Your firm’s brand is what clients say about you
Idea in brief Your firm's brand is what clients and the wider market say about your firm when you're not in the room. Consistently measuring brand alignment can help you celebrate success, share good practices and discover new leads. Your law [...]
What’s driving your law firm’s reputation?
Idea in brief How can you identify the components of your firm's reputation, and what questions should you be asking your clients? Value drivers provide a common framework for measuring brand alignment and any gaps between your brand promises and client reality. [...]
The impact of AI and client listening
Idea in brief AI is helping professional services firms to listen to more clients more often, and do more with the data. It does this by enabling firms to automatically collect, analyse and share client needs and experiences, regardless of when and how clients share their feedback. As [...]
How to increase client survey response rates
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
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?
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. [...]