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 ...

Attorneys in firms can no longer wait for the conveyor belt to bring new client work to them. Economic and cultural changes during the last half-dozen years have caused firms to reassess their ...

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.

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 ...

Asking your clients what they really think of you can make those clients more engaged. There is a strong connection between asking for feedback and building deeper, stronger relationships with clients ...

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 ...

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 ...

As vaccines continue to be distributed to millions of Americans and we inch back toward “normal,” things are looking up. One of the signs of optimism is that advisers are starting to open, or fully ...

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 ...

Research on clients’ attitudes toward embedded vs non-embedded mutual fund fees, currently being conducted by Invesco Canada Ltd., supports giving clients the choice. The Toronto-based investment fund ...