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Company: Cubro

Industry: Health
Objective: A formal and independent client investigation to unearth home truths and ways to improve

Service: Cubro are a repeat client, with the latest being 1 x Depth Sounder XL covering three client segments in their community care division
OUR BUSY CLIENTS WERE HIGHLY RECEPTIVE TO GIVING FEEDBACK

"The What Lies Beneath experience was very valuable for us as a company. 

Our clients, many of whom are incredibly busy, were highly receptive to providing feedback to Ange and the team. 
As a result of the insights captured, we were able to not only reaffirm some of our strategic thinking but also implement a number of tactical ‘quick wins’ for our customers.  

We all really enjoyed the journey that Ange and the team took us on"​

Logan Currie, CEO, Cubro

Company: Ceratelle

Industry: Homewares Distribution
Objective: While in a significant growth phase they want to check in with their customers to make sure they're staying focused on their needs

WLB Service: 1 x Depth Sounder

WE WERE SCEPTICS BUT DON'T HESITATE - THE ROI IS WORTH IT!

"Ange and the Team at WLB were recommended to us by another business. We were initially sceptical as previous customer surveys have had no real tangible/actionable results.​

The whole process, even with COVID thrown in the mix was easy and as soon as we read the first snippet of customer feedback we knew we were on to a winner!​

The sheer detail and actionable insights we received and the follow-up sessions we’ve had as a complete team, have set us up for the next 12 months with actionable projects to take our customer experience and overall business direction to the next level.

If you’re thinking about giving them a go, don’t hesitate, the Return on Investment is well worth it!"​

Marcus McLean, Sales Team Leader - Ceratelle

Company: Cirtex

Industry: Infrastructure
Objective: To stay competitive the team are always looking to improve, and be more than just a supplier

WLB Service: 1 x Depth Sounder

IT WAS SO EASY TO IMPLEMENT IMPROVEMENTS

“I am very pleased we made the decision to work with Ange and Tracy at What Lies Beneath, the whole experience was enjoyable, worthwhile and delivered great value. The What Lies Beneath feedback process has been very insightful. There’s nothing like having confirmation, we don’t know what we don’t know.

Humans crave feedback and being able to hear what our clients are saying with a mindset to improve was powerful. Having someone engaging and engaged to speak with our clients was very effective, rather than someone from a call centre.

The process has given confidence and clarity about what to do next and the whole team is on-board and motivated, and the feedback reports make it simple to implement changes and improvements immediately.

The team feel chuffed with the feedback and are motivated to continue to be even better. We are extremely grateful to our clients for their input, and I have already recommended What Lies Beneath to many others”

Richard Judd, MD - Cirtex

Company: Veros

Industry: Property
Objective: To grow bigger, better, faster and stronger through client feedback

WLB Service: 1 x Depth Sounder

WE ENJOYED THE FAST AND FURIOUS APPROACH

“Thanks guys!!! Really appreciate your work on this.  The process was good, we liked the fast and furious approach, it was a good fit for us.

It was a great barometer on how we are tracking and where we can improve, evolve and refine.​

We’ve already made a start on some of the actions that were triggered in the session and will make sure we bring this to life and use the learnings to attract new clients via much more impactful marketing”

Morgan Jones, MD - Veros

Company: Crestline

Industry: Furniture 
Objective: Since using us in 2021 their strategy has significantly changed. They want to hear their clients impressions and take on fresh new learnings

WLB Service: 1 x Depth Sounder XL

WLB HELPED US CHART A NEW COURSE

“The feedback process has been the catalyst to reigniting the spark in our whole team, -  it's fantastic that there are external providers like WLB to help businesses navigate these chunky things.

The discussion started when we were trying to set up our marketing plan in the middle of COVID disruptions and we were unsure exactly where to target our efforts. The insights from our clients gave us a clear sense of identity and direction - it was gold. We'd been trying to get this information for 10+ years!

The way the insights were summarised and presented in the workshop was excellent and the key insight headings are great too - I read them often! I also loved the informal style - it's engaging, and we’ve decided as a family business this is what we want for ourselves. 

We like to get stuck in and get things done, and this process and insights has given us fresh direction and motivation. Overall it helped us see what we needed to do across the whole business and chart a new course, so thanks for this.”​

Richard Renton, Director / General Manager, Crestline

Company: Glasslines

Industry: Construction
Objective: Wanting to keep the wheels on during growth mode

WLB Service: 1 x Depth Sounder XL

FEEDBACK THAT CHANGED OUR COURSE

"We are in major growth mode which puts a lot of strain on a business. 

