Resources

How listening shaped my own brand identity

Earlier this month, I launched my new branding and a small change to my trading name which is now ‘Anna…
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How stakeholder listening can help you gain valuable insights into your brand

Earlier this year, I was honoured to be asked to support a brand refresh project for Breast Cancer UK, a…
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Where do your clients sit in your business strategy?

I’m pretty sure your answer to the above question would be, “At its core, alongside our employees.” I’d also take…
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Is your client listening a silent disco?

Welcome to this month’s edition of ‘The Happy Client’, inspired by my recent annual child-free get-away to Butlins for one…
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My Client (Listening) Journey

Welcome to the first issue of ‘The Happy Client’ in 2024! I hope the new year has got off to…
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How stakeholder listening can make you more efficient

So, here we are in November with the year’s penultimate edition of ‘The Happy Client’! This month, I continue to…
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How stakeholder listening can support your business growth

Last month, we looked at the stakeholders, other than your clients, that you should be listening to in your business….
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Who else should you be listening to?

I hope you’ve had a great start to the new ‘term’. My boys spent most of the summer holidays fighting…
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Your summer client listening challenge!

Summer, when most of us manage to carve out some holiday, is a great time not just for recharging, but also reflecting on how things are going…
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What’s the role of AI in client listening?

Everybody’s talking about AI – whether you view it as a threat or an opportunity – it’s here to stay….
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What’s involved in the client listening process?

‘How does a client listening project work?’ is a question I’m often asked when I tell people what I do….
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How does client listening fit in with the new marketing funnel?

Many moons ago, when was I studying for my Chartered Institute of Marketing qualification, I was taught all about the…
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Why, when, and how could you use client listening to inform your marketing strategy?

A year or so ago, I came across the below graphic (credit: The Proper Marketing Club) and thought it made…
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Plan your resources for an effective client listening programme

I hope you’re well and have had a good start to 2023. A new year often brings with it budget…
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What Clients Want 2022

I know I say it every year but I can’t believe where the last twelve months have gone. It seems…
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Time to operate in the ‘Fan zone’

One thing’s for sure, these are uncertain times – so it’s no surprise that the Collins Dictionary Word of the…
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How effective are your client listening habits?

One of my all-time favourite books is ‘The seven habits of highly effective people’ by Dr Stephen R. Covey. It’s…
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How to get those client listening sceptics on board…

Client listening projects usually begin with a conversation with my new client’s Marketing Director. They will have already bought into…
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Get started with client listening – for small accountancy practices

Client listening is a great way to grow your business as it will help you keep existing clients and attract…
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How to deal with less positive feedback

Last month, ‘The Happy Client’ warned you about falling into the complacency trap where you think everything’s okay with the…
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Are you falling into the complacency trap?

We all love a bit of praise, whether for ourselves or for our business and sometimes they’re one and the…
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Are you a good sport?

I recently completed my first season playing with a local hockey club. Maybe you saw some of my social media…
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What do you want to be famous for?

We all know a brand is much more than a logo and colour palette. As Amazon’s Jeff Bezos says, ‘your…
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How loud is your clients’ voice in your business?

Happy new year to you, I hope you had a wonderful break. I enjoyed lots of down time with my…
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Forget the Funnel, meet the Flywheel!

You’re doubtless familiar with the sales funnel which illustrates a theoretical customer journey. A couple of months ago I came…
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Five golden things to illuminate your client listening journey in 2022

Client listening is evolving quickly so here are five golden things to incorporate into your activities whether you’re starting out,…
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What do children teach us about client relationships (part two)

This month’s ‘Happy Client’ is a continuation of last month’s musings where I compared managing the relationship you have with…
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Third year lucky!

I’ve just finished my third year in business and what a ride it’s been! It’s certainly not been easy, starting…
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What do children teach us about client relationships (part one)

Welcome back to The Happy Client, I hope you all had a great summer. I survived not one, but two…
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Your Summer Homework…

A short one from me before the summer break, but an important message if you’ve been thinking about client listening…
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Client experience roadmap for accountants

One of the ways you can stand out in a crowded market is through your customer experience. Many accountants focus…
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Why the act of gathering insight on your client experience is an important experience in itself!

Last week I received a cold call on behalf of an organisation who’d provided my business with some support. The…
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How does client listening help with marketing your accountancy business?

Client listening is a powerful and effective tool which can fit into your marketing efforts in a number of ways….
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What is the ‘Net Promoter Score’ and how can it help your business?

The Net Promoter Score (NPS) was developed by Management Consultants Bain & Co and is a metric used across a…
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What is customer experience privilege and how do we keep ours in check?

‘Checking your privilege’ has become a buzz phrase over the last few years and even more so during 2020 when…
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Can you afford not to listen to your clients?

‘We know our clients are happy, we already ask them’ is a comment I often hear when I tell people…
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Covid-19 – Should I still be marketing?

Well, what month March was. As we started the month, I think many of us had the spread of Covid-19…
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Get the best from your outsourced Director of Marketing

Taking the decision to outsource any area of your business isn’t an easy one and marketing is no exception. You…
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Who’s directing your marketing in 2020?*

Sometimes, those of us running our own businesses can’t see the wood for the trees. We are often so focussed…
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Is your client feedback programme fit for 2020?

‘We know our clients are happy, we already ask them’ is often the response I get when I mention my…
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How deep is their love?

That is your clients’ or customers love for you. Don’t know? When was the last time you asked them? There…
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Freelance reflections

The last month or so has featured a number of significant milestones for me. My eldest son starting school, the…
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How do you find your perfect match(.com) in business?

In the modern environment, it’s easy to hide behind a screen and think that digital only marketing is enough. Yes,…
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How can pasties improve your client service?

Earlier this week I co-hosted an event for Professional Services marketing and BD colleagues where our speaker was Mike Smith,…
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Business doesn’t stop at Bristol!

When I worked in London, there was a perception that ‘there’s not much going on past Bristol’. People were happy…
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All aboard the good ship thought leader

Thought leadership has long been featured in B2B marketing plans as a way to brand build and demonstrate eminence in…
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Client service – we’re all in it together

I’m delighted to feature in this month’s PM magazine which is the publication for members of the PM Forum, a…
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How do you gain support for your client feedback programme?

One of my previous blogs looked at why partners might be resistant to implementing a client feedback programme and this…
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The business case for seeking feedback from commercial clients

I have recently met with a number of firms who have, to date, focussed their client feedback efforts on their…
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Client feedback – it’s a no brainer…..isn’t it?

I have had a number of conversations recently with marketing/business development/client relationship colleagues who are trying to gain buy-in for…
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