Make informed decisions, build stronger relationships, and grow your business

Stakeholder relationships are the cornerstone of successful organisations. But do you know how your clients, team, suppliers and referral network really feel about your business?

Our independent listening programmes deliver valuable insight from your stakeholders which allow you to reflect, and take decisive actions resulting in stronger connections and business growth.

Services

To keep things simple we offer two listening programme options. You can choose a project-based approach, focused solely on gathering insights from one or more stakeholder groups. Alternatively, you can opt for an ongoing arrangement that seamlessly integrates continuous insight with our consultancy services.

Insight Projects

Whether you require insight for a strategic initiative such as a brand refresh, product or service launch, or the development of a training plan for your team, we’ve got you covered.

Alternatively, if you’re seeking consistent, independent interview-only support as part of your client care programme, also we’re here to support you. Our flexible approach allows us to collaborate with you on a one-off or as required basis, providing valuable insights to shape and guide your projects.

Ongoing Work

In addition to engaging our services to gather stakeholder insights, some clients opt for an ongoing monthly collaboration where we not only gather insight but also implement the recommendations derived from the research.

The specifics of this approach vary for each client but could include initiatives such as key account management programmes aimed at driving organic growth, delivering client service values, a refreshed client or supplier journey, or ideas to inform recruitment campaigns.

We appointed Anna to perform a lead role in developing, and helping us implement, a key client feedback initiative as part of our client relationship programme. As an independent third party, Anna engaged with a number of our key clients, with the aim of facilitating transparent and constructive dialogue. Anna was great to work with and provided seamless assistance through the process, playing an important role in enhancing client communications together with insightful feedback and recommendations.

Sadiq Jafar Managing Partner, Hadef & Partners

Anna is independent, professional, proactive and accessible. The client listening exercise not only confirmed our thoughts but so much more. It gave us all some valuable insights into why our clients like to work with us and continue to engage us, and what makes us stand out from our competitors. The team and I enjoy working with Anna, and I’d highly recommend her services.

Gareth Burton MD, Assure UK

Anna puts the information in a really clear format, which pulls everything together in one place and allows us to easily identify the actions. Anna provides us with some great feedback our marketing team and lawyers are then able to use to further promote the TLD brand. She is a delight to deal with and we have no hesitation allowing her to contact our key clients to work her magic.

Kirstie Penk Director, The Legal Director (TLD)

The support provided by Anna Lake Insight is invaluable. It allows us to gather independent reviews and feedback from our clients, as well as draw on comprehensive summaries of qualitative and quantitative data. This continuous flow of insight helps us refine our offerings and enhance our engagement approach with both clients and associates. By putting the 'voice of the customer' at the heart of our strategy, we achieve outstanding results, and Anna enables us to do just that at Sullivan & Stanley.

Mat Stanley Delivery Director, Sullivan & Stanley

What My Clients Say

Some people are all about the shine and little substance - some are super diligent but lack punch when presenting and clearly weren't in the Q for EQ. Anna is the full package. She knows what she is really good at (client listening) and focuses on that - no consultant creep on her part - and is an absolute pleasure to work with.`

Peter Kane Managing Director and Founder, The BD Consultancy

Anna supported me on a recent project, and I was impressed by Anna's dedicated and thorough approach. Anna took the time to understand the project and showed real tenacity, which resulted in us discovering valuable insights which help us to craft the right approach. Highly recommended.

Ben Rotheray Managing Director - Digital & Innovation Specialist, The Value Engine

Anna is adept at looking at challenges from the clients perspective. This has always ensured that the outputs are fit for purpose and effective in the market. She led the team responsible for BDO's 'Exceptional Client Service' agenda and managed a number of internal and external campaigns to highlight the firm's service leadership and ensure standards were upheld. While a member of my team Anna embraced the huge challenge of a three month secondment to our firm in India. She had an immediate impact and having visited the firm recently she left a significant legacy of a well-structured team and a strong market proposition. She also developed and delivered training for over 200 staff on the firm's client service agenda, sessions which were thoroughly enjoyed by partners and staff alike. When you need someone you can depend on, when you just need it done and when you need it done expertly, Anna was always my first choice. Dedicated, expert and passionate.

Allan Evans Global Head of Business Development and Marketing, BDO

I first met Anna a few years ago when she was speaking at an event about client listening and it was instantly apparent how focused and experienced she was in this subject. Since then, we've been lucky enough to have Anna work with us on a few large client projects and she has been superb. Knowledgeable, professional, dedicated and personable - Anna has been able to deliver all the insights the client needed, and more. Her ability to engage with interviewees and pull out the important details have made all the difference to our projects.

Claire Fowler Director of Communications, The BD Consultancy

Paul Stevenson Strategic Marketing Consultant, NED, and Founder of WTWS Marketing Consultancy

I engaged Anna to kick off a customer listening pilot which has been instrumental in us raising the importance of our voice of the customer programme at Skill Dynamics. Anna's vast experience made the process easy to run and the report she produced helped us to focus on the most impactful changes we could make to improve the customer experience. Our customers really valued the time with Anna who acted as a highly credible representative of our company - this combined with her fun and engaging style makes Anna a pleasure to work with and I look forward to working together on future projects.

Marie James Phillips Marketing Director, Skill Dynamics

Our approach encompasses three main aspects: gather, reflect, and act

We gather valuable and actionable insight from both internal and external stakeholders through interviews and small focus groups. Conducted predominantly online, these interviews allow us to service a global client base and engage with geographically dispersed stakeholders.

The outcomes of these conversations provide you with a foundation for reflection, supporting you to make well-informed decisions. We pinpoint opportunities to amplify positive messages and identify areas that may require attention.

We collaborate with clients to act on and implement the insights gathered, which in turn maximises the overall value and impact of the process. It’s essential to recognise that the purpose of seeking opinions is not only to listen but also to act. While many interviewees appreciate the investment in third-party listening, taking tangible actions based on feedback is paramount for building stronger relationships and supporting business growth.

Our work is guided by our core values

Adding value

At Anna Lake Insight we understand that true value comes from honest, open and transparent partnerships. That’s why we will always be upfront about whether we’re the right fit for you and your project.

Strong relationships

We recognise that we wouldn’t be here without the wonderful people we’ve met along the way. Therefore our approach is rooted in trust, collaboration, and mutual respect, enabling us to support also our clients in building their own robust networks.

Acting with integrity

Integrity is at the core of everything we do, guiding our decisions and actions to support your success. We understand the importance of discretion and the trust you place in us when engaging your stakeholders.

Helping others

We believe in the power of giving back and supporting others. Our business has flourished through word of mouth, and we are passionate about paying it forward by offering relevant introductions and assistance to others in our network.

About Anna

Anna’s career has spanned both the public and private sectors. She has worked in-house for large professional services firms and led BDO’s ‘Exceptional Client Service’ agenda. Anna also remains actively involved in the sector as the Regional Director in the South West for the PM Forum.

Anna works with a number of professional services firms as well as organisations across other sectors across the UK and internationally.

What our clients say

Click and scroll through the case studies below to see what our fantastic clients have to say, and learn how we helped them with our tailored client listening programmes. From personalised insights to strategic solutions, discover how our dedicated approach has made a difference for businesses just like yours.

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About Me

I’m on a mission to make client listening accessible and easy to implement for businesses of all sizes. I help you understand when and how to best listen to your clients and then, just as importantly, how to interpret and use the feedback you receive to keep your clients happy, increase revenue and win new business.

Get In Touch

I’d love to hear from you, please use the contact box below or call +44 7738 728221