Traditional reporting only looks backwards
Improve decision-making agility
Are your client insights out-of-date?
Expertise and strong relationships are no longer sufficient to protect and grow revenues.
In the experience economy, clients care about how services are delivered. This means being able to anticipate and respond to change quickly is a competitive advantage.
Client-centric firms want the agility to listen and respond to clients quickly. They want up-to-date answers for “how are we doing” and “what do clients need next?”
The Pain of Delayed Reporting
Traditional feedback processes collect and analyse data in bulk. Clients are spoken to annually, or once a project is completed. But this retrospective feedback comes too late to influence the current piece of work.
The impact of old news is frustrated clients and lost growth opportunities
Minor issues go unaddressed and new expectations go unmet. Delayed action puts future referrals and recurring revenues at risk.
Tap into real-time insights
MyCustomerLens keeps you ahead of the game by automatically reporting on feedback from multiple sources, in real-time. Experiences can be tracked across the entire client journey and benchmarked across clients, jurisdictions and practice areas.
Benefit: make faster, more informed decisions
MyCustomerLens delivers actionable insights via online dashboards and email alerts, to ensure the right people get the right insights at the right time. Dashboards run in both mobile and desktop browsers and always show the latest feedback. Email alerts ensure management teams get a weekly snapshot ahead of their regular meetings.
With MyCustomerLens, decision-makers have the up-to-date evidence they need to make faster and more informed decisions.
Solution
Always-on client listening
MyCustomerLens delivers continuous feedback intelligence by aggregating all your client-related feedback and summarising it in real-time.
This frees up your valuable time and resources to make faster and more informed decisions.
This frees up your valuable time and resources to make faster and more informed decisions.
Unified
Collect & centralise both formal & informal feedback from across the business.
Automated
AI-driven analysis instantly makes sense of unstructured text data.
Real-time
Combined insights are shared and benchmarked across the firm.
Challenges
With the business world changing at such a rapid pace, traditional approaches to client listening are making it harder to stay in the know.
To stay relevant and competitive, forward-looking firms are seeking solutions to four connected challenges.
Click the links below to discover how MyCustomerLens can help you solve each challenge and future-proof your firm:
Time for a chat, or prefer to keep informed?
Is your firm ready to implement always-on client listening?
With a quick video call, we can help you decide.
Alternatively, keep up to date with Outside-in, the newsletter for client-centred professional services firms.
With a quick video call, we can help you decide.
Alternatively, keep up to date with Outside-in, the newsletter for client-centred professional services firms.