Ben Snutch, Chief Customer Officer at Go Inspire – a Xerox Company - knows the importance of a high-quality Quarterly Business Review (QBR) process. We sat down with him to understand how the adoption of Clientshare Pulse has helped his team to deliver better Business Reviews to improve customer retention, whilst delivering a better service. He explained how sharing innovation and deepening Go Inspire’s understanding of their accounts has enabled them to improve the overall client experience.

What challenges did you face with QBRs before Clientshare?

Our main challenge before adopting Pulse was inconsistency in the structure around how QBRs were conducted. This meant there was no standardised way of tracking how or when the reviews were happening and their outcomes.

We needed to improve the consistency of our reviews and build transparency around the feedback that was collected. We didn’t have a true process for dealing with the feedback we received. We turned to Clientshare to improve the transparency around customer feedback and ensure the right stakeholders were kept informed.

How has Pulse helped to solve these challenges?

Clientshare has brought some much-needed structure to our QBR processes. By using the Pulse platform, we are able to standardise the review process across our teams internally, and offer consistency to our clients.

Using Pulse has enhanced our customer engagement and encouraged ongoing communication and collaboration. In turn, this has offered visibility into feedback trends and enabled us to focus on areas that need improvement. Any potential changes and developments   are flagged early on – with both the account team and senior leadership – so they can be addressed proactively. Pulse has got us into the right habit of following up on customer feedback in a timely way.

For example, we received an NPS score from a customer that wasn’t as high as we had expected. By seeing this score in real time through Pulse, I was able to contact the customer immediately to understand the reasons behind the score. Thankfully, in this instance, it was simply a case of NPS being quite subjective and they believed it was actually a very good score, meaning we had nothing to worry about! But, if this hadn’t been the case, we would have been slow to act on a poor NPS without the insight from Pulse.

How have your customers reacted to the introduction of Pulse?

Our customers have noted improvements to their Business Reviews with the implementation of Pulse. Just the other day, I had some very positive feedback from a charity client of ours who really appreciated the fact that a tree is planted every time they submit a review, which aligns with many of our clients’ own sustainability objectives.

Our customers have mentioned that they appreciate how we acknowledge that they’ve completed their review, even if there aren’t any specific actions needed. We are able to do this thanks to the email notifications we receive through Pulse.

What are your favourite features of Pulse?

We are able to deliver the content our clients expect effectively through the Pulse platform. Go Inspire can prove its expertise by presenting Thought Leadership pieces around industry trends, statistics and proof points that help our customers avoid common pitfalls within their industries. Including value-add content within a Pulse review demonstrates our knowledge to all the relevant client stakeholders, strengthening our relationship with them and ultimately helping them on their journey.

The ability to segment our customer base by sector is a very valuable feature of Pulse. It highlights interesting patterns in customer sentiment, providing essential data. The ability to assess a part of our business as a whole through a collection of reviews on Pulse provides clear insights into what is, and isn’t, working.

About Go Inspire

Go Inspire serves as a trusted Marketing Performance Partner, prioritising outcomes over outputs for clients across diverse sectors. Their services span strategic consulting, data-driven insights, personalised interactions, digital marketing automation, and seamless omni-channel experiences. With a focus on efficiency and effectiveness, Go Inspire guides businesses through their marketing journey, ensuring impactful results.

Learn more about Go Inspire, a Xerox company