Effective Client Listening as a Lever for Growth

Most firms use client listening to spot operational problems, but not as a lever for growth. The most successful are using client feedback to deepen relationships, increase loyalty and generate new revenue opportunities.

Graham Archbold will look at how professional services firms can move beyond sporadic listening exercises and build a more commercial and embedded approach to client insight.

The session will cover the benefits, barriers and breakthroughs: what effective feedback programmes can reveal, why insight often gets underused, and how firms can make the client voice more visible in decisions about service, relationships, markets and growth.

Drawing on practical examples and recent research from across the professional services market, the session will explore how feedback, benchmarking and better internal distribution of insight can help firms win senior buy-in and turn feedback into intelligence that benefits the wider business.