May 20th, 2010
Really Find Out What’s on Their Minds – The Benefits of Qualitative Interviewing
Many firms hold meeting after meeting discussing among themselves the need to discern what improvements they must make to better serve their clients. What often happens is internal folks talk about what clients probably like and dislike. In other words, there’s much conjecture, but few hard facts. We have a novel recommendation—go to your clients and “ask ‘em!” The art of qualitative interviewing can uncover excellent insight into what’s working and what’s not. It’s also a very productive approach when a firm is trying to determine its positioning and sales message.
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April 28th, 2010
Soft Skills:
Getting Clients to Talk to You
What does it take to be competitive, really competitive, in this current market? Is it a good product or service that is reliable and meets a need? Is it a good “story” about what you offer and how you can differentiate yourself?
The answer is, “Yes” to both, but good products and services and a good story are the minimum requirements to stay in business in this increasingly competitive landscape.
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February 22nd, 2010
What Are Your Customers Worth?
Establishing a Strategy for Managing and Leveraging Client Relationships
Like most businesses, your firm probably takes a periodic look at the profitability of your client base. Perhaps you segment your client base according to product area, or by total client assets, or by some other measure.
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February 22nd, 2010
The Boston Globe ran an article about the results of a “checkbook” survey to consumers.
Consumers gave overall low ratings to many of the larger, well-known institutions in the Boston area. The survey asked about past experiences with these firms.
Why did consumers give such overall low marks to the firms in question? Well, many of the firms that didn’t fare well questioned the “reliability of the ratings”.
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