"Your help has been extremely valuable and we have enjoyed working with you and your team."Bryan Taylor CFA,
President of Cornerstone Management, Inc
Our Mission -- Make the Client Feedback Process "Proactive"
Client Opinions is dedicated to leveraging technology to provide an automated, measurable and continuous method of obtaining client feedback. We believe that conducting sound client research is a proactive and on-going part of the way a company does business - anticipates problems, capitalizes on opportunities and deepens business relationships.
Our 10 Core Beliefs
#1 You can't avoid getting client feedback.
You can't avoid getting client feedback... you will get feedback when they fire your firm or reduce the volume of business they do, at that point the damage is done.
#2 Your only choice is... how you get feedback, proactively or reactively?
A strong client monitoring program will enable you to be proactive -- anticipate problems, take corrective action and identify new sales leads/revenue opportunities.
#3 Listen hard and your clients will reveal the secrets to growing your business.
Listening to clients will provide a perspective that will help prioritize work, anticipate problems, capitalize on opportunity and take action.
#4 Internal feedback is necessary but not sufficient.
Employees that interact with clients are an important source of information but feedback collected in this manner has several critical limitations:
o feedback is not quantified o there are no competitive benchmarks
o trends are not tracked o time lags exist in collecting the information
o feedback is filtered and biased o clients are not given equal chance to give feedback
#5 If you can't measure it... you can't manage it.
If you are getting ad hoc verbal feedback from clients/prospects that is not quantified it becomes very difficult to accurately understand its business and strategic implications.
#6 The ROI on new business from an existing client is mostly "R".
Since the acquisition cost has already been incurred, selling more products/services to an existing client will generate a significant positive return on investment (ROI).
#7 Existing clients are your best prospects.
Clients are predisposed to buying from you, so simply creating awareness of your full offering can create qualified sales leads.
#8 Clients are the DNA of your business.
As the genetic blueprint of your business, clients will determine how and if your business grows. To understand your clients is to truly understand your business - clients are a great source of business insight for the following reasons:
o they have gone through the purchase process o they are unbiased with no hidden agenda
o they understand the pros/cons of your offer o they are likely being called on by competitors
#9 Asking clients for their feedback is the highest form of respect you can offer.
Welcoming your client's opinions says "you truly care about what they think, feel and experience".
#10 A systematic client feedback process is a strong "competitive differentiator".
A structured program to collect client feedback creates a significant "competitive advantage" and differentiates you from your competitors.