June 8, 2021
Your brand is not what you do, it’s what your clients feel. Your firm’s brand is the sum total of all your clients’ experiences.
Firms with brand alignment are driving sustainable growth because they get more referrals and more testimonials. This brand alignment comes from brand promises that consistently match client reality.
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May 14, 2021
This is a guest post by Claire Rason at Client Talk. We work with Claire and her clients to integrate formal client listening interviews with more informal feedback.
In this post, Claire looks at how professional services firms can start to supplement their formal client listening programmes.
May 12, 2021
In order to succeed, firms need to understand how customers feel and how it’s driving their behaviour. This research published in Harvard Business Review (HBR) looks at why traditional feedback and quantitative surveys are no longer fit for purpose.
The authors identified 6 key business benefits from instead using AI to analyse customer verbatim comments in real-time.
May 11, 2021
Professional services firms have reached a fork in the road. Digital transformation is now evolving what firms deliver to their clients and how. To keep up, firms are looking at how they use client-related feedback to make faster and more informed decisions.
But there are two paths ahead. Do they create a scalable feedback process they can grow into? Or stick with traditional manual processes until the volume gets too much?
May 4, 2021
Do your surveys give short-term answers but provide little long-term value? Then your firm may still be sending out stand-alone surveys. These are surveys that are disconnected from the other sources of feedback and the decisions they need to inform.
Traditional feedback processes still treat surveys, interview transcripts, reviews and informal feedback as stand-alone data sources. But forward-looking firms are taking a different approach and beginning with the required insights not the tool.
April 27, 2021
Most firms I talk to have become very good at collecting data pebbles. Stand-alone surveys, transcripts from individual client conversations, email feedback, online reviews…
Making sense of data pebbles is hard. Firms don’t want more data pebbles, they want more actionable insight. Insight rocks turn the thousands of small data points into the essential themes a firm needs to know.
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