The measure of customer satisfaction was significantly improved
50% growth in proportion of “Very satisfied” clients.
Retention of a number of £1m+ accounts previously under threat.
The awareness of customer value increased across the organisation
The client issue
As a key driver for growth through large complex opportunities it was essential that the client was able to broaden their contact strategy
The client needed to increase the capability of the sales and business development teams to reach higher and wider contacts in their accounts to realise this strategy.
We worked with key leaders across the organisation to build a team focused on improving customer perception.
The senior executive team were engaged in discussing the strategic implications of customer feedback.
A detailed research plan was developed and deployed, covering fieldwork, analysis and communications across all stakeholder groups.
Action plans were reviewed and implemented to deliver sustainable change.
A set of key measures were developed to track improvements and underpin objectives.