11.15.2022 | Client Interviews

Valuable client feedback goes far beyond simply asking about the client’s satisfaction. The best client feedback conversations create future dialogue, generate actionable follow-up, and validate the firm’s strategy for positive client experiences and increased loyalty. Well-prepared and skilled interviewers can quickly get clients to share information that will allow the firm to create a strong service differentiator and lead to both short-term and long-term financial benefits. The most important goal of all client feedback interviews is the understanding that the firm will act and follow through on the information uncovered in the interview. Successful client feedback programs generate more than great information from clients—they provide specific ideas for improving or enhancing the overall client experience. This workshop will include: the framework for a successful client feedback program, interview best practices, and strategies to turn information into action.