How to listen to your clients
The average firm has five different sources of client-related feedback, some have many more. Thinking about the entire client journey, how many sources of client-related feedback does your firm have, and where are they stored?
Do you conduct client interviews, partner meetings and relationship surveys?
Do your clients share pitch feedback, social media comments or unsolicited feedback?
In addition, your employees have a front-row seat to the impact of both client experiences and the processes used to deliver them. These observations and ideas may be shared verbally with managers or colleagues, but rarely get captured in a robust and centralised way.