Always-on client listening turns your unstructured data into feedback intelligence, in real-time.
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We help professional service firms
Client expectations and behaviours are changing rapidly, therefore it’s more difficult than ever before for firms to stay in the know. MyCustomerLens is the only client listening platform that unifies all insights, across all clients, in real-time. We put your client’s voice at the heart of your business.
Firms tell us they need to solve 3 problems related to traditional client listening:
| Problem | Description |
|---|---|
| Siloed | Client listening is decentralised, with data stored in different systems and formats. Hunting down and reformatting the data is wasting a lot of time. |
| Manual | Finding, analysing and reporting on feedback, especially the rich text data, is a slow and manual process. Outsourcing this work to consultants is expensive. |
| Seasonal | Feedback is collected when firms are ready to listen, rather than when clients are ready to share. By the time reports are ready, opportunities have been missed. |
Active client listening enables firms to discover and respond to client needs faster. It is:
The fast and visual way to understand your clients
MyCustomerLens is the only client listening platform that provides law firms with unified insights across all clients.
Status Quo: Only 15% of firms have a centralised database for all their client feedback.
Siloed feedback, stored in different systems and formats, leads to blindspots and false assumptions.
Our platform unifies all your feedback in one place including interview transcripts, surveys, pitch feedback, testimonials and informal feedback.
Status Quo: Only 32% of firms collect feedback during a matter/project.
Verbatim comments are a goldmine of insights. But manually analysing and reporting on text data has been a slow or expensive process.
Our bespoke AI algorithms quickly discover your clients' sentiment and emerging needs.
Status Quo: Only 41% of firms share client listening reports amongst teams and used the data to drive action across the firm.
Traditional client listening is batched up into seasonal projects. This delayed reporting hinders agility and leads to missed opportunities.
MyCustomerLens delivers actionable intel across the entire customer journey. Insights can be shared and benchmarked across the firm, in real-time.
MyCustomerLens delivers continuous feedback intelligence by aggregating all your client-related feedback and summarising it in real-time. This frees up your valuable time and resources to make faster and more informed decisions.
"The simplicity of set up, the accessibility of support and speed of response to queries has been invaluable. We are looking for it to provide us with clear client and staff experience intelligence which will in turn support our future strategy."
- Caroline Bateman
Head of Business Development, Tozers
"MyCustomerLens was the ideal platform for us to choose by providing a secure repository to store, and analyse client feedback in all the ways we need to align with our service promises."
- Aileen Leahy
Senior Client Culture Manager, Shoosmiths
"MyCustomerLens has been incredibly helpful with the implementation of our client feedback strategy. Paul has also provided thoughtful consultation services and we look forward to continuing to work with Paul and team!"
- Laurence Cheney
Head of Global Marketing Operations, Murgitroyd
Is your firm ready to implement always-on client listening? With a quick video call, we can help you decide.
Alternatively, keep up to date with Outside-in, the newsletter for client-centred professional services firms.
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