by Robin Dicks | Mar 24, 2020 | Robin's Blog
It feels right to talk about something more “normal” for the moment. We did an interesting project a few months ago for a firm which was keen to understand the truth about how its capability was perceived vs. competitors, and indeed if it could...
by Robin Dicks | Oct 19, 2016 | Robin's Blog
Deborah Shell of Winckworth Sherwood has written an easy to read and interesting article about implementing client feedback programmes. It covers not only the set up of gaining feedback but how it is shared with partners and others to gain commitment, buy-in, results...
by Robin Dicks | Oct 12, 2015 | Robin's Blog
One theme has been increasingly visible in some of the recent in-depth client feedback interviews we’ve done for firms. It’s connected to “commerciality” but it’s more profound than that. It’s not “technical expertise”,...
by Robin Dicks | Aug 18, 2015 | Robin's Blog
Most client feedback exercises get feedback about how the firm performs. Better ones also identify what factors have the greatest impact on the client’s continued use of the firm. But few – still – use the opportunity created by the process to get...
by Robin Dicks | Jan 8, 2015 | Uncategorized
I recently wrote a piece on questions that firms should ask themselves, when reviewing their level of client insight. Here are some of them in case helpful for anyone as a check-list. Can your activities be improved to better answer these issues? * What are the most...
