The Client Loyalty Accelerator offers a shortcut to getting underneath your most important clients’ perspective on your business.
Assumptions are challenged, facts are unearthed, preferences adjusted. Personality clashes can be identified and resolved. All with a minimal impact on leadership time.
You retain the client, maximise value and take control of your reputation in the market to and use that information to attract new, quality clients.
Support with implementation of findings is included in the programme: facilitated team meeting, action planning and developmental coaching.
Independent Win/Loss reviews
Why did you win your last bid? Or why did someone else? Was it price, or something else? Are you sure?
Interviews with key decision makers at the client to understand not just the reasons for the decision (to award the work or not) but the factors underlying that.
Cash in on the goodwill of your client by inviting them to share more feedback that you can use to learn ready for your next bid.
Deliverable: summary report, facilitated team discussion to agree learnings and action plan
Client listening training
Are you setting up a new client listening programme? Or you're a marketing lead, curious to do more listening to your own clients, but are concerned that you're not where to start.
Client listening training upskills you or your team in active listening, permissions, note taking and recording, and picking up verbal and non-verbal cues. It includes an analysis of your default listening style and practical sessions and feedback that ensure you can apply the skills effectively when you are in front of a client.
There are stand alone individual and team sessions, and we can build something around your specific requirements too.
Partnering for Growth
Follow up a Client Loyalty Accelerator or some bid reviews with repeat interviews, survey design and progress/impact measurement.
For example:
Multi-engagement reviews: deep-dives on specific offerings
Team/industry focus
Client voice design workshop
Curious about client voice? Want to leverage the insight that already exists on from surveys or internal strategy sessions?
The Client Voice Design half day workshop supports leaders to develop their own client insight strategy and get ready to start listening to their clients.
Key outcomes include:
An understanding of hot spots, cool spots and dark spots in a particular client relationship
How to build on existing feedback and other insight from regular sources
Assigned responsibilities to new conversations with interview checklists and outline reporting guidelines
Greater buy-in from your team to complete the work and take action on the outputs.
