No partner likes to receive a complaint from a client. However, what is far worse is when a partner does not receive a complaint when a client feels aggrieved because of a firm's actions or inactions ...

Businesses today frequently turn to customer surveys to gauge customer satisfaction, gather feedback and obtain data-driven insights. However, an over-reliance on these tools often leads to survey ...

Client surveys are an effective method to find out what clients are thinking and also give some the opportunity to vent about what displeases them. I suggest sending all of your tax clients such a ...

During times of economic instability, financial advice is often in high demand. As increased inflation and the Russia-Ukraine War continue to shake financial markets, many individuals working with ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Survey response rates are dropping because customers feel brands ...

To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

Advisors can stop spending time on fancy newsletters—clients prefer a simple, old-fashioned email, a recent survey found, and if advisors aren’t reaching out at all on a regular basis, their clients ...

Tax season has the largest concentration of clients and presents the best opportunity to find out what clients think about your services. It also creates an opportunity for additional services.

You probably feel like you have a good handle on how your clients feel about your business. Would you be willing to bet money on your intuition? If you’re not eliciting client feedback via ...

Virtually all top-tier professional service firms make the same boasts. "We have the best lawyers/engineers/architects/physicians, who went to the best schools and ...

More than 70% of respondents to the sixth annual mental health survey by ALM and Law.com Compass said they feel coworkers care about their mental health. Just 14.4% said they feel their clients do. My ...

I recently had an outstanding experience at a diner—the food, atmosphere, presentation and service were terrific. I was extremely satisfied with the experience, yet I won’t return. Why? Because I ...