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’.
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?
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.
A version of this article, which reflects on how AI is being used to evolve professional services client listening, first appeared in the PSMG's Centrum magazine. Professional services are transforming and forward-looking firms are grappling with three significant trends.
AI is helping professional services firms to listen to more clients more often, and do more with the data.
It does this by enabling firms to automatically collect, analyse and share client needs and experiences, regardless of when and how clients share their feedback.
As a result, firms can make more informed and agile decisions about how best to serve their client base.
