The importance of informal feedback in your client listening
Idea in brief This is a guest post by Claire Rason at Client Talk. We work with Claire and her clients to integrate formal client listening interviews with more informal feedback. In this post, Claire looks at how professional services firms can start to supplement their formal client [...]
Research – Using AI to Track How Customers Feel
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?
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!
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?
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
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 [...]