Published bi-weekly for marketing and business leaders in professional services. Practical insights, research, and roundtable discussions.
Why Client Listening Stalls When Marketing Owns It Alone
Imagine hearing the same complaint twice in six months: pricing feels inconsistent, updates arrive too late, and partners seem to...
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How to Know If Your Client Intelligence Is Working For You
Most professional services firms run some form of client listening programme. According to recent research, 96% collect feedback from clients...
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Good Intentions Don’t Build Client Relationships
Most Associates in professional services firms understand the importance of building client relationships. Ask them, and they’ll tell you it...
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Why Most Thought Leadership Remains Unread
Your firm spent six months developing that flagship report. The research was solid, the insights compelling, the launch well-orchestrated. Three...
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The 4 Questions Clients Wish You Had Asked
Clients take the time to provide feedback. They complete surveys, participate in interviews, and attend feedback sessions. Yet across thousands...
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Why Professional Services Firms are standardising surveys + interviews
Professional services firms are getting serious about client listening. It is not a “nice to have”, but a core commercial capability....
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The Client Exposure Gap
A curious pattern emerged when we mapped lawyer satisfaction against client contact. Lawyers with minimal client exposure reported 53% day-to-day...
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