Future-proof client listening programmes
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? Our new report is based on our survey and conversations with 15 professional services firms. [...]
What’s the future of client listening?
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 and scalable ways to understand clients and anticipate changing needs. This pattern looks set to [...]
5 client listening tips for professional services
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 listen to your clients evolved at the same pace? The changing face of client listening [...]
Social Media Listening – who’s winning on social?
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 Terry, Editor of HCM Magazine - who's winning on social? Our answer, starts on page [...]
3 warning signs for staff comms during lockdown
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 employees on the same page Over the last 3 months, MyCustomerLens has been running employee [...]
Listen to understand not just to respond
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 with this approach is that they don't have time to learn. They don't discover how [...]