The rise of omni-channel client listening
Idea in brief Feedback is everywhere! As a result, there has never been a better time to use client and market feedback to create a competitive advantage. Clients are sharing feedback everywhere. Firms are storing feedback everywhere. How can your firm embrace omni-channel client listening? [...]
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. [...]
Client listening in accounting firms – how to get results
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 [...]