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 the client base is experiencing now and needing next.

Image caption we know our clients - connected intelligence

It’s time to reimagine how your firm handles feedback

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 the client base is experiencing now and needing next.

Evolving client needs and expectations

The last year has shown that client needs, expectations and priorities can change quickly. Digital transformation and remote working have changed how services are delivered. They’ve also reset client expectations.

Not all clients, and not all the time.

But keeping your finger on the pulse means having everyone on the same page.

It means being able to quickly discover new client needs and how the firm is meeting new expectations.

“We know our clients” is the key to decision-making agility

This agility can’t come from client feedback that’s stuck in separate spreadsheets or only known by one client team.

This agility comes from having connected intelligence.

Connected intelligence is the only way to succeed against the new wave of competitors.

As Shep Hyken puts it:
“Your customers no longer compare you to your competitor. They compare you to the best service they ever had… from anyone.”