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Our mission is to future-proof firms to compete on experience.

September 8, 2022

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?

September 2, 2022

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.

August 25, 2022

How can you identify the components of your law firm’s reputation, and what questions should you be asking your clients?

Value drivers provide a common framework for measuring brand alignment and any gaps between your brand promises and client reality.

August 1, 2022

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.

January 25, 2022

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.

November 17, 2021

I’m often asked what we do to help increase survey response rates. The answer is that we help firms do three things differently. This post covers the what, why and when of increasing client response rates. But these three tactics only work if you accept a simple truth. Your client experience surveys are part of your client’s experience!

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