Traditional client listening creates blindspots
Senior leaders need to make informed strategic decisions that develop and progress the firm as a whole - while keeping an eye on risk and brand perception. They want to see what the firm is doing well and where it could be even better, to ensure they can anticipate and respond to evolving client needs.
To support their desire for agile and evidenced-based decision making, senior leaders are looking for regular reporting, timely insights and clear recommendations. But traditional client listening is making it harder to stay in the know.
Traditional client listening methods leave blindspots because they only focus on key clients or gather seasonal feedback after the work is done. This leaves decision-makers relying on anecdotes, assumptions and old news.
MyCustomerLens has been incredibly helpful with the implementation of our client feedback strategy. Paul has also provided thoughtful consultation services and we look forward to continuing to work with Paul and team!
Laurence Cheney
Head of Global Marketing Operations at Murgitroyd
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