Collecting feedback is easy. Acting on it consistently to build a rewarding client experience is not, says Murgitroyd’s Laurence Cheney.
As I prepare to move into the newly created role of Head of Clients, I have been reflecting on a question that many professional services firms continue to grapple with: how do we create client experiences that strengthen relationships, differentiate our organisations and support long-term growth?
Over the years, I have come to view client experience as much more than a service initiative. At its best, it provides a way of understanding changing client expectations, strengthening relationships and helping organisations make better decisions about future priorities.
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