Voice of the Client Programmes
Trust is the key commodity in long-term savings and investments. How do you deliver a customer experience that engenders and reinforces trust to drive retention, increased share of wallet and encourage referral?
The answer lies in embedding the voice of your customer into your business. We partner with our clients to create the architecture to turn customer data into insight and insight into action. Depending on your in-house capability, we can support best in class strategic NPS programmes or deliver more straightforward client satisfaction surveys.
Our communities give you the ability to move to the next level. We’ll create an engaged community of your clients who want to work with you to improve your product, service propositions and engagement strategies. We’ll deliver actionable insight, positive brand reinforcement, value to your customers and evidence of Consumer Duty compliance.
Context
Our client was going through significant transformation and wanted to ensure it was led by what clients needed and valued.
Our approach
Following an initial pilot via a pop-up community, the full client and adviser community was launched and has run for over 4 years meeting the needs of the full range of stakeholders across the business.
Outcome
The strategic architecture to embed client and adviser voice into strategic transformation and tactical change.
Value to client
Over time, cultural transformation to be a more client and outcome focused organisation.
Context
A large, occupational pension fund wanted to increase engagement in the pension scheme as part of an overall programme of employee engagement and retention.
Our approach
We ran a pop-up community for 60 pension scheme members over a couple of weeks, seeking their input on the default investment strategies, broader pension scheme objectives and communications.
Outcome
High levels of engagement led to participants becoming advocates for the pension scheme and led to the introduction of enhanced options for sustainable investing.
Value to client
Strengthen employee engagement while delivering on pension trustee fiduciary responsibilities.
Context
A global asset manager was completing a strategic review and had limited client research or understanding of their wholesale and institutional client base.
Our approach
Completed a programme of 200+ depth interviews with key decision makers in clients, non-clients, influencers and gatekeepers across target markets in UK, Europe, Asia and Americas. Designed a quali-quant approach to quantify output into Board level reporting and indicators.
Outcome
Detailed analysis of current satisfaction, areas of competitive strengths and opportunities for improvement.
Value to client
Strong customer feedback on quality of the process and a platform for strategic change.