October 12, 2021
The other day, I was asked what I meant by feedback. It’s such a commonly used word, but it means different things to different people. And rarely do they admit that they enjoy receiving feedback.
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July 29, 2021
What people need from law firms has changed, and some firms are listening and responding quickly to steal a competitive advantage. If your firm is still struggling to move on from traditional feedback processes, this article lays out 5 benefits that can help expand your business case. A scalable continuous client feedback process can improve client retention, client acquisition, employee engagement, strategic alignment and word of mouth.
July 23, 2021
Staff suggestion boxes may date back to a time of milk floats and video recorders, but the jump to digital engagement surveys has left firms with an insight gap. HR asks employees about their relationship with the firm. Marketing does the same with clients. The missing lens is employee feedback on the client experience. Employees see both the client experience and the processes/policies that influence it. But many firms are missing the opportunity to see their client experiences through the eyes of their employees.
July 20, 2021
Client Listening programmes are embracing scale and automation to keep up with evolving client needs. Being able to hear and respond to clients quickly is proving a competitive advantage. Firms sticking with traditional feedback systems and manual analysis are increasingly feeling left behind. Our recent Voice of the Client benchmarking study, spoke to senior decision-makers across 29 law firms to get a glimpse at how they are working to future-proof their firm to compete on experience.
July 9, 2021
To get more from client feedback, use technology to: – Update your assumptions – Collect continuous feedback – Triangulate your feedback – Link feedback to outcomes – Close the loop with clients
June 24, 2021
Decision-makers are struggling with customer experience blind spots. They are losing sight of how their customers feel right now. Either their surveys still rely on closed questions or their teams are collecting disconnected feedback data. In many cases, it’s both. Resolving experience blind spots starts with doing a ‘stock take’ of all existing sources of feedback, looking at what’s collected and how it is used.
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