How to use insight and data to drive client loyalty

In this webinar taster, we were joined by James O’Connor, Senior Director, Global Commercial Leader, NPSx from Bain & Company, the guardian of the Net Promoter System℠ and Net Promoter Score ℠ (NPS®), a loyalty measure that professional services firms increasingly use. James talked about how firms can best use their NPS programmes and ensure their client experience makes clients feel valued and drive increased loyalty. We also heard from Shaendel Hallett, the Head of Client Insight and Experience at Grant Thornton, about gathering and using client data to identify advocates and nurture their loyalty. Before Grant Thornton, Shaendel led EasyJet and BP’s customer insight programmes. She shared thoughts on what professional firms can learn from the travel and retail sectors’ approach to loyalty programmes.