Here at Peter Lee Associates we conduct research programs that focus on various asset classes — Equities, Fixed Income, Property, and Currencies — and across different industries — Stockbroking, Investment Banking, Real Estate, Investment Management and Commercial Banking. But, although the underlying questions will differ, a common theme runs through all programs we undertake: How can our clients better service the needs of their clients?
The advent of technology might have helped improve corporate bottom lines but in many cases it has been at the cost of a reduced customer experience. And this despite the fact that improvements in customer satisfaction levels form a part of a number of CEO’s KPI’s.
Let’s face it, customer service should not be rocket science — determine what the client wants and then deliver it to them. Not to be flippant but it’s a bit like ringing your local pizza shop and ordering a Cappriciosa and, strangely enough, finding that is exactly what’s in the box when you open it on delivery!
So whilst we come from the standpoint that says customer service should be rather straightforward we also believe that you will never get it right. Customer needs are always changing and it is the task of the customer facing people to change with them. But how does that happen?
Put simply, you need to continually listen to your clients and move forward from there. And that is what we at Peter Lee Associates seek to do. We listen to your clients and then present to you their thoughts and comments about how you interact with them. And whilst we take you through the views of your clients we also show how your competitors are faring with those exact same customers. We give you lots of numbers and data but also lots of simple, easy to understand graphics – all of which we spend time explaining in so you have no excuse for not “getting it”.
And having learned what the issues are we work with you to address those and help you to improve your customer experience — which, hopefully, means your share of both a client’s mind and, most importantly, their wallet grows.
As one of my very first employers used to say — The client is the only thing that matters in business; and if you look after them, the business looks after itself.