Client Listening and professional services: listen to learn or sell?

This episode is about Client Listening and clients’ experience of service.

Every firm wants to be client-centric: in other words to put clients at the heart of their business. But are they serious?

One way to help achieve this is to implement a client listening (or client feedback) programme. In this episode we answer the following questions:

• How do you convince your firm that this is a good way to understand more about your clients? 
• Is its role to listen and learn or listen and sell? 
•  What methods of insight capture work best and who should gather it?
• How do you deliver good (and bad) feedback?

To help me, I am joined by Tim Nightingale, Founding Director of Nisus Consulting and David Tomley, International Head of Client Development at law firm Osborne Clarke.

James Stringer, a former BD Director and now trainer, consultant and coach on Business development, bids and offsites