A version of this article, looking at how artificial intelligence software can help you to understand and react to your clients’ needs, first appeared in Accounting and Business Magazine.
What would happen if your strategic decision-makers spent 2 hours of every month calling random clients? Not "their" clients, not key clients, not happy clients; but random clients.
What would they hear and how would it inform your client-centric strategy? This won't become common practice any time soon. But is it really so crazy?
Hybrid working, digitised services and the responses of your competitors are all influencing how clients see your brand and how it compares. So how can you keep your finger on the pulse and ensure that your firm makes the right decisions about CX improvements? This is where pragmatic AI is already helping professional services firms to: hear the real voice of their clients; increase the breadth and volume of client feedback; track their brand and reputation in real-time
Using modern technologies for client listening doesn't undermine the personal relationships, it strengthens them by giving fee-earners rich and current insights. It also enables you to:
- Hear the real voice of your clients
- Measure all stages of the client journey
- Benchmark performance within and across firms.
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.