Cracks were starting to show, and what hit us hard was we were on the path to copy the very reason our customers jumped to us FROM the competition.

Our whole team emerged from the feedback with a new vigour and full of ways we can each improve how we work"

Jed Malcolm, General Manager - Glasslines NZ

Company: Bay of Plenty Regional Council

Industry: Council
Objective: To understand two very different perspectives of the consents process

WLB Service: 1 x Depth Sounder XL

A FANTASTICALLY USEFUL PROCESS FOR US

"The feedback gives clarity around frustrations people are experiencing, shows clear areas we can improve the service that we offer, and gives us real ammunition to have conversations with the rest of our organisation. The process was simple, and the feedback is already great value. We anticipate the value will continue to grow as we use the feedback to gain traction on areas of particular importance"

Reuben Fraser, Consents Manager – Bay of Plenty Regional Council Toi Moana 

Company: Waipak

Industry: Manufacturing
Objective: Dedication to being the best they can be

WLB Service: 1 x Depth Sounder 

WE CAN’T WAIT TO BE THE BEST WE CAN BE

“The What Lies Beneath team are experts in customer feedback, analysis and action. The service delivered by the  team of Ange and Tracey was like nothing else on the market. 

It was fast-paced, growth-focused and turned out to be a remarkably enjoyable experience for us and our customers.

I felt it was crucial to have the whole group hear their findings and work through improvements and opportunities together. This all round approach became a real sign of leadership, openness and honesty in the team moving forward.

We can't wait to start working on some of the changes and be the best we can be, not just for our loyal customers but our future relationships too
Dan Crawshaw,General Manager, WAIPAK

Company: Thorne Group

Industry: Construction
Objective: To stay ahead of the competition through customer focus

WLB Service: 1 x Depth Sounder XL

SCARY BUT CRITICAL TO SUCCESS

"Getting feedback - the good, the bad and the otherwise, can be a scary experience, however it is something we believe is absolutely critical to the success of our business going forward. WLB dove deep into every aspect of our clients experience so that we can take what we do well and reinforce it. Also importantly taking any experiences that didn’t go to plan and implement change, and in some instances new and improved processes and procedures.  Ange is awesome, the perfect person to really get to the nuts and bolts”

Lisa Buck, Thorne Group

Company: Patchells

Industry: Manufacturing
Objective: To understand the challenges of different areas of the business

WLB Service: 1 x Depth Sounder XL

WE GOT WHAT WAS PROMISED AND MORE

"The whole experience was extremely positive, we got what was promised at the outset and more. The process was controlled well, with both our staff and our clients responding positively, in fact clients still tell us how much they appreciated having a say.

There were surprises but at a high-level we knew many of the insights, but the WLB process puts the focus on staff to help them think differently; about the impact they have on clients and how to do things differently and better and our staff are now doing this. 

Despite the world changing since the feedback (Covid-19) the information is not stale, it will continue to be relevant and shape what we do for a long time to come"

*We conducted Four Depth Sounders for Patchells, one for each of their business divisions. ​

Brent Whibley, CEO - Patchell Group of Companies

THIS INFORMATION IS IMPOSSIBLE TO GET ELSEWHERE

"The independence of feedback is powerful. We are all really busy and have particular focuses, but the feedback cut right across all our lines of engagement and put us all in the same boat.  It was great to discuss things as a team and we enjoyed Ange’s objective leadership during the two workshops"

Jen Scoular, CE - NZ Avocado

THEY ARE SKILLED AT EXTRACTING HONEST, DEEP INFORMATION

"Ange has a gift for extracting honest information from people, the feedback we received had a lot of depth. The common themes that came out of the feedback are so valuable, they weren't conflicting either, they were pretty consistent across the board from our clients. A key insight came as a real surprise and we are putting a lot of effort in trying to fix it. We valued the testimonials, which are always difficult to extract from clients. Getting great testimonials like what we received from WLB would be expensive to get otherwise. The staff found it very useful to be involved in the second presentation, and it's great because we refer to the feedback often and everyone knows what we are talking about" 

Lysaght  Surveying, Engineering and Planning

STREETS AHEAD OF OUR COMPETITION

“I’ve had contact with three of the clients What Lies Beneath contacted, who are some of our biggest clients.  They have all commended us for doing this feedback, and said we are streets ahead of our competition who don’t do anything remotely like this. Our clients found the experience valuable, constructive and very proactive, and I feel like our relationships with our clients have strengthened because of this work”

Peter Moodie, Director - Lysaght

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