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

November 10, 2021

In 2021 several trends emerged that will continue to shape how firms approach client listening in 2022. In this guest post, Claire Rason from Client Talk looks at 5 trends in client listening that your firm needs to be paying attention to.

From adopting an always-on approach to listening through to asking a broader range of open questions, firms are realising that traditional feedback processes are no longer fit for purpose. Read on to discover how these trends can help you evolve your own client listening programmes.

October 26, 2021

Most law firms still don’t collect feedback during a matter. The traditional approach has been to ask for formal feedback only once the client work is complete. This gives forward-looking firms a competitive advantage when they move to an always-on approach to client listening.

October 14, 2021

Client listening in accounting firms is evolving. Forward-looking firms are moving on from traditional surveys and selected interviews. Instead, they are embracing continuous client listening.

By adopting an always-on approach, firms are gaining a competitive advantage through making faster and more informed decisions. While technology like MyCustomerLens helps, there are 5 things firms can start doing today with their existing resources.

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.

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.

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