Confirming your proposition & generation new opportunities with The Customer Feedback Centre
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In Commercial Confidence ©Financial Quality Solutions Limited In Commercial Confidence ©Financial Quality Solutions Limited Confirming your client proposition & generating new opportunities The Customer Feedback Centre
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In today’s climate, clients demand the best service more than ever before. When times are tough, clients are more choosy about where they spend their money and they will look for more than simply the best price or product. For businesses to gain a competitive advantage, clients must be satisfied, loyal and most importantly engaged with your business. This presentation provides and overview of how actively seeking and using client feedback can help you to shape your service proposition so that your clients become more engaged with your business. The Customer Feedback Centre makes it easy to deliver a strategic feedback program that will drive referrals, shape your client retention strategy, support your client segmentation process and ensure that your clients become brand enthusiasts…
Transcript of Confirming your proposition & generation new opportunities with The Customer Feedback Centre
In Commercial Confidence©Financial Quality Solutions Limited
In Commercial Confidence©Financial Quality Solutions Limited
Confirming your client proposition & generating new opportunities
The Customer Feedback Centre
In Commercial Confidence©Financial Quality Solutions Limited
Why ask for client feedback?
It’s vital to know what your clients think about your service proposition because….
• A satisfied client will keep quiet• A dissatisfied client will tell 7 people about
their experience• A highly satisfied client will recommend you to
3 people
In Commercial Confidence©Financial Quality Solutions Limited
Shape your business
In Commercial Confidence©Financial Quality Solutions Limited
Shape your business
• Deliver the right service• Gain testimonials & referrals• Build your marketing strategy• Measure the success of what you do• Demonstrate value in your advice
proposition
In Commercial Confidence©Financial Quality Solutions Limited
Ask. Analyse. Act
EVENT DRIVEN FEEDBACK
• Business as usual• After each interaction• Timely & relevant• Outcome driven questions
about a specific service• Measures ongoing
satisfaction with your service
CLIENT SURVEY
• Periodic• Sample of clients or entire
client base• Broad operational questions
about service proposition• Measures overall attitude of
clients to your proposition• Supports your segmentation
approach
In Commercial Confidence©Financial Quality Solutions Limited
A simple process• Increase response rates• Reduce admin costs• A slick, engaging experience for your
clients• Market your services & generate
revenue• Responses & scores to analyse feedback
easily• Action plans to evidence & monitor
success• A suite of reports
Measure
Analyse
Action
Monitor
In Commercial Confidence©Financial Quality Solutions Limited
Gather opinions
In Commercial Confidence©Financial Quality Solutions Limited
Using the results
• Testimonials• Reward• Referrals
• Focus activity• Business
improvement• TCF evidence
In Commercial Confidence©Financial Quality Solutions Limited
Identify what your clients think about
your service proposition
Segment your clients &
understand their financial behaviour
Develop a Contact Strategy
Develop a Marketing
Plan
Measure your approach to
client management
Evaluate & monitor ongoing
performance
Surveys for Segmentation
• Who are your clients?
• What do they think about your service proposition?
In Commercial Confidence©Financial Quality Solutions Limited
Client Segmentation• Develop your proposition• Target activity• Generate more business• Develop your marketing• Establish remuneration tariff• Increase profitability
In Commercial Confidence©Financial Quality Solutions Limited
Use feedback innovatively
• Twitter• LinkedIn• Other Social
Networking Sites• Your Blog• Your website
Direct clients who provide positive feedback to…
In Commercial Confidence©Financial Quality Solutions Limited
What our users think…“TCF Centre… is simple to administer and generates clear feedback reports for monitoring.
Our response rate is much higher and the MI clear and useful. I would recommend TCF Centre to any business that considers obtaining customer feedback central to measuring its
ongoing TCF progress.”Alex Turco, Director, Positive Wealth Creation Ltd (PWCL)
"TCF Centre helps us to view our business fom our clients' perspective”
Chris Glazier, Managing Director, Tom French & Associates
“We see TCF Centre as an extremely valuable tool to help us continually offer our clients the
very best service proposition”Simon Jackson, Director and Compliance Officer, Towergate Financial Services
“...there is very little effort involved in asking our clients for feedback and that means I can focus on what the management information is telling me about client opinions”
Graham Cross, Chief Operations Officer, Helm Godfrey Partners Ltd
In Commercial Confidence©Financial Quality Solutions Limited
The Customer Feedback Centre
www.finqs.co.uk 01564 711153
