We’re so proud to have achieved an 89% client retention rate in 2024, but we couldn’t have done it without each member of the team and the unique skills they bring to Coterie. There are a number of ways that we ensure that our employees feel valued and content in their work, and we wanted to give you an insight into this process. Our team consistently delivers outstanding work for our clients, and in turn we receive glowing customer feedback and are able to retain clients year after year.
Happy team, happy clients!
‘100% of people agree or strongly agreed that Coterie was a great place to work’ MOAI Health
We are lucky enough to work not only with a happy team but also with an incredibly talented one! Our Customer Success team come from the industry, so they fully understand customer needs and our wonderful Delivery Team have tons of experience and understanding of the IT industry. This means they are able to work flexibly with clients, identify challenges and offer solutions aligned with their goals.
‘I’ve been a client of Coterie for nearly 10 years. The quality of the people is what keeps me coming back. I need strategic thinkers combined with articulate and professional technical writers, which is no easy task. Every single year we look to improve from the year before. Every year we agree how we will raise the bar again and what will we be famous for.’
So, let’s take a look at how we nurture our team, and how this, in turn, translates into our valued and long-standing customer relationships.
Rewards & benefits
We take great pride in our team and are committed to creating an environment where everyone feels supported and motivated. Over the past decade, we’ve carefully crafted a rewards and benefits package that fosters both personal and professional growth. This includes flexible work arrangements, wellbeing initiatives, ongoing training, and performance incentives, all designed to ensure our team is fully equipped to deliver the best customer service.
Our approach not only helps us retain a strong, engaged workforce but also ensures that every client interaction reflects the high level of care and dedication we instil in our employees.
MOAI health
At Coterie, we take the mental health of our team very seriously. According the MHFA website, last year one in five UK workers reported feeling unable to manage stress and pressure in the workplace. We understand that regularly monitoring the mental health of the team and supporting them where necessary is crucial. That’s why we use MOAI, a mental health platform that combines proven educational resources, clinical interventions and smart technology to help protect our team whilst helping us build a culture of psychological safety, compassion and belonging.
MOAI provides the team with routine check-ins and analyses how team members are feeling and approaching areas like sleep hygiene, self-compassion and culture.
Depending on the results, the MOAI platform will then serve up relevant content or in some instances, a clinical pathway. Within the platform, there is the option for any team member to book a phone call with a clinician to get rapid advice.
We are able to see the overview of results and identify any company patterns. If patterns are identified, then MOAI Health will host a session around this area.
We’ve found this to be a useful tool for the whole team.
“What I love most about Coterie is our vibrant energy and sense of connection, no matter where we or our clients are in the world. As a fully remote agency, we’ve had to build clear communication and collaboration into our DNA. We are good at leaning into each other’s strengths, creating real synergy with our peers and clients. And because we’re always acknowledging what great work looks and feels like, this helps fuel our customer centricity and continuous improvement.”
Dedication in delivery
The dedication from our team shines through in our client work and our refined internal processes ensure that the client is front and centre through every step of a project. Here are just some of the factors within our delivery that have contributed to our excellent CRR this year.
- We always run client and internal kick-off meetings as well as having regular contact throughout projects to keep the client well-informed.
- We conduct customer satisfaction surveys at the end of each project. We have a target of 4.25/5 and have achieved 4.6/5 this past year. Something we’re very proud of!
- Detailed responses to these surveys are shared with the team.
- We have developed in-house tools to assist with efficient delivery, including our Partner Prioritisation Tool and our Digital Value Proposition Tool.
We strive for satisfaction all round, whether that’s within the team, our client base or our wider connections. The way we work together, and the processes we follow all exist in order to do these 3 things:
- Enable partner marketeers to connect and learn.
- Provide a supportive and enjoyable place to work.
- Consistently deliver excellent work for our clients.
We’re so grateful to the team for their continued hard work, and as always thankful to our clients for continuing to trust us with their projects.
If you have any more questions about our processes, then please feel free to reach out.
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