We have extensive experience in a wide range of consumer and business-to-business markets. This has been gained over a 30-year period, both prior to and since the formation of SMC.
We have worked in:
Martlets Care, Hove
Martlets Hospice, Hove
The Bridge Community Education Centre, Brighton
Fork to Feast, Hurstpierpoint
Beltons Public Accountants, Steyning
Exact Consultancy, Haywards Heath
Prior to SMC
Ernst & Young
Manchester Business School
Beltons Public Accountants
With an ambitious growth target but with no clear understanding of what their clients thought of them, Beltons asked SMC to deliver a roadmap to better serve existing clients and attract new ones. Beltons also sought improvements to their existing communications strategy.
In November 2004, SMC conducted a customer feedback programme – called ‘Help Beltons Improve’. The goal was to unearth the data needed to make a series of recommendations. These recommendations formed the basis for Beltons’ 2005 Business Plan.
- A clear research methodology: covering letter, incentive scheme (to maximize the response rate), questionnaire (a blend of closed and open questions) and timescales Fieldwork: the questionnaire was mailed to 105 respondents and achieved a 75% response rate.
- Data analysis: all the number crunching, logged on Excel spreadsheets for reference by the client
- Recommendations: Based on the conclusions, SMC provided practical advice on new service offerings; an incentivised new business referral scheme; a contact strategy for ex clients; specific website improvements, and a customer communications strategy
”Russ designed and conducted an extensive programme of research with our whole client base and then delivered some crucial, practical insights, which are shaping our entire business strategy.”
Nick Belton, Managing Director, Beltons Public Accountants, Steyning