Whiteboard Wednesday – think signals, not research says MyCustomerLens
Don’t wait for research, listen for feedback signals
Have you noticed how client listening is changing? Business Development, Marketing, Operations and Account Teams are expecting client listening to help inform their decision-making.
Traditional client listening focused on periodic research projects, like an annual survey or a batch of key client interviews. The result was a point-in-time report on what clients were expecting and experiencing. No matter how good the PowerPoint report, it was static information that rarely influenced day-to-day decisions after it was presented.
For firms seeking to drive organic growth and deliver differentiated client-centric experiences, this approach is no longer fit for purpose. Forward-looking teams want a continuous flow of insights that enables them to make agile and evidence-based decisions – the same way they make finance and project decisions.
Future of Client Insights research
Our recent ‘Future of Client Insights’ research revealed that modern client listening is shifting from static research projects to a continuous search for feedback signals.
Clients are sharing signals about their needs, expectations and experiences throughout the client journey and across many different touchpoints. Rather than forcing clients to wait for the next research, modern client listening meets clients where they are.
Signals are not just being gathered from surveys and interviews, they’re also coming from emails, conversations, complaints, testimonials, events, reviews and operational data.
This high volume of unstructured data would have overwhelmed traditional client listening processes. But with the rise of always-on client listening platforms and AI-powered client listening, this data is now being instantly turned into actionable insights.
Ready to listen differently?
Do you have siloed surveys, transcripts, research, reviews and testimonials? Discover how MyCustomerLens can help you unify feedback across your entire firm, generate actionable insights automatically and drive strategic decision-making.
MyCustomerLens is the innovative, always-on client listening platform designed to give law firms a competitive edge. By harnessing the power of advanced AI, we transform formal and informal feedback signals into real-time, actionable insights.
Our pioneering approach helps firms drive organic growth by unlocking deeper client relationships. Ready to learn more? Click here to arrange a time to chat.
