Customer Experience Blind Spots – Perception v Reality
Idea in brief Decision-makers are struggling with customer experience blind spots. They are losing sight of how their customers feel right now. Either their surveys still rely on closed questions or their teams are collecting disconnected feedback data. In many cases, it's both. Resolving experience blind spots starts [...]
Brand alignment – does your promise match reality?
Brand Alignment - the idea in brief Your brand is not what you do, it's what your clients feel. Your firm's brand is the sum total of all your clients' experiences. Firms with brand alignment are driving sustainable growth because they get more referrals and more testimonials. This [...]
The importance of informal feedback in your client listening
Idea in brief This is a guest post by Claire Rason at Client Talk. We work with Claire and her clients to integrate formal client listening interviews with more informal feedback. In this post, Claire looks at how professional services firms can start to supplement their formal client [...]
Research – Using AI to Track How Customers Feel
Idea in brief In order to succeed, firms need to understand how customers feel and how it's driving their behaviour. This research published in Harvard Business Review (HBR) looks at why traditional feedback and quantitative surveys are no longer fit for purpose. The authors identified 6 key business [...]
How much feedback do we need from our clients?
Idea in brief Professional services firms have reached a fork in the road. Digital transformation is now evolving what firms deliver to their clients and how. To keep up, firms are looking at how they use client-related feedback to make faster and more informed decisions. But there are [...]
Say no to stand-alone surveys!
Idea in brief Do your surveys give short-term answers but provide little long-term value? Then your firm may still be sending out stand-alone surveys. These are surveys that are disconnected from the other sources of feedback and the decisions they need to inform. Traditional feedback processes still treat [...]