Understanding your Clients
All businesses are at risk of failing to understand the needs and perceptions of their clients. With markets becoming increasingly
competitive and clients increasingly well-informed about their options, any failure to appreciate the perceptions of our clients
can lead to some nasty surprises. Research also suggests that most organisations fail to adequately measure or seek feedback about
the perceptions of their customers, despite its critical importance.
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6S Consulting can offer a simple but powerful solution to this challenge. Using our highly-advanced interviewing skills and
our sensitive approach, we can provide you with a bespoke service that lets you get in touch with how your clients are feeling
and the areas you need to address if you are to retain them.
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Our service essentially provides you with an indepth report on customer perceptions, with data gathered by personal interview with a
sample of clients, by telephone, or by a combination of both. Best results are always obtained through face-to-face discussions, as
clients will often be more open in this setting.
Client and Customer Surveys - The Benefits
- Our clients identify the yardsticks that are important to their clients/ customers
- Focus and improvement of quality of service. Not just the core product which is usually little different to competitive
offerings, but service delivery and client relationships which differentiate businesses and determine client/customer loyalty
- Find out if clients are leaving and why
- Identify additional business that can be derived from the client/customer base
- Determine if individual clients/customers are moving - before they do
- Discover new needs in a changing market
- Find out which parts of the business are winning and losing clients
- Let the client base know that their opinions are valued
- Show that quality of service is paramount
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Why Use Consultants to do This?
- Interviewees will be more open with someone independent
- Clients/customers will rarely criticise members of staff face to face
- Responses will be non-attributable (except where otherwise agreed during the interview) so honest answers will be forthcoming
- Our consultants interview people for various reasons all the time, and have the skills to guide the interview to produce
useful responses
- A Consultant has no pre-conceived ideas about the business, but has the business acumen to hone in on key issues
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Why Use 6S?
Most client and customer surveys are conducted by either postal questionnaire or telephone. Face-to-face surveys or market
research are generally carried out by low-calibre interviewers with little or no understanding of the issues at hand.
6S uses skilled and experienced business consultants who can observe reactions, identify trends and probe deeper for the
real 'nuggets' of information that could make all the difference to retaining, developing and growing your customer base.
Process and Outputs
- 6S and the client organisation select a representative sample of clients, including any that the organisation
particularly want us to contact
- Agreement reached on who will be interviewed face to face and who by telephone (face to face is more
time-consuming but more revealing in terms of feedback)
- Main survey topics agreed, including any special questions particularly considered important
(e.g. maybe relating to a planned new service)
- Interviews conducted
- Report produced including tabulated results and selected comments and recommendations
- Report presented to SMT
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