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? [...]
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 [...]
Does your organisation listen to understand or listen to respond? In trying to be efficient, many businesses focus on responses. They deal with the issue and move on to the next one. The problem [...]
The speed of decision-making has accelerated Covid-19 is reshaping how people work, gather and exercise. As a result, your decision-making processes have probably been stretched to the limit. Organisations like yours are having to [...]
The big picture - Don't have a few minutes to read the whole article? Here's the big picture... All organisations are getting judged on customer experience. But research results suggest that most are failing [...]
Why? It's such a simple word yet such a powerful question. Toddlers quickly figure out that if they can't stick their finger in it, the best way to learn is by asking why. [...]
Consistency. It’s what makes the greats stand out from the crowd. Players can have a great day or even a great tournament. But it’s much harder to sustain performance levels over a season or [...]
