Domain: Client Services
It’s well understood that a systematic client listening (or feedback) program is a critical part of maintaining and expanding client relationships. But there can be significant internal and external obstacles. This session will examine three key stakeholder groups that need to “get on board” when launching a program: firm leadership, client lead partners and the operations teams who need to action the feedback and clients who may need persuading when considering whether to participate in the program. Regardless of the size of the firm, each of these groups must be supportive throughout the process, willing to be open to honest feedback, be transparent about the client relationship, and invest in actioning key outcomes from the program. The speakers will engage attendees to share the concerns they have experienced, illustrate real-life examples of those obstacles, and provide recommendations to overcome them.
Learning Outcomes:
- Gain tips on how to develop a client feedback program that suits the size of your firm and your client base
- Discuss the direct connection between client feedback and client service and how to action client feedback in a way that benefits client/firm relationships
- Examine why a broad client selection – not always connected to revenue – can deliver the best feedback
Presenters:
Stefanie Holland, Client Relationship Partner, Cassels Brock & Blackwell LLP
Peter Wismath, Chief Marketing Officer, Cassels Brock & Blackwell LLP
Price:
Member Price: $79
Prospective Member Price: $99