BLOGS
The cost of lost pitches: client feedback can help
I’m sorry, but we’ve given the work elsewhere ...
Use client feedback to safeguard and build your client revenue
A customer of ours was concerned about client churn and fading client revenue ...
Client feedback – Survey or Interview?
For many of us, receiving a customer survey in our inbox is a regular occurrence ...
Use client feedback to find your winning streak
The investment in pitching is significant, and after all that it hurts to be told, “It was really close, but I’m afraid you came second,” ...
Use client feedback to safeguard and build revenue
If you’ve noticed a fall in revenue, could it be that you are not getting your share of client discretionary spend? If so, why? ...
Do you need a silver bullet to deliver your change initiative? Client feedback can help.
Many hundreds of hours and many thousands of pounds are spent on change programmes every year, but all too often these initiatives don’t achieve their original aims ...
Where Next? Client Feedback Can Help
The economic pendulum has swung again… to begin navigating your way through all the recent changes, take a look at client feedback ...
A fresh new page: Client feedback can help
The idea of starting afresh and leaving the past behind can be very appealing ...
Will your client relationships survive Christmas? Client feedback can help
Christmas is a time of joy and merriment, but it can also be a challenge ...
A new era. Client feedback can help
A new era has begun, with not just a new PM, but a new monarch ...
How to survive the next two years. Client feedback can help
Recession? Stagflation? The economic outlook is not good ...
Client Feedback: Revenue protection or revenue generation?
In many organisations, winning business is the most exciting and important thing ...
Client Feedback: Do your goals and your clients’ match?
Today’s world looks very different from the world of five years ago. Things have happened that might have seemed unthinkable then ...
Client feedback? We just don’t have the time!
We all know the feeling that there are not enough hours in the day ...
Do you make assumptions about your client relationships?
Our customers often tell us, “We know our clients so well ...
Finding out the truth: what could it do for your client relationships?
The news has been full of questions about politicians and whether they are telling the truth ...
Build your client relationships… and your business
If your clients think your service is wonderful, you’ll be in pole position to ...
Safeguard your important relationships – don’t lose them
How can you safeguard the relationships that are most important to you? Three simple steps ...
Assess your client relationships – treading water is not an option
A business has to move forward. You can give up, but you can’t stand still ...
Assess, safeguard and build your client relationships
It’s easy to believe that you know what your clients think of your service. But do you ever wonder ...
Time to look forward
It has been a seismic 18 months. We’ve been through Brexit and a global pandemic: the world has changed ...
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?
What strategic issues could a well-crafted programme of client feedback illuminate for you? ...
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
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? ...
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 – 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)
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)
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)
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)
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)
Introducing a client feedback programme can seem like a daunting task ...
Client Feedback – This year things will be better!
Can you hear yourself saying it? “It is going to be better this year” ...
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? ...
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
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?
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.
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”.
You can be in close communication and still not know everything the other person is thinking ...
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 ...
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”.
How productive is your client entertaining? ...
Quality information, not happy sheets
Many companies gather and analyse client feedback, but not all of them get qualitative feedback ...
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
Why is it “not the right time” to get feedback? ...
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
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?
It’s because all too often the conversation goes something like this ...
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
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? ...