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Customer satisfaction surveys are great for capturing and analysing transactional data on a large scale, but even when the scores are high, what are your key accounts not telling you and what are you missing?
Because we are independent, your key customers will provide us with valuable insights about your relationship, their future business direction and your competitors that they can’t or won’t easily tell you, either in a survey or face- to- face.
Our customers recognise the strategic value in hearing about their customers’ experience and what the service reality is like, directly from their key accounts, and from a totally independent perspective.
One of the UK’s largest independent digital marketing agencies, Search Laboratory, with a client base spanning Europe and the USA, engaged Service Reality to help them transform their client development strategy.
Using independent Voice of the Customer research and drawing on deep experience of sales and service best practice, we have helped the board to restructure their teams and develop a client service blueprint which has smashed their retention, revenue and profit targets for the last two years running.
Our inputs have included:
The results speak for themselves:
“We continue to refer to the insights generated by Service Reality’s independent client satisfaction research. This has helped us to build deeper relationships with our key global clients, unlocked 7 figure fees, reduced churn by 36%, and Tim’s continued strategic advice and support to the board has formed a core part of our growth strategy moving forward.” Ian Harris, CEO.
We passionately believe that there is nothing more powerful in influencing behaviour change and driving profits than hearing the actual voices of your key customers talking about your relationship, your competitors and what you can do to improve.
Tim’s major customer relationship management experience includes ten years with IBM, six years as sales and marketing director with Ernst & Young and seven years as BD director at Pannone LLP. Tim brings pragmatism, insight and experience to leadership teams who want to improve customer experience, increase customer loyalty and win more business.
Tim has a background in behavioural science and a keen interest in the psychology of buying and selling into commercial markets. He is also a NED for two IT businesses and an NLP practitioner.
Of relevance to business and professional services firms will be his bank of workable ideas concerning global account management, organisational sales effectiveness and service culture change.
With a background in languages and a career spanning 23 years in the Localisation Industry, Bernie draws on deep experience in global client relationship management at board level, strategic selling and in complex operations management. She played a pivotal role in transforming a translation company start-up into a global localisation company with an £80m turnover.
Passionate about the Voice of the Customer, Bernie has many years of experience in managing senior client relationships with Global FTSE 100, NYSE and Dow corporations.
She brings her knowledge and credibility to bear in gaining invaluable insights for our clients. Her operational and process improvement know-how ensures that these insights translate to increased profits for our clients.
Bernie is an independent adviser to a global localisation business, a council member of the Association of Translation Companies and on the advisory board of a start-up. Bernie was recently shortlisted for the Forward Ladies Women in Business award.