Client Feedback and Customer Intimacy

Customer Intimacy is one of the “Disciplines of Market Leaders” put forward by Michael Porter at Harvard in the 1980s and made popular by Michael Treacy and Fred Wiersema in their book “The Disciplines of Market Leaders.”  It’s one of the three generic strategies at...

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...