Recently we have been doing some pretty extensive work on our “client journey”. This is an exercise in refreshing ourselves with our stated desire to put the client at the heart of our enterprise and to put ourselves in “their shoes” as they interact with us, making sure that what we say and what they get are aligned!
As a starting point for this work, we conducted a client survey to solicit some simple client feedback; and the results made for interesting reading. There were some clear signposts as to what business owners expect when doing business with a company such as ours:
[icon_list_item type=”arrow-right”]They want the information to be simple, clear and accurate[/icon_list_item]
[icon_list_item type=”arrow-right”]They want us to do what we say we will do[/icon_list_item]
[icon_list_item type=”arrow-right”]They want to be kept in the loop and communicated with throughout[/icon_list_item]
Now, I suggest you might be thinking ‘I hope they didn’t pay too much for these fairly obvious results.’ But I would argue that there is a constant need – no, requirement, to obtain client feedback and, most importantly, act on it.
We can all do stuff better. Undoubtedly.
We live in an age where news, good or bad, travels fast. Peer review and client feedback are assuming a greater and more visible role in the success of an enterprise.
The financial industry in general has been badly bruised by scandal and mismanagement over the last few years.
It is up to the participants in this field to strive to improve and offer products and services that meet, or hopefully, exceed client expectations.
As the results of our customer survey suggest, satisfaction is about getting the basics right.
Sweating the small stuff.