to Anna and have no hesitation in recommending her to anyone looking for a client listening strategist and partner”
Emma Dark, Chief Customer Experience Officer, Sullivan & Stanley
