Client interviews are valuable to your clients too
Clients welcome the opportunity to reflect on the relationship and make sure they are getting the most from it. It may feel like you’re inconveniencing them, but the opposite is true. It shows clients that you really care about meeting their evolving needs.
Listening helps you see your brand promises with fresh eyes
Firms make brand promises like ‘we’re responsive’, ‘we understand your business’ or ‘we’re great to work with’. Client listening helps you hear about those same experiences from the client’s perspective. You can discover what you do really well, in the eyes of the client, and then turn that into marketing collateral.
To overcome internal barriers, start small and build an evidence base
When looking to expand your client listening programme, start small. Run a pilot with a selection of clients, implement the changes and look out for the improvements. Build an evidence base that makes a wider rollout an easy decision.