A fear among legal and other professional services firms to discover what their clients think about them is holding back their development, new research has revealed.
Outdated internal practices and a head-in-the-sand approach to customer feedback are among the biggest obstacles to growth, according to the study by Glasgow-based MyCustomerLens.
The survey of professional services firms across the UK found that there is a pervasive reluctance among partners to receive negative feedback and a widespread belief that existing communication channels are sufficient for understanding client needs.
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