NYLMA September 17 Luncheon – Client Feedback: The Basics and Beyond – It’s Much More than Q&A

by Brandie Knox on September 29, 2015

A full-house packed Kramer Levin on Sept. 17 to hear the Basics and Beyond about Client Feedback.

A highly-experienced panel from a variety of backgrounds shared best practices on executing an effective client feedback program:

  • Robert Pay (Moderator) – Business Development Director, Global Services, Alvarez & Marsal LLC
  • Christa M. Crane — Chief Client Development and Marketing Officer, Loeb & Loeb LLP
  • James F. Flanagan — Vice Chairman, Client Service, PricewaterhouseCoopers LLP (PwC)
  • Donald E. Aronson — Founder of market research firm D. E. Aronson Associates LLC 

The panel guided the audience through a variety of do’s and don’ts when approaching clients for feedback. The group held an in-depth discussion about various programs, quantitative vs. qualitative feedback, and the benefits of interviewing clients in-person.

The highlight of the event was the interviewer/interview role play acted out by Don and Robert. This portion of the presentation was not only helpful but added an element of humor as the two engaged in an on-stage dialog to illustrate an interview/interviewee scenario.

Among the don’ts shared was the concept of talking less and listening more. Your clients’ issues are more important than your own. By making the client feel at ease and asking open-ended questions, the answers will come naturally to your client and will lead to a more open discussion. The discussion, when driven by your client, and not the interviewee, enables the interviewee to capture better sound bites and relevant information.

Slides from Don Aronson’s PowerPoint presentation during the discussion can be downloaded here:

Sept 17 2015 expanded slide deck

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