Client feedback is more than simply a way to validate what you do
As the economic recovery slowly takes hold and we look towards the implementation of the RDR, many firms are now looking at the strength of their business, and identifying any gaps or weaknesses in their service proposition and relationships with their clients. Focusing on building your strengths, marketing your business and adjusting your approach to correct any weaknesses in your proposition will ensure that you build a stronger business and in the longer term, a more profitable one. The solution lies in understanding where your clients are now and where they need and want to be, and that's why listening to your clients' opinions is now more important than ever. Today's customer will look for the value in a proposition and how it meets their personal requirements and this is the very reason why firms need to use The Customer Feedback Centre to align their service, marketing and branding efforts with the needs of their clients.
Client Feedback Questionnaires; more than simply a tick-box exercise
TCF Centre client feedback questionnaires are one of the most widely established techniques for advisory firm, networks and providers to obtain feedback from their clients, and that's because they work. As a way of gathering client opinions on the services you offer, The Customer Feedback Centre is an efficient, cost effective way to ensure you know at all times what your clients think about you, what they like and don't like, and the feedback ensures you can adapt your service proposition to the changing needs of your clients and continue to deliver the very best service.
But once you get the process right, the benefits of collecting such valuable customer intelligence goes much further than that.
Client Feedback for Better Client Management
A strong service proposition increases a client's engagement in your firm. Clients who are engaged with your business are enthusiastic about what you do, they recommend you to others, they provide you with testimonials, they become part of your marketing collateral and ultimately they increase your profits. Listening to your clients helps you shape your overall service proposition and in today's climate, clients demand the best service more than ever before. When times are tough, clients are more selective about where they spend their money and they will look for more than simply the best price or product.
Client feedback for more effective marketing
The value in your proposition is what your clients tell you it is and guessing could be expensive if you get it wrong. This is why The Customer Feedback Centre is an essential component of any marketing plan. It helps you shape your marketing plans to the demands of your target audience and the feedback your clients give you is in itself a great marketing tool.
Your clients are the best measure of what works and what doesn't and listening to them can help you focus your marketing efforts and your marketing budget in the right place. This means asking the right questions; the ones that you can do something about; the ones that give you a picture of what your clients look for in terms of service approach, communication or documentation; the ones that tell you how your clients feel about your brand, your people and your culture.
Positive client feedback is one of your most powerful marketing tools. Positive feedback identifies those clients who are likely to provide referrals, and verbatim comments make great testimonials. The best time to ask for a referral is immediately after you have provided great service to a client, and feedback questionnaires focus your clients on the great service they have just received, so asking for referrals or testimonials becomes a natural part of your client feedback programme.
Client feedback strengthens client relationships
People really value responsiveness and proactively gathering client feedback shows you are serious about service excellence. It tells your clients and prospects that you value their opinions. It shows that your company is sincere in determining whether a client was satisfied.
The Customer Feedback Centre ensures that you can build a strong service proposition, that is aligned to the needs and demands of your clients and that can be marketed effectively. Gathering feedback simply to validate what you do is a wasted opportunity. Once you have an effective client feedback process in place, you can start to make the most of the responses your clients give you to grow a better business.
How ‘The Customer Feedback Centre' can help
Whether you are an IFA, network or provider, The Customer Feedback Centre from FinQS helps you to understand what your clients think about what you do so that you can deliver the best service; in the right way, at the right level that is profitable for your business. This innovative technology ensures that you can realise all the benefits of a well-crafted client feedback programme, quickly, easily and in a cost effective way.
To find out more visit our website at www.finqs.co.uk or telephone FinQS on 01564 711153 to arrange a demonstration.
