Many firms believe that client satisfaction is enough to drive advocacy behaviour such as positive word of mouth and referrals. The future success of firms will come only by forming a mutually beneficial relationship with their clients, rather than simply providing a ‘satisfactory’ service.
To drive loyalty and advocacy, firms need a better understanding of their clients. Rokman Laing can help you improve your understanding of your clients.
We undertake client research professional services providing you with the information, resources and insight to make strategic client decisions. We can help you improve your understanding of your clients to enhance your knowledge as part of key client development programmes or strategic brand development.