A Change of Perspective

Traditionally client listening exercises – whether interviews, surveys or informal conversations – focus on looking backwards. They gather feedback on what the firm has done and how the client has experienced it in the recent past.

Whiteboard Wednesday – think signals, not research says MyCustomerLens

Have you noticed how client listening is changing? Business Development, Marketing, Operations and Account Teams are expecting client listening to help inform their decision-making.

Benchmarking – what’s the best way to compare client experiences? Find out with MyCustomerLens

As humans we want to know where we stand – sometimes so that we can blend in, sometimes so we can stand out. These comparisons are not always healthy, especially when they become more about judging others than learning about ourselves.

Great client experience is always-on according to MyCustomerLens – so why is your feedback still an annual project?

Idea in brief Your clients experience your firm and brand continuously. They experience your brand in every email, conversation and interaction. But client listening has traditionally been treated like it’s a special occasion. Something to mark on the calendar, prepare for and invite people to. But you have an opportunity to listen differently. To shift […]

Whiteboard Wednesday – communication is a feeling according to MyCustomerLens

What is your firm’s goal when communicating with clients? Is it to share the information that clients need to be told? Or is it to ensure that clients feel informed at all stages of the journey? Some would argue they’re the same thing. But client feedback tells us otherwise. Clients notice when you do it […]

How to choose the right client listening platform for your firm according to MyCustomerLens

Inspired by recent law firm conversations we have put together a reference guide to the key considerations when scoping your client listening platform.

Five trends shaping client insights in 2025 according to MyCustomerLens

Our latest ‘Future of Client Insights’ research has uncovered five key trends that law firms cannot afford to ignore. Regardless of your firm’s size or focus, these trends will be shaping your competitors plans this year.

Ten reasons you’re not listening to enough clients according to MyCustomerLens

Are you frustrated with the amount of client insights you have at your fingertips? Most people we speak to in Client Insight, Marketing or BD roles are frustrated.

Adopting a future-proof ‘always-on’ client listening approach – find out more with MyCustomerLens

Adopting always-on client listening enables firms to continuously gather and act on client feedback, enhancing client experiences, driving organic growth, and differentiating their brand. This future-proof approach involves replacing periodic research projects with a continuous process of listening, sharing and taking action.

AI & automation – how firms are expanding the impact of their client listening programmes according to MyCustomerLens

AI is transforming marketing and BD approaches across professional services, and this includes how firms are listening to and responding to their clients.