How to get employee feedback on the client experience
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
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
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
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?
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 [...]
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 [...]