Breakfast workshop: A radical new approach to client feedback

Thursday 14 March 2019
8:15am (for an 8:30 start) - 10:00

Client insights are a great opportunity for firms to get a deep understanding of their key clients.  This understanding helps partners to be more pro-active in terms of service delivery, meeting their clients’ needs and providing real value to client relationships.

However, across professional services firms, client feedback programmes are often perceived by partners as an unwelcome compliance exercise, rather than an opportunity to protect and grow revenue, gaining commercial success.  How can we re-engineer programmes to change perceptions?

This breakfast, led by Ben Kent of Meridian West, with Michelle Panayi, Head of Client Experience at Grant Thornton will discuss radical ideas on how client feedback can be re-invented.  They will focus on:

  • Gaining continued advocacy and engagement from partners to buy-in to client feedback
  • Making the interview a great experience for clients (using creative interview techniques)
  • How to use cutting edge technology to enhance the interview experience
  • How to use client insights to help partners identify opportunities to act on feedback more strategically

Each attendee will also receive a copy of Meridian West’s “How to guide” giving more practical advice on innovation strategy and design thinking, and a free follow-up consultation with a Meridian West expert to discuss your innovation project approach further.

Swan, Shakespeare's Globe, 21 New Globe Walk, Bankside, London, SE1 9DT