Q: What do buyers of business services really want?
Q: How do they make decisions?
Q: What’s the best way to deepen the business relationship, generate referrals and grow revenues?
These are some of the questions that business-owners and executives struggle with every day.
And, without answers, business will suffer and firms will fail to meet their full potential.
Our Purpose
Our purpose is to provide practical answers and insights that are valuable and, above all, actionable.
We base all of our work on a simple premise: Client Focus, i.e. learn what matters most to your customers and focus, relentlessly, on delivering those things to them.
The purpose of any service-provider is to serve its clients by creating successful outcomes for them. And achieving these successful outcomes is predicated upon having a solid understanding of clients’ current, and emerging, needs and then aligning your company to consistently, effectively and efficiently deliver what those clients value most.
By establishing this understanding, i.e. what is of real and practical importance to the client, this insight also provides an effective, evidenced-based foundation for actively managing, and deepening, the client-supplier relationship.
Our starting point is to understand the dynamics, from all perspectives, that constitute the business-relationship.
At the heart of this understanding is the client-perspective – it provides deep insight into the strategic and transactional expectations and decision-making processes that are employed by clients throughout the life of a relationship. It reveals what works, what doesn’t, and why.
Our Insight Discovery Programme, for gathering this understanding, uses a variety of techniques but focuses upon two primary strands: Market Research and Experience-Assessments
Market Research
Our market research is conducted with a selection of carefully targeted buyers with whom we perform in-depth, one-on-one interviews. Instead of asking them about supplier selection in general, we craft our questions to reveal the details of the evaluation process and how clients work with specific types of supplier, over time.
Experience-Assessments
Our experience-assessments are much more ‘up-close and personal’. They focus upon the key facets of the relationship-experience between various parties but, primarily, they focus upon the relationship-experiences and service-experiences between nominated clients and their service-providers.
From this data, we collate, analyse and recommend the actionable insights that build the foundation from which to inform & align our client’s customer-strategies, service-offerings, marketing-plans, sales-campaigns and customer service. From there, we create (and can execute) the change programmes that, ultimately, drive revenue and client loyalty to achieve sustainable, profitable growth for the business.
Understanding where the shortcomings lie, opens up the opportunity for improvement.