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.
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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!
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.
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