Our mission is to future-proof firms to compete on experience

my customer lens blog

Research – Using AI to Track How Customers Feel

By |May 12th, 2021|Categories: Industry Research, Reimagine Feedback|Tags: , , , , , , |

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?

By |May 11th, 2021|Categories: Continuous feedback, Reimagine Feedback|Tags: , , , , , , , , |

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!

By |May 4th, 2021|Categories: Reimagine Feedback|Tags: , , , , |

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 [...]

Are you producing insight rocks or data pebbles?

By |April 27th, 2021|Categories: Reimagine Feedback|Tags: , , , |

Idea in brief Most firms I talk to have become very good at collecting data pebbles. Stand-alone surveys, transcripts from individual client conversations, email feedback, online reviews... Making sense of data pebbles is hard. Firms don't want more data pebbles, they want more actionable insight. Insight rocks turn [...]

Future-proof your firm to compete on experience

By |April 20th, 2021|Categories: Reimagine Feedback|Tags: , , , , |

Idea in brief Last year digital transformation focused on remote working. It was about delivering the same services in new ways. In most cases, it was about defending previous levels of efficiency and competitiveness within the new normal. However, forward-looking firms aren't stopping there. 2021 is about future-proofing [...]

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