A new Client Experience Maturity Benchmark from Meridian West allows firms to compare their client listening programmes against their peers. Bertie Heppel shares some of Benchmark’s findings.
In the ever-evolving landscape of professional services, client listening is a strategic imperative for any firm looking to keep up with shifting client expectations. Clients are after more than just technical knowledge – they expect the professionals they hire to have the wisdom to apply knowledge in a manner that is thoughtful, discerning, commercial and empathetic.
As any seasoned marketeer or BD professional knows, getting fee-earners to wise-up can be no mean feat at times, and a good client listening programme can play a vital role in acting as a mirror that a firm can hold up to itself.
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