BLOGS

Why should client feedback be your New Normal?

Why should client feedback be your New Normal?

These are unprecedented times. Some businesses are seeing their business quadruple overnight, others have had the rug pulled from under them ...
Client Feedback – what’s the big picture?

Client Feedback – what’s the big picture?

What strategic issues could a well-crafted programme of client feedback illuminate for you? ...
Client Feedback and Customer Intimacy

Client Feedback and Customer Intimacy

Customer intimacy is one of three strategies at which organisations can excel to gain competitive advantage ...
Client Feedback: into the unknown

Client Feedback: into the unknown

We all think we know our clients well, but it’s easy to make assumptions (and to become complacent). Could you have blind spots about your clients, where your assumptions no longer reflect the reality? ...
Is Client Feedback on your Christmas list?

Is Client Feedback on your Christmas list?

Or is it on your client’s? ...
Client Feedback -  When is the right time?

Client Feedback – When is the right time?

This is a tricky question to answer, whether you are a business leader nurturing important relationships or a politician deciding when to go to the country ...
Client Feedback – So What?

Client Feedback – So What?

Well that’s a good question ...
Client Feedback – Peanuts, monkeys….

Client Feedback – Peanuts, monkeys….

Everyone knows that if you pay peanuts, you get monkeys ...
Client Feedback – Measure, review, reflect (6 of 6)

Client Feedback – Measure, review, reflect (6 of 6)

Let’s assume your programme is complete. It’s time to reflect on what you intended to achieve at the outset, and see how the real outcomes measure up ...
Client Feedback – Taking action (5 of 6)

Client Feedback – Taking action (5 of 6)

All too often recipients do not use client feedback to improve their service. They read it and put it on one side ...
Client Feedback – Getting Practical (4 of 6)

Client Feedback – Getting Practical (4 of 6)

Careful planning of your feedback programme will help you to gather feedback more efficiently and get the most out of your practice. Here are some tips ...
Client Feedback – How do you do it? (3 of 6)

Client Feedback – How do you do it? (3 of 6)

Our experience suggests that, to get the most from client feedback, there are four key areas you should pay attention to ...
Client Feedback – Getting engagement (2 of 6)

Client Feedback – Getting engagement (2 of 6)

Experience tells us that very often people ignore feedback, however insightful it is. So how can you get people to pay attention? ...
Client Feedback – Where to start? (1 of 6)

Client Feedback – Where to start? (1 of 6)

Introducing a client feedback programme can seem like a daunting task ...
Client Feedback – This year things will be better!

Client Feedback – This year things will be better!

Can you hear yourself saying it? “It is going to be better this year” ...
Client Feedback: All I Want For Christmas Is…

Client Feedback: All I Want For Christmas Is…

Do you know what your clients really want? ...
Client Feedback – stepping into the client’s shoes

Client Feedback – stepping into the client’s shoes

Did you hear about the new MD who in his first week left pairs of shoes in the corridors of his organisation? ...
Client Feedback – what’s it all for?

Client Feedback – what’s it all for?

Why would you want to get client feedback? ...
Use client feedback to become bigger and stronger

Use client feedback to become bigger and stronger

Many – perhaps most – organisations don’t see client feedback as a vehicle for growth ...
Client feedback: dare to dream

Client feedback: dare to dream

Most of the individuals and organisations see client feedback as an exercise in client hygiene. But it can do so much more than that ...
Why shouldn’t we do a client feedback survey?

Why shouldn’t we do a client feedback survey?

In these technological days it’s never been easier to do a client survey. You don’t need any survey expertise ...
Take action to get the most from client feedback.

Take action to get the most from client feedback.

The majority of client feedback these days is gathered through surveys. It’s easy to discuss and compare this sort of information. But what sorts of action happen as a result? ...
"I work with them so closely I can’t ask for feedback".

“I work with them so closely I can’t ask for feedback”.

You can be in close communication and still not know everything the other person is thinking ...
Who cares what clients think?

Who cares what clients think?

Here’s a question for you: and this time it’s one that we don’t have the answer to ...
Do you run your client relationships based on what you know…?

Do you run your client relationships based on what you know…?

...or what you don’t know? ...
Client Relationships:  Your New Year’s client resolution?

Client Relationships: Your New Year’s client resolution?

The New Year brings opportunities for all sorts of things, at home and at work ...
"They’ll party with us, but they won’t give us their business".

“They’ll party with us, but they won’t give us their business”.

How productive is your client entertaining? ...
Quality information, not happy sheets

Quality information, not happy sheets

Many companies gather and analyse client feedback, but not all of them get qualitative feedback ...
Quality or quantity?

Quality or quantity?

So you are keen to find out what your clients are thinking. But you’ve got lots of clients. So you ...
Shooting yourself in the foot? Don’t avoid feedback when things are good

Shooting yourself in the foot? Don’t avoid feedback when things are good

Why is it “not the right time” to get feedback? ...
Client churn: avoid unpleasant surprises

Client churn: avoid unpleasant surprises

... there’s no shock quite as unpleasant as the shock of losing a client you thought was secure ...
Untapped potential

Untapped potential

Could there be untapped potential lurking in your most satisfied clients? Could client feedback be a way to unearth it? ...
Why don’t clients take the trouble to be critical?

Why don’t clients take the trouble to be critical?

It’s because all too often the conversation goes something like this ...
Who is your best client?

Who is your best client?

When people ask you “Who is your best client?” how do you reply? ...
He's a lovely chap but OMG his breath...

He’s a lovely chap but OMG his breath…

Sometimes it’s no surprise that a client won’t tell their account manager what’s on their mind. Some things are so difficult that you won’t tell your best friend, never mind a supplier ...
Client feedback doesn’t work

Client feedback doesn’t work

In a recent survey, more than half of Client Service Directors said they didn’t get full value out of the client reviews they had carried out. Why should this be? ...