Synthetic data can help test early ideas, but it cannot stand in for real client views. Graham Archbold’s article, originally published in PM Magazine.

The minimal group effect helps explain why professional services teams stay in silos. Shared client feedback can make the wider relationship visible.

In Osprey Approach’s podcast, Graham Archbold and Amy Bruce discuss practical ways law firms can turn client feedback into better relationships, decisions and growth.

Incentives shape behaviour, and sometimes corrupt it. This article looks at Vodafone’s review controversy, legal directory referees and the danger of turning feedback into a public performance metric rather than a tool for improvement.

Join Graham Archbold, Joanna Gaudoin and James Markham for a free webinar discussing: the importance of generating demand and pricing to sustainably grow a legal practice; practical tips on how to successfully develop new business; and what clients are asking from their firms.

Designing questionnaires, then collecting and analysing data are the relatively easy part. Changing behaviours and embedding a feedback culture, that’s the hard bit. And so this newly published HBR article is useful as a blueprint for organisational change. Rather than aiming to inform and inspire with communication campaigns and training, instead researchers have turned to behavioural science to create the ‘4T model’.