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

my customer lens blog

Strong client relationships – the business case for listening

By |July 29th, 2021|Categories: Continuous feedback|Tags: , , , , , |

Idea in brief What people need from law firms has changed, and some firms are listening and responding quickly to steal a competitive advantage. If your firm is still struggling to move on from traditional feedback processes, this article lays out 5 benefits that can help expand your [...]

How to get employee feedback on the client experience

By |July 23rd, 2021|Categories: Employee Experience|Tags: , , , , , , |

Idea in brief Staff suggestion boxes may date back to a time of milk floats and video recorders, but the jump to digital engagement surveys has left firms with an insight gap. HR asks employees about their relationship with the firm. Marketing does the same with clients.  The [...]

Client Listening Programmes in 2021

By |July 20th, 2021|Categories: Client Listening|Tags: , , , , |

Idea in brief Client Listening programmes are embracing scale and automation to keep up with evolving client needs. Being able to hear and respond to clients quickly is proving a competitive advantage. Firms sticking with traditional feedback systems and manual analysis are increasingly feeling left behind. Our recent [...]

5 ways tech helps you get more from client feedback

By |July 9th, 2021|Categories: Client Listening, Continuous feedback|Tags: , , , , |

Idea in brief To get more from client feedback, use technology to: - Update your assumptions - Collect continuous feedback - Triangulate your feedback - Link feedback to outcomes - Close the loop with clients I really enjoyed joining Claire Rason & Josephine [...]

Customer Experience Blind Spots – Perception v Reality

By |June 24th, 2021|Categories: Customer Centricity, Reimagine Feedback|Tags: , , , , , |

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?

By |June 8th, 2021|Categories: Brand Alignment|Tags: , , , , , , , |

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 [...]

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