Client Loyalty Research

Keeping your hard-earned clients

Continuous monitoring of client feedback to learn how to optimize client relationships.

You will learn

• How to increase "share-of-wallet" from key clients
• Which clients offer cross-selling opportunities
• How to increase referrals from clients
• How a daily dose of research leads to long-term profitability
• How to stay in touch with your clients' changing needs
• What to do next—how to prioritize marketing and management initiatives
• What key information is being withheld by your clients

When Should You Commission Client Loyalty Research?

Other research programs may be triggered by particular events in the life of your firm. Your Client Loyalty Research program should begin the first day your firm opens its doors. Continuous client feedback is fundamental to a successful, well-run firm in business for the long haul.

Client Loyalty Research Includes

• Interviews with firm management
• Focus groups with clients
• Web surveys of partners and associates
• Ongoing telephone surveys of clients
• Continuous reporting of client-by-client opportunities and problems
• Strategic analysis of client feedback to drive practice group and firmwide changes