Improve client experience
Keeping clients happy in a hyper-competitive market is an increasing challenge for professional services firms. Our research shows that acting on feedback and proactively resolving problems is the number one driver for deepening client relationships.
Get this right with client feedback tools that help you identify problems as they occur, allowing you to track your service performance over time with granular segmentation. With these insights you can take the appropriate action to improve client experience.
Feedback alone only tells half the story. With our competitor benchmarking, you can compare your performance with key competitors. Discover your areas of strength and bring into sharp focus the areas of relative weakness that require action.
Our CX transformation practice can help you build a client-centric culture in your firm, consistently delivering excellence across the entire client journey. We work with you to find where your clients are experiencing moments of magic and moments of misery.
As clients become more sophisticated in managing panels and tender processes, the cost of client acquisition grows, and competition increases. Understanding which opportunities to bid for reduces the risk of demoralising your team while making efficient use of your resources.
Our Brand Health research can help you understand what drives consideration and purchase decisions to better inform your submissions and proposals. Improve your performance on your brand and business development funnels, while comparing your bid:win ratios with competitors.
Our Business Development training can teach your team how to proactively find opportunities to create work. Learn the skills to help you close on your prospecting, and then collect feedback on those bids using our Client Feedback Tools, systematically tracking what works and what doesn’t.
Set and achieve ambitious targets
Whichever way you want to grow, we have the experience to help you do so sustainably and profitably. We will help you set growth targets with our Strategy Consulting service, firming up your unique selling proposition and developing a tailored pathway to growth.
Using CX Transformation, we can help you garner repeat business and top-notch referrals by offering excellent client service. We will help you develop consistency in this experience throughout your entire firm, from your services, to your people, culture, leadership, and processes.
Our Pricing Consulting helps you develop your value proposition, while articulating it in the way that clients and prospect will respond to. Maximise your profits by understanding where to focus on volume and routine work, and where to focus on large, more complex work.
Leading your firms while leading the market is becoming increasingly difficult. Market dynamics and client behaviours are constantly changing, making it difficult to track the evolution of best practice.
Our Strategy Consulting services help your firm develop evidence-based business strategies. We do this by helping you review your direction, assess your internal resources, identify the trends in your industry, before guiding you in execution.
Use our Market Research services to survey your clients as well as the market. Test the pillars of your strategy, uncover unmet needs and identify trends in the market.
Competitor Benchmarking and tracking helps you monitor the progress of your approach, offering data that can be used to bolster your strengths and leverage your competitors’ weaknesses.
Strengthen your brand equity
Client service is steadily improving across all industries, making it harder to compete in hyper-competitive markets. Developing a strong brand can be one of your biggest assets.
Our Brand Health data shows you how the market perceives your brand fingerprint. Are you the leaders in your areas of specialisation? The data will answer this for you as well as showcase your areas of competitive strength to use in your marketing efforts.
Our Market Research services can be used to create thought leadership with insights generated from your clients. We provide the independent and authoritative research and analysis expertise needed to help you position your brand.
Firms like yours use our Business Development services to review their marketing and BD functions. Identify gaps, improve implementation and ensure your team is fit-for-purpose and future-proof, using our decades of experience and evidence-based insights on marketing effectiveness to guide you.
Firms are facing immense pressure from clients expecting more for less, the rise of automation reducing industry costs, the number of new firms entering the market, and the blurring of boundaries between professions.
Through our exclusive Competitor Benchmarking, we can help you identify where you are positioned compared to market competitors on fees, service performance, value, and cost consciousness. This data highlights where the industry’s greatest competitive pricing pressure stands and – importantly – where you may have discretion to increase fees.
Utilising our Business Development services, we arm your team with the skills they need to proactively prospect for new work with your clients. Our Pricing Consulting will then help your firm move along its pricing maturity journey. We can help you identify your value proposition, and develop an evidence-based pricing strategy that will teach you how to negotiate on price.
