The Client Feedback Playbook, is a practical guide to turning client feedback into a strategic advantage. It offers clear steps for collecting, analysing, and acting on feedback to strengthen relationships, improve services, and drive business growth. Ideal for professionals looking to make feedback a powerful tool for success.
Discover how to:
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Establish a feedback culture that drives real change
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Choose the right research methods to maximize engagement and insights
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Analyse and report findings in a way that informs strategic decision-making
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Close the loop by turning feedback into measurable improvements
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Navigate ethical and data protection challenges in client research
Whether you’re a partner, business development leader, or client relationship manager, The Client Feedback Playbook is the essential resource for professional services firms looking to harness client insight for competitive advantage.
Content includes:
Chapter 1 - Introduction to Client Feedback in Professional Services
Chapter 2 - The Strategic, Operational, and Financial Benefits of Client Feedback
Chapter 3 - Getting Buy-In from the Firm’s Key Stakeholders
Chapter 4 - Choosing the Right Research Approach and Methods
Chapter 5 - How to Conduct In-depth Personal Interviews
Chapter 6 - How to Design and Deploy Online Surveys
Chapter 7 - Analysis and Reporting: Organising and Communicating Actionable Insights
Chapter 8 - Closing-the-Loop and Managing Continuous Improvement
Chapter 9 - Research Ethics, Data Protection and the Market Research Society Code of Conduct
Chapter 10 - Converting Insight into Profit and Going Beyond Client Feedback
