Ever had a client rave about one part of your firm, but complain about another? It’s more common than you think—and it doesn’t always mean something’s gone wrong. Mixed feedback from the same client often points to deeper issues: inconsistent onboarding, patchy internal referrals, or overloaded client relationship partners.
Read MoreIf you want to gain market share from your competitors, don’t rush into a brand overhaul. Ask your clients what they think of you instead.
Read MoreIn January I tuned in to BTI Consulting’s annual webinar on the Market Outlook and Client Service Review of US Law Firms. There were some very practical insights relevant to all professional service providers, including 7 tactics for taking market share. Here are my highlights:
Read MoreAn effective client listening program is one of the most valuable tools in any firm’s competitive armoury. If you’ve been thinking of developing a client listening program but don’t know where to start, you’re not alone.
Read MoreFormal client feedback programs are a vital part of client listening, not least because they can underscore your firm’s commitment to clients in a very tangible and personal way. But they should never be where your client listening program begins and ends.
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