My Customer Lens

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Idea in brief Is customer service the same thing as customer experience? Businesses often use the terms interchangeably,...
18/05/2023

Idea in brief Is customer service the same thing as customer experience? Businesses often use the terms interchangeably, and of course they are related. But there's a crucial difference. Customer service is what you give. Customer experience is what they get. Businesses often use the terms customer service and customer experience interchangeably. But are they the same thing? They are related of course, but my simplistic view is that:...

Idea in brief Is customer service the same thing as customer experience? Businesses often use the terms interchangeably, and of course they are related. But there's a crucial difference. Customer service is what you give. Customer experience is what they get. Businesses often use the terms customer....

Could your business paper the walls with messages from appreciative customers? If not, perhaps you need to think of your...
19/04/2023

Could your business paper the walls with messages from appreciative customers? If not, perhaps you need to think of yourself as a customer.

Idea in brief MBNA was only bank I've come across, that could wallpaper the wall outside the CEO's office, with letters of appreciation from their customers - some even asked for marketing materials to give to their friends! Now that's a NPS Promoter...! How did they do it? By building a business en...

Customer centricity is judged by what clients say about you when you're not in the room
18/04/2023

Customer centricity is judged by what clients say about you when you're not in the room

Idea in brief Your firm's brand is what clients and the wider market say about your firm when you're not in the room. Therefore customer-centricity is not judged by how customer-centric your firm feels, but how you make your clients feel. What is customer-centricity, and is it still relevant

Idea in brief We have launched the 2023 edition of our future of client listening research. The results show professiona...
07/02/2023

Idea in brief We have launched the 2023 edition of our future of client listening research. The results show professional services firms are expanding the scale and impact of their client listening programmes, but fundamental challenges remain. "Listening to clients is key to winning in consumer legal services. Client needs are changing and changing faster than ever....

Idea in brief We have launched the 2023 edition of our future of client listening research. The results show professional services firms are expanding the scale and impact of their client listening programmes, but fundamental challenges remain. "Listening to clients is key to winning in consumer leg...

Idea in brief AI is helping professional services firms to listen to more clients more often, and do more with the data....
25/01/2022

Idea in brief AI is helping professional services firms to listen to more clients more often, and do more with the data....

Idea in brief 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, firm...

How to increase client survey response rates - the what, when and why of client surveys
17/11/2021

How to increase client survey response rates - the what, when and why of client surveys

Idea in brief 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.

In their latest guest post, Claire Rason of Client talk looks at 5 trends in client listening that your firm needs to be...
10/11/2021

In their latest guest post, Claire Rason of Client talk looks at 5 trends in client listening that your firm needs to be paying attention to.

Idea in brief 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 listeni...

Only 26% of law firms ask for feedback during a matter. That gives forward-looking firms a competitive advantage.
26/10/2021

Only 26% of law firms ask for feedback during a matter. That gives forward-looking firms a competitive advantage.

Idea in brief 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. The pro...

Client listening in accounting firms - 5 tips that get results
14/10/2021

Client listening in accounting firms - 5 tips that get results

Idea in brief 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 f...

When do you enjoy receiving feedback? If your firm doesn't enjoy it, then it's time to reimagine feedback as rocket fuel...
12/10/2021

When do you enjoy receiving feedback? If your firm doesn't enjoy it, then it's time to reimagine feedback as rocket fuel for business growth

The other day, I was asked what I meant by feedback. It's such a commonly used word, but it means different things to different people. And rarely do they admit that they enjoy receiving feedback. To some people, feedback means surveys because that's how they gather feedback. To some, it is complain...

Strong client relationships - the business case for continuous client listening
29/07/2021

Strong client relationships - the business case for continuous client listening

Idea in brief What people need from law firms has changed, and some firms are listening and responding quickly to steal a competitive advantage. If your firm is still struggling to move on from traditional feedback processes, this article lays out 5 benefits that can help expand your business case.....

Are your employees still trying to tell you something? How to get employee feedback on the client experience.
23/07/2021

Are your employees still trying to tell you something? How to get employee feedback on the client experience.

Idea in brief Staff suggestion boxes may date back to a time of milk floats and video recorders, but the jump to digital engagement surveys has left firms with an insight gap. HR asks employees about their relationship with the firm. Marketing does the same with clients. The missing lens is employee...

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