Unify the voice of clients – find out more with MyCustomerLens

Have you ever thought about your client feedback programme as an orchestra? When you’re using all your sources of client feedback – both formal and informal – you hear a performance that’s in perfect tune and harmony.

The perils of project-based feedback – find out more with MyCustomerLens

Client listening has traditionally taken a project-based approach to feedback, driven by annual research projects. While research is a valuable piece of the puzzle, it’s far from the whole picture. To overcome the perils of project-based feedback, firms are making the move to always-on client listening.

See how to show clients that your firm is listening with MyCustomerLens

While Marketing & BD teams see the internal benefits of client listening, many firms remain reluctant to embrace a formal client listening programme. Perhaps this is because – ironically – the client perspective is missing from the debate?

The rise of omni-channel client listening – find out more with MyCustomerLens

Feedback is everywhere! As a result, there has never been a better time to use client and market feedback to create a competitive advantage. Clients are sharing feedback everywhere. Firms are storing feedback everywhere. How can your firm embrace omni-channel client listening?

How client listening is changing for hybrid working according to MyCustomerLens

How firms conduct client listening is changing. The pandemic disrupted traditional client engagement. It forced professional services firms to manually gather more feedback, from more clients, more often. In response firms are embracing the mindset of always-on client listening.

See how AI will change the art and science of client listening in 2024 with MyCustomerLens

In today’s fiercely competitive environment, client needs and expectations keep evolving as law firms rebrand, merge, poach staff and launch new digital services.

How do you show your clients that your firm is listening? Find out with MyCustomerLens

How do you show your clients that your firm is listening? I don’t mean individual fee-earners showing they’re delivering relevant advice. I mean showing that your firm wants to hear about your clients’ entire expectations and experiences.

Law firm branding with MyCustomerLens

How do you measure the strength of your law firm branding? Brands and client expectations are dynamic. Unless your brand measurements are equally dynamic, you risk losing sight of the gaps between the promises your firm is making to clients – on pitch decks and web pages – and the experiences your clients are actually having.

Using AI to measure your brand promises with MyCustomerLens

Have you started using AI to measure your brand promises? Measuring your brand through annual research is no longer the best way to track progress. Client needs and expectations – not to mention the services delivered by your competitive alternatives – are evolving too quickly.

Are you creating enough feedback intelligence? Find out with MyCustomerLens

Professional services firms thrive on strong relationships. Those who discover and respond to client needs quickly, have a competitive advantage.