Client Listening Teams

Make your role more efficient and enjoyable

Traditional client listening is hard work

Client listening teams tell us that traditional approaches to client listening generate a lot of mundane and time consuming tasks, including manual data analysis and reporting. This leaves less time for them to discover the ‘so what’ and drive action across the business.

And the problem is getting worse. To keep their finger on the pulse, decision-makers are demanding richer and more regular insights.

But how do you keep up with a flood of surveys, feedback forms, client interviews, reviews, directories, complaints, as well as informal verbal and email comments, without hiring more people?

How MyCustomerLens helps you

MyCustomerLens is an easy to understand, always-on client listening platform that automatically does the boring tasks for you.

This enables you to scale up your client listening programme while also having extra time to focus on more valuable tasks – such as using the insights to find ways to improve their client experiences and business relationships.

Our platform helps you to:
  • Collect feedback from all stages of the client journey
  • Maintain a single source of truth about client needs and experiences
  • Instantly see the emerging trends within unstructured text data
  • Generate real-time reports for different sectors, practice areas and client teams

Common challenges

  • Create a stand-out brand
  • Improve decision-making agility

I’m able to retire my highlighter pens as it will no longer be necessary for a manual ‘comb’ of our feedback, as the reporting available to us ensures we are able to place feedback at the centre of leadership conversations and provide a regular feed of information to be able to inform those discussions.

Aileen Leahy
Senior Client Culture Manager at Shoosmiths

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