We are a company whose passion is to promote positive wellbeing within communities. We want to break the stigma of mental health in our society, and to shine a light on positivity while highlighting support that should be available for everyone. We do this by connecting people who are in need of help with wellbeing professionals in their local area, whether it be a counsellor, life coach, nutritionist, hypnotherapist, or complementary therapist. Our directories - including Counselling Directory, Hypnotherapy Directory, Life Coach Directory, Therapy Directory and Nutritionist Resource - were created to bridge the gap, making it easier for everyone to get the support they need. In addition to this, we also publish a monthly magazine, Happiful and weekly podcast called I am, I have, both dedicated to opening conversations around mental health and wellbeing. Every employee here at Memiah Ltd is truly passionate about the service we provide; we know that everyone has mental health, and that the more openly we can discuss the issues that affect us, the better we can overcome them.
We wouldn't be here without our members, the people that use our directories to find help, or the readers of our magazine. They are all equally important and will get an individualised, kind and personal response with every interaction with us, whether it be by phone or email. We don't think of our work as 'doing' things for our members so much as working with them - we share their goal for success and will do whatever we can to make that happen. Every member of our team is committed to exceeding expectations.
Customer happiness is a main focus within our team and business as a whole. We strive to go above and beyond for our members because we all understand and appreciate how exceptional customer service can make us feel personally. It's a sign that we are doing our job well! Hearing feedback from our members, good or bad, allows us to provide the best service we can, and shows that we genuinely want the best for the individual and their business - after all, the more individuals we can connect with professional help, the more people we've been able to help. As a result, we experience many recommendations and great customer feedback! We all believe in the service we are promoting, so first class customer service comes naturally.
In a time where customers often dread contacting organisations with the fear of being put on hold, getting through to an automated message or receiving template responses - strive to break this trend! This will instantly set the bar for your service and show that those customer expectations that are important to them, are also important to you.
Nicereply helps us stay connected to our members as it gives them the opportunity to share their honest feedback and thoughts on our service. This provides us with invaluable pointers on how to improve our service straight from the horse’s mouth!
Even before we receive the feedback, having the Nicereply feature helps us to constructively communicate with our customers as it prompts us to think from their point of view. This means that we will always act in their best interest and go above and beyond.
Lastly, it gives us such a buzz when we receive positive feedback through - particularly if it was following a difficult conversation. This motivates us to continue providing the best service we can to keep our members happy!
2018 had its challenges, from GDPR to big Google algorithm updates, but we've come out the other side and looking forward to what 2019 has in store.
While our organisation had ensured our own compliance ahead of GDPR enforcement in May, we unexpectedly received an influx of enquires from our members looking to us for support on how this would affect their businesses too. We had questions thrown at us which we simply didn't know the answers to at the time, but we took the time to investigate further for our members, and to direct and support them as much as we were able to. A big part of customer satisfaction is taking the time to understand the challenges your customers face, and to stand alongside them as an ally - even if the final solution is beyond your remit (as it often was in this case), lending a friendly ear and signposting them on to more appropriate resources goes a long way.
Big changes to Google's algorithms can naturally be challenging to an online marketing platform. One of the recent changes primarily affected healthcare websites, which pretty much sums up what we do; consequently, we were concerned about the impact this could have on the performance of our sites. However, by consistently reviewing and adapting our best practices and working hard with our members on their online listings, we've actually seen an increase in page conversions across our site...always look for the silver lining!
Tracking how our customers feel about our service allows us to strive to constantly improve what we do. By giving them the opportunity to comment on our performance as individual advisors, as a team or as a wider organisation, it helps shape not only our future conversations with people, but also our training schedule to help us all develop as people and representatives of the company. Providing opportunities to leave feedback also shows how genuinely we care about our customers' opinions and any suggestions they may want to put forward.
The answers were collected in cooperation with Lucy, Emma, Kim, Jo, Shaun, Hannah, Jen, Chloe and Sian from Memiah. They would like to thank all the customers who took the time to send Memiah feedback in 2018!
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First class service. Friendly and helpful staff
Prompt, polite, friendly, reassuring and most helpful.
Fabulous customer service and speedy resolution and response. Thank you so much for your help.
Excellent speedy response and great, clear and flexible options provided. Friendly and efficient service. Will highly recommend to anyone
Very good and gave all the information I required. Well done ! Happy customer