102 Lee High Road, London, SE13 5PT, United Kingdom
Our purpose is to help businesses become institutionally client and customer-focused and to transform their operational performance, culture, growth and profitability as a consequence
The Client Centric approach
We have a core belief based on experience, that businesses which follow a client centric approach, enjoy higher than industry average margins, stronger client loyalty and referrals. Such businesses design and launch stronger products and more successful services and drive cross-selling across their firms.
Typically our assignments with clients have three phases. We start with a diagnostic phase to frame the issues. Secondly, we conduct focused analysis, usually of a client’s client base and markets, to provide clarity and confidence about the next steps. Thirdly, we tailor our Client Centric programmes and combine them with interim management and supportive resource, where needed, to deliver changes successfully for our clients.
Over the last 17 years, our teams have worked with many of the world’s leading high-value service businesses in investment banking, wealth management, insurance, legal services and other professional services.
With each project we bring a detailed knowledge and amassed experience of solving the unique challenges which face service industry businesses to shape effective programmes.
Our clients expect that we speak the language of experts in service and client relationships and that’s why we stick to our service sector focus. We also find that the learnings in each of the three sectors in which we focus, provide valuable learnings for our clients in other high value service industries.
In a market with more multi-banked individuals and where loyalty is weakening, we help firms to shape a rigorous approach to generating growth from existing relationships. Our teams define, pilot and implement client insight programs which deliver an immediate ROI to the institution from new opportunities and increase in clients’......
We appraise the operational contribution of major support functions and suggest practical improvements to drive better accountability and responsibility for key tasks. We work with back, middle and front office teams to understand responsibilities, task management and hierarchy. Our frameworks and incentives approach helps achieve buy-in which results in step......
The process of reducing the product suite has positive cost implications but risks alienating clients if not done sensitively. Our client centric methodology helps firms migrate their clients, deliver operational benefits and clarify market positioning for the firm. It also has positive application in new product development through guidelines which......
We help firms to develop tailored coaching and support for teams including those without day-to-day client contact, that drive service consistency and improvements for clients. Our approach is based on up-to-date research of HNW and UHNW client needs in all major markets and in segments such as HNW entrepreneurs....
The Client Centric Index is a self-completion diagnostic test. It helps you take the first step towards the transformation of the performance and profitability of your firm by aligning its capabilities, structure and culture more closely to its clients and markets. It comprises 12 questions It takes 5 minutes to complete online It......