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 ...

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 ...

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 ...

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.

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 ...

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 ...

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 ...

A new report titled “Pulse Survey Report,” sponsored by Seismic, points to rising demand for quick checks on worker and ...

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 ...