Is customer service the same as customer experience?
Idea in brief Is customer service the same thing as customer experience? Businesses often use the terms interchangeably, and of course they are related. But there's a crucial difference. Customer service is what you give. Customer experience is what they get. [...]
Think of yourself as a customer
Idea in brief MBNA was only bank I've come across, that could wallpaper the wall outside the CEO's office, with letters of appreciation from their customers - some even asked for marketing materials to give to their friends! Now that's a NPS Promoter...! How did they do it? [...]
Future of Client Listening Research 2023
Idea in brief We have launched the 2023 edition of our future of client listening research. The results show professional services firms are expanding the scale and impact of their client listening programmes, but fundamental challenges remain. "Listening to clients is [...]
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 law 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. [...]
How client listening is changing for hybrid working
Idea in brief How firms conduct client listening is changing. The pandemic disrupted traditional client engagement. It forced professional services firms to manually gather more feedback, from more clients, more often. In response firms are embracing the mindset of always-on client listening. [...]