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my customer lens blog

Client listening in accounting firms – how to get results

By |October 14th, 2021|Categories: Client Listening|Tags: , , , , , , |

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 [...]

When do you enjoy receiving feedback?

By |October 12th, 2021|Categories: Client Listening, Continuous feedback, Reimagine Feedback|Tags: , , , , , |

The other day, I was asked what I meant by feedback. It's such a commonly used word, but it means different things to different people. And rarely do they admit that they enjoy receiving feedback. To some people, feedback means surveys because that's how they gather feedback. To some, it [...]

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 [...]

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