How well do you understand your clients’ experience of your service?
Which clients are vulnerable to switching?Where do clients suggest improvement to keep their business?
How engaged are your people? How does engagement change over time?
Where would your people like to see change in your firm?
How is your brand perceived by potential clients?
What does social media say about you? Are referrals not converting? Do you know why?
Word of mouth
What do clients tell friends and colleagues
Who is referring you? Who could refer you? – if you only asked. How can you increase referrals?
Learning and development
Who in your firm are the standout performers from your clients’ perspective?
Who needs more support and training? Where do your clients say these staff need to improve? What coaching is needed?
Your professional network is a great source of referrals. How well do you understand who is referring you, who isn't and why? Where could you improve to lift the value of this referral source.
Klient Kulture offers a simple solution to answer these questions and more to help drive growth for your firm.
Send a simple one question survey
A short email asks your clients one easy question - how likely are they to recommend your services? This approach is used by leading personal services firms and businesses - including PwC, KPMG, Deloitte, BDO, Apple and Amazon - as the most effective and simplest client loyalty measure (see NPS explained). The client simply clicks on a number within the email.
Include an open ended
We include a simple, optional, open ended question to illicit further feedback. In our experience, most clients provide this more detailed feedback. The feedback can provide a real boost for staff. At the same time it can also provide important feedback on opportunities for improvement, either particular to the service provider or systemic across the business.
Encourage the right clients to leave a social media review
For any client that scored you a 9 or 10 you can invite them to leave a social media review on Facebook, Google or TrueLocal. Reviews are increasingly important as they now impact on your search engine ranking – so the more reviews, the higher your ranking.
All of your client's scores and feedback are accessible in your dashboard in real time. Depending on your access level, you can also see results grouped by professional staff you manage, firm divisions, locations or the entire firm.
Now that you have segmented your client base by loyalty, you can consider offering additional services to your most satisfied clients, or ask them for a referral. Our software makes managing follow-up simple. Pre-allocate responsibility for follow up with concerned clients or assign it on a case by case basis. Identify service issues.
Firm loyalty score over time
Track your performance over time on multiple levels - firm, region, division, team or practitioner level.
Test the results of your service improve initiatives.
Ensure accountability for client satisfaction.