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my customer lens blog

How to increase client survey response rates

By |November 17th, 2021|Categories: Client Listening|Tags: , , , |

Idea in brief I'm often asked what we do to help increase survey response rates. The answer is that we help firms do three things differently. This post covers the what, why and when of increasing client response rates. But these three tactics only work if you accept [...]

Top 5 trends in client listening

By |November 10th, 2021|Categories: Client Listening|Tags: , , |

Idea in brief In 2021 several trends emerged that will continue to shape how firms approach client listening in 2022. In this guest post, Claire Rason from Client Talk looks at 5 trends in client listening that your firm needs to be paying attention to. From adopting an [...]

What % of law firms ask for feedback during a matter?

By |October 26th, 2021|Categories: Client Listening|Tags: , , , , |

Idea in brief Most law firms still don't collect feedback during a matter. The traditional approach has been to ask for formal feedback only once the client work is complete. This gives forward-looking firms a competitive advantage when they move to an always-on approach to client listening. [...]

Client listening in accounting firms – how to get results

By |October 14th, 2021|Categories: Client Listening|Tags: , , , , , , |

Idea in brief Client listening in accounting firms is evolving. Forward-looking firms are moving on from traditional surveys and selected interviews. Instead, they are embracing continuous client listening. By adopting an always-on approach, firms are gaining a competitive advantage through making faster and more informed decisions. While technology [...]

When do you enjoy receiving feedback?

By |October 12th, 2021|Categories: Client Listening, Continuous feedback, Reimagine Feedback|Tags: , , , , , |

The other day, I was asked what I meant by feedback. It's such a commonly used word, but it means different things to different people. And rarely do they admit that they enjoy receiving feedback. To some people, feedback means surveys because that's how they gather feedback. To some, it [...]

Strong client relationships – the business case for listening

By |July 29th, 2021|Categories: Continuous feedback|Tags: , , , , , |

Idea in brief What people need from law firms has changed, and some firms are listening and responding quickly to steal a competitive advantage. If your firm is still struggling to move on from traditional feedback processes, this article lays out 5 benefits that can help expand your [...]

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