Client Feedback: into the unknown

What a lot of unknowns there are as we move into a new decade. The outcomes of Brexit; America, China & Iran; the new UK government… And those are just the “known unknowns”. But what about the “unknown unknowns”? Scary, no? We all think we know our clients well,...

Is Client Feedback on your Christmas list?

Or is it on your client’s? If it’s not, perhaps it should be. The great thing about feedback is that it is a gift to everyone involved: to your account manager, to your business and to your client. It’s a gift to your account managers, because the information it...

Client Feedback – So What?

Well, that’s a good question. If you see it as a compliance exercise, ticking the box, then maybe there’s not a lot of point. You asked the questions, you got the feedback: shelve it and forget it. But what a waste of priceless information! Why not use your client...

Client Feedback – Peanuts, monkeys….

Everyone knows that if you pay peanuts, you get monkeys, and if you want quality, it comes with a price tag. This month we’re thinking about how that applies to client feedback. So, online questionnaires are cheap and reasonably easy to deliver. But what value do they...