What does a future-proof client listening programme look like? With professional services firms now part of the experience economy, and remote working disrupting how firms deliver their services, how should client listening be evolving? [...]
The future of client listening is exciting. This cornerstone of revenue growth saw some dramatic changes during 2020. With remote working impacting both clients and firms, Marketing & Client Care teams looked for more agile [...]
How much of an advantage does client listening give you? 2020 has been a year of change. Client needs & expectations changed. How firms deliver services to their clients changed. But has the way you [...]
As gyms geared up to emerge from lockdown, each brand launched their plans in a reopening video. By using social media listening, we were able to answer the question posed to us by Liz [...]
Whether working or furloughed, employees share a strong need for information. Staff comms have evolved rapidly in the last few months. So we looked at how well communications are hitting the mark. Keeping all [...]
Does your organisation listen to understand or listen to respond? In trying to be efficient, many businesses focus on responses. They deal with the issue and move on to the next one. The problem [...]
Lockdown and remote working has led firms to adopt a digital-first approach to monitoring client relationships When clients and employees started working remotely, the initial focus was on tech for managing communications - Zoom, [...]
Is your organisation using empathy-led decision-making at the moment? Hi, in this newsletter we're looking at empathy, and how it needs to be guiding your priorities and decision-making. Empathy means thinking holistically about all [...]
How are the decisions you're making today, impacting on customer and employee experience? Every business is facing tough decisions right now. Decisions that will impact their value proposition for years to come. Changes to [...]
Welcome to the Customer Insider Well it's been quite a couple of weeks. Covid-19 is reshaping how we all work, gather and exercise. It's a moving picture too, as new measures and support are [...]
