Great Client Experience Isn't Annual. Why Is Your Feedback?

Your clients experience your firm every single day. Every email. Every meeting. Every invoice. Every deadline met (or missed).

Yet many partners remain convinced that checking in on client relationships once a year - and not asking at all - is enough.

Think about that for a moment. Would you run your firm based on year-old financial data? Would you make strategic decisions using last year's market insights? Of course not.

But that's exactly what traditional client listening programmes feel like in professional services firms today.

Here's the disconnect: your clients aren't waiting for your annual survey to tell you what they think. They're sharing signals every single day. In their emails. Their conversations. Their complaints. Even in how quickly they pay their bills.

But we've been trained to think that "client listening" means formal research projects. Carefully curated surveys. Hand-picked interviews with happy clients.

It's a trap.

It's time to close this gap.

While you're waiting to launch your next feedback project, your clients are waiting to see how you respond to their evolving expectations. They’re judging your response not against your own norms, but against all their other service providers.

Their bar for great client experiences is moving. Does your firm know where it's going??

The art of listening when everyone else is just taking notes

The old way of listening is broken.

Think about it: How many times have you complained that "we don't have enough data" and at the same time "we don't do enough with the data we've got"? It's the classic B2B paradox.

Your feedback is stuck in silos. Different spreadsheets. Separate PowerPoint decks. Word documents scattered across shared drives. It’s hard to see the big picture.

It's like having a different doctor on every visit, each one asking you to start from scratch. Same symptoms, same story, same tests – but never building the complete picture of your health. Frustrating for you, inefficient for them, and nobody getting any wiser.

But what if there was a better way?

Enter always-on client listening.

It's not just another tech solution. It's a fundamental shift in how we think about client relationships.

Instead of treating feedback like an annual check-up, think of it as a continuous health monitor. It picks up signals from everywhere – formal feedback, casual comments, operational data – and turns them into actionable insights.

Here's the magic: It creates what I call a Feedback Flywheel.

• You listen continuously.
• You centralise everything.
• You use AI to make sense of it all.
• You get context in real-time.
• You close the loop by taking informed actions.

Then it starts again, but stronger.

Each turn of the wheel builds momentum. Each insight leads to action. Each action impacts the client experience and generates new insights.

But here's the part that might surprise you:

The technology isn't the hard part. The hard part is accepting that individual partner relationships, while valuable, aren't enough to differentiate your brand in today's market. The hard part is admitting that "I know my clients" is leaving money on the table.

Stop Researching, Start Listening

Where do we start? By changing how we think about listening.

Because let's be honest: Your clients want to be heard, not researched.

They're not waiting for your annual survey to share their thoughts. They're sharing them right now, in a dozen different ways.

The question is: Are you listening?

Are you catching the signals?

Are you connecting the dots?

Are you acting fast enough?

If you're still relying on manual analysis and seasonal reporting, the answer is probably no.?

If your senior leaders worry more about the NPS number than the reasons it’s moving (or not), the answer is probably no.

Think about the last time you got client feedback. What happened to it? Did it sit in a PowerPoint deck or email inbox somewhere, getting more outdated by the day? Or did it contribute to driving real change in a client-facing process?

The truth is, being client-centric isn't a choice. It's a survival strategy. The drive for organic growth requires differentiation.

Your competitors aren't standing still, they're trying to stand out. They’re merging, partnering and rebranding. They're finding ways to close the gaps, make faster decisions, and respond to client needs before they become client complaints.

The always-on advantage: are you ready to make listening your superpower?

But here's the good news:

You don't have to transform everything overnight. You don't need to throw out your existing feedback programmes. You just need to start thinking differently about listening.

Start small.

Act fast.

Build momentum.

The tools exist. The technology works. The question isn't whether you can do it – it's whether you're ready to listen differently.

Because in the end, this isn't about having more data. It's about having better conversations with your clients. It's about turning their experiences into fuel for growth.

Your clients are already talking.

The signals are already there.

The insights are waiting to be discovered.

Are you ready to really listen?

?? MyCustomerLens | always-on listening ??

#ClientExperience #ListenDifferently #CX #LawFirms