Link sized

The Client

Link Group’s market leading platforms administer financial ownership data for over 10,000 clients globally. They deliver data, information and customer engagement solutions for companies, large asset owners and trustees across the globe.

The Challenge

Strativity was engaged by Link Group to improve their relationship with their C-level clients. Member/end customer satisfaction was high, but client satisfaction was less so, threatening the renewal of long-term contracts, significantly impacting revenue.

The Approach

Our approach to gain insight into the client experience, Strativity conducted qualitative research with 30 Link Group clients, across a range of segments. This included CEOs, CFOs, COOs, and technical users. The research highlighted the broad array of motivations across different clients, but also universal issues to address. Strativity unpacked the findings with the executive team, considering all insights and enhancement opportunities. They agreed that changes were required to both front-end experience elements such as client portals and account management processes, but also internally to ensure a culture was developed that enabled improved collaboration, partnering and communication.

The Results

Through working with Strativity, Link now has a prioritised and optimally sequenced plan for enhancing the client experience, based on a solid understanding of client motivation and behaviour. Link has engaged clients to discuss challenges and have made several commitments towards an adjusted approach moving forward.

“Strativity helped us map the current client experience, prioritise enhancements and design the ideal experience. We then looked at the cultural and capability adjustments that would be needed to deliver in order to shape and execute the right plan. The team was first class and I would have no hesitation in recommending them to other organisations that want to drive customer centric change.”

Suzanne Holden,
Chief Executive Officer