Ten reasons you’re not listening to enough clients according to MyCustomerLens

Are you frustrated with the amount of client insights you have at your fingertips? Most people we speak to in Client Insight, Marketing or BD roles are frustrated.

Adopting a future-proof ‘always-on’ client listening approach – find out more with MyCustomerLens

Adopting always-on client listening enables firms to continuously gather and act on client feedback, enhancing client experiences, driving organic growth, and differentiating their brand. This future-proof approach involves replacing periodic research projects with a continuous process of listening, sharing and taking action.

AI & automation – how firms are expanding the impact of their client listening programmes according to MyCustomerLens

AI is transforming marketing and BD approaches across professional services, and this includes how firms are listening to and responding to their clients.

Taking action: What happens after client listening? Find out with MyCustomerLens

As firms invest more in their client listening programmes, a crucial question emerges: what happens after client listening, are we taking action? Client reviews and surveys open a feedback loop, by showing the firm what clients see as working well and needing improvement.

MyCustomerLens shortlisted for best technology product in The Lawyer awards

MyCustomerLens – the always on client listening platform for law firms – has been shortlisted in the ‘Best Technology Product’ category at The Lawyer Awards 2024. The Lawyer Awards celebrate legal excellence, with the final being hosted in June.

Think of yourself as a customer – see how with MyCustomerLens

MBNA was only bank I’ve come across, that could wallpaper the wall outside the CEO’s office, with letters of appreciation from their customers – some even asked for marketing materials to give to their friends!

Is customer service the same as customer experience? Find out more with MyCustomerLens

Is customer service the same thing as customer experience? Businesses often use the terms interchangeably, and of course they are related.

How to increase client survey response rates according to MyCustomerLens

I’m often asked what we do to help increase survey response rates. The answer is that we help firms do three things differently. This post covers the what, why and when of increasing client response rates. But these three tactics only work if you accept a simple truth. Your client experience surveys are part of your client’s experience!

Law firm branding with MyCustomerLens – do you walk the talk?

How strong is your law firm branding? Brands and client expectations are dynamic. Unless your brand measurements are equally dynamic, you risk losing sight of the gaps between the promises your firm is making to clients – on pitch decks and web pages – and the experiences your client’s are actually having.

How to take the guesswork out of CX improvements according to MyCustomerLens

Hybrid working, digitised services and the responses of your competitors are all influencing how clients see your brand and how it compares. So how can you keep your finger on the pulse and ensure that your firm makes the right decisions about CX improvements?