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

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.

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.

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.

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