Client Listening
We can help you gather feedback and insight from your clients.
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We believe great relationships are built on listening, understanding, and action—which is why our work is centered around our Gather, Reflect, Act approach. Our structured approach ensures that the insights we gather lead to tangible improvements. We listen to your clients, and other stakeholders, capturing honest and valuable insights through independent, conversational interviews.
Client Talk seeks to change the way that we communicate with our clients by turning up the dial on active listening.
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Find out more about our client listening offering below:
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OUR CLIENT LISTENING SERVICES
Our Client Listening services
TRAINING YOUR LISTENERS
We believe that before any firm embarks on a client listening programme, they should teach their listeners to listen. At Client Talk we are making it our mission to teach firms the art of listening well, as we believe the data collected from listening/feedback programmes is enhanced as a result.
We help professionals and client feedback teams gain awareness of their personal listening styles and preferences. Our training draws on psychology and we raise awareness of how others might like to be communicated with, to help drive better outcomes.
SUPPORT IN GATHERING CLIENT FEEDBACK
Whilst you might have people internally who can act as independent listeners, you might lack the internal resource needed to cover all of your requirements. Perhaps you want support with a particular client or clients. If that is the case we can support you by conducting client listening on your behalf.
All of our client feedback meetings are conducted by accredited coaches with professional services expertise.
This is unique and is what sets our offering apart, particularly from those who view client listening as a market research exercise.
ACTIVE LISTENING
The act of active listening is one of the core skills that coaches have to master. It is something that is tested when accreditation is sought. It is a skill that coaches work to hone over many years.
By harnessing this skill in client listening, we are able to go deeper than a mere tick boxing exercise.
We can identify non-verbal signals as well as the verbal ones. We are able to give our undivided attention to what the client has to say.
PROFESSIONAL SERVICES EXPERTISE
As well as being coaches, our client listening experts have experience in the field.
Some are qualified solicitors and worked in private practice, others have worked in-house. This enables our listeners to know when to go deeper.
We can spot the opportunities that others miss. It also means that we can help you action what you hear. Whether that be through skills training or 1:1 coaching with key individuals. We make sure you get the most from the insights you have.
Why is Client Listening important?
Clients are your key to growth. With client loyalty increasingly coming under challenge from the wealth of choice available and from stretched budgets, understanding how we can best serve our clients is essential.
Client Talk was created to change the conversations that firms are having with their clients.
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All B2B businesses are built on a network of relationships. To create and sustain those relationships you will be regularly speaking to your clients. You will regularly check in with your clients to find out how things are. Some firms will go further and have structured relationship meetings with clients at regular intervals, or at the close of a project, tender or other significant milestone. Others will undertake horizon scanning.
All of this is a crucial part of relationship building.
Underpinning all of these conversations is the ability to listen.
What are the benefits of Client Listening?
​When client listening is done well it can empower your business to:
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Improve decision making by taking out the guess work
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Increase client loyalty by showing that you value the relationship
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Identify problems in a relationship before they become terminal
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Identify opportunities that will grow your business
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Create products and services that your clients want
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Improve client experience and with it your relationships
Client Listening FAQs
Q. What is the advantage of using a third party to ask the questions?
A. We know that it can often be difficult to ask hard questions. It might be that the relationship you have is longstanding, and you don’t want to ask about competitors and how you compare. You might feel uncomfortable cross-selling, or finding out why your cross-selling efforts haven’t worked. It might be that you are reluctant to probe into service delivery when you are the one delivering the service. It might just be that your relationship has grown to a point where you feel you are too close to have a formal conversation.
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By using an independent person to do your client listening, you can find out answers to the questions you are having difficulty asking. The awkwardness is removed. Clients are more likely, to be honest with a third party –perhaps they themselves are feeling reluctant to bring up issues that might be seen to be a personal criticism.
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Q. What are the benefits of getting client feedback?
A. You don't have to hunt far on the internet to find quotes from successful business​ people who attribute success to listening to their clients. Listening, and truly hearing what is said, removes assumptions and can provide multiple benefits.
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