Blog2021-05-11T12:24:06+01:00

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

my customer lens blog

From “I know my clients” to “We know our clients”

By |April 12th, 2021|Categories: Reimagine Feedback|Tags: , , |

Idea in brief Saying "I know MY clients" is no longer enough to protect and grow revenues. Forward-looking firms are transitioning to a model where fee-earners and Marketing/BD teams can confidently say "WE know OUR clients". This means decision-makers across the firm have a shared view of what [...]

Future-proof client listening programmes

By |March 2nd, 2021|Categories: Client Listening, Continuous feedback, Customer Retention|Tags: , , , |

What does a future-proof client listening programme look like? With professional services firms now part of the experience economy, and remote working disrupting how firms deliver their services, how should client listening be evolving? Our new report is based on our survey and conversations with 15 professional services firms. [...]

What’s the future of client listening?

By |January 14th, 2021|Categories: Client Listening, Continuous feedback|Tags: , , , |

Idea in brief The future of client listening is exciting. This cornerstone of revenue growth saw some dramatic changes during 2020. With remote working impacting both clients and firms, Marketing & Client Care teams looked for more agile and scalable ways to understand clients and anticipate changing needs. [...]

5 client listening tips for professional services

By |December 9th, 2020|Categories: Client Listening|Tags: , , , |

Idea in brief 2020 has been a year of change. Client needs and expectations changed. In response, forward-looking firms are adopting continuous listening to keep their finger on the pulse. Continuous listening starts with making it easy for clients to share their needs and experiences when and where [...]

Social Media Listening – who’s winning on social?

By |July 13th, 2020|Categories: Client Listening|Tags: |

As gyms geared up to emerge from lockdown, each brand launched their plans in a reopening video. By using social media listening, we were able to answer the question posed to us by Liz Terry, Editor of HCM Magazine - who's winning on social? Our answer, starts on page [...]

3 warning signs for staff comms during lockdown

By |June 17th, 2020|Categories: Employee Experience|Tags: , , , |

Idea in brief Whether working or furloughed, employees share a strong need for information. Staff comms have evolved rapidly in the last few months. So we looked at how well communications are hitting the mark. Keeping all employees on the same [...]

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