In this article we outline 12 key benefits of using client feedback and demonstrate just how important clients’ experiences are:
1. Strategic advice
Client feedback helps you identify trends earlier and therefore recognise and prioritise opportunities and resources.
Find out which of your competitors your clients are using and how you rank against them. Are you your client’s number one ‘go to’ for your services?
Tailor your feedback questions to find out what clients think of your brand. Use it to understand and clarify both gaps and opportunities and what your key marketing messages should be based on.
4. Business Development
Quickly identify and capitalise upon emerging opportunities.
5. Bidding and tendering
Use quotes and testimonials from client feedback to evidence your service quality and recognise skills.
6. Key Account Management
Developing a client feedback programme can help you ensure continued client loyalty and retention, and helps you identify opportunities for cross-selling.
Fix minor problems quickly for your client, and benchmark and monitor continuous improvement.
8. Improve quality and mitigate risk
Identify and share best practice between teams and offices.
9. Performance management of staff
Gain facts for appraisal discussions and reviews. Develop client-focussed performance measures.
10. Offices and resources
Find out what your clients think of your offices and facilities. Don’t under estimate how important some clients think this is! Use it to influence choice of location or resources.
Inevitably a key area! Use your clients’ feedback to improve the clarity of billing and invoicing, therefore speeding up payments and cash flow.
12. Knowledge management
Learn faster than your competition and gain that advantage.
We have found that these are the typical benefits that you can see from applying the information received from client feedback. All these are also important in helping you gain that emotional buy-in to your feedback programme and to help colleagues see what ‘the future could be’ with client feedback embedded in your organisation.
Please let us have your ideas and feedback….