The Client Situation

An HR consultancy working with small-to-medium businesses and not-for-profits in navigating the complexities of managing people wished to conduct a full review of its prospect, onboarding and client journey to help enhance its client experience (CX) to a greater extent and strengthen client relationships, bring in more new work from an existing client base, and streamline or raise delivery where possible.

The Solution

FWD Focus conducted a discovery session with the founder and director of the HR consultancy developing balanced, cost-effective and tailored human and/orAI CX solutions considering existing and new applications.

The Results

In less than six months, ROI and advancements were seen at different stages building CX and trust, and brand reputation and advocacy, as well as internal gains amongst the team and improvements to use of organisation systems and processes. Even smaller-scale and incremental changes fostered a further shift in the consultancy’s mindset in the way of working between the human element and AI to best suit its business.

Specific Results:

• • The company significantly increased client communications overall adding authority and value.
  • It was engaged regarding new work without extra sales pitch conversations.
  • A 2.6 times higher response rate was achieved in the client check-in survey after implementing FWD Focus’s recommendations on the approach, allowing timely monitoring of the level of CX to ensure client retention. In addition, there is steady build up of more detailed quality data and insights to inform decision-making in a competitive market and marketing-ready material.
  • Regular social posting solidified to maintain higher visibility.
  • Internally, clearer team member roles evolved, and regular scheduled marketing meetings take place.

How Can We Help You?

Check out our services menu and blogs to learn more. Or get in touch to start a conversation.

• • Blogs
  • Get In Touch