In response to overwhelming positive feedback following our recent panel discussion on client feedback, we are now pleased to follow up with a seminar on the implementation of client feedback methods.
A pragmatic approach to client surveys
This practical session will look at the role of surveys in obtaining client feedback and how to integrate this process into the broader client listening programme.
The presenters will use the following structure to review a range of case study examples, related specifically to professional services:
- Purpose (Why?) – Pre Survey Considerations: Identifying the motivation for the project, clearly articulating expected outcomes, phone vs online, achieving internal buy-in and pre-survey communication imperatives.
- Process (How?) – Survey Targets, Design and Launch: DIY survey tools, why you should Pareto your database, survey design, questions types and managing reminders.
- Results (What?) – Analysis, Reporting and Action Planning: acceptable online response rates, analysing results, benchmarking, managing reporting and action planning.
This seminar will be presented by Leon McCormack, Director at InSync Surveys and Sarah Chisman-Duffy, Head of Client Engagement at Corrs Chambers Westgarth. The speakers will share their experiences in implementing client feedback programs, while also encouraging questions and insights from the audience. These seminars will benefit those who are in the process of establishing a client feedback program, as well as those who are looking to improve their existing program.
Leon McCormack, Director Business Development, InSync
With over 20 years of business to business experience, Leon has managed information consulting and market research projects across a wide spectrum of large clients from the Professional Services, Engineering, Pharmaceutical and Healthcare industries. His passion is customer research and many of the projects he has initiated have provided critical insights to directly inform a range of multi-million dollar investment decisions. Leon's role at InSync involves a significant project principal component on all his projects, working closely with InSync's clients, researchers and project managers to: scope and design the customer research solution, and support the project team throughout the project delivery process.
Sarah Chisman-Duffy, Head of Client Engagement, Corrs Chambers Westgarth
Sarah has over 20 years’ experience in business development, client research and key client strategy, spanning both financial and professional services across the US, Europe, Australia and Asia Pacific.
Sarah has worked with over 60 law firms globally on client and market research including designing, project managing and implementing the findings of client feedback programs - ranging from small scale qualitative feedback projects to high volume multi-country quantitative studies.
In her current role at Corrs Sarah has recently redesigned the firm’s client feedback programme and is responsible for the ongoing management and oversight of the firm’s client and market insights capabilities including development, collation, interpretation and analysis of client and market data. In addition, in the newly created role of Head of Client Engagement she is responsible for leveraging client and market insight to align the firm to client and market need.
Who should attend?
Mid to senior level marketing and business development professionals, Managing Partners, and other strategic client focussed professionals.
||Wednesday, 14 October 2015
||12:15pm registration for 12:30pm – 2:00pm
||Corrs Chambers Westgarth, Level 25, 567 Collins Street, Melbourne
||APSMA Members $66 | Non-members $99
APSMA thanks our event sponsor: