Blog | My Customer Lens

September 15, 2023

Think of yourself as a customer

MBNA was only bank I’ve come across, that could wallpaper the wall outside the CEO’s office, with letters of appreciation from their customers – some even asked for marketing materials to give to their friends! Now that’s a NPS Promoter…! How did they do it? By building a business engrained in the philosophy ‘think of yourself as a customer’.

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May 4, 2023

Is customer service the same as customer experience?

Is customer service the same thing as customer experience? Businesses often use the terms interchangeably, and of course they are related.

But there’s a crucial difference. Customer service is what you give. Customer experience is what they get.

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February 7, 2023

Future of Client Listening Research 2023

We have launched the 2023 edition of our future of client listening research. The results show professional services firms are expanding the scale and impact of their client listening programmes, but fundamental challenges remain.

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September 22, 2022

How client listening is changing for hybrid working

How firms conduct client listening is changing. The pandemic disrupted traditional client engagement. It forced professional services firms to manually gather more feedback, from more clients, more often. In response firms are embracing the mindset of always-on client listening.

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September 8, 2022

The rise of omni-channel client listening

Feedback is everywhere! As a result, there has never been a better time to use client and market feedback to create a competitive advantage. Clients are sharing feedback everywhere. Firms are storing feedback everywhere. How can your firm embrace omni-channel client listening?

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September 2, 2022

Your firm’s brand is what clients say about you

Your firm’s brand is what clients and the wider market say about your firm when you’re not in the room. Consistently measuring brand alignment can help you celebrate success, share good practices and discover new leads.

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