**Don’t Miss This**
Fearless Feedback: How Mills & Reeve Transformed Its Client Listening Culture
December 11 @ 12 – 1 PM ET
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Creating a focused client listening culture is something many firms aspire to achieve, but how can you successfully embed listening activity in your firm and have it make a tangible difference to your client experience?
Hear a first-hand answer from Kirsty Shenton, Head of Client Development at SCG Legal Member firm Mills & Reeve (UK), as she takes us through the firm’s client feedback ambitions and vision, including how their approach to ‘Fearless Feedback’ is now a cornerstone of the firm’s strategy.
This webinar will be mediated by Nathan Newall, Head of Business Development at Acuigen, the client listening experts Mills & Reeve partner with for this effort.
Key Takeaways
- When is the right time to listen
- What is the most effective methodology
- How can you instill a feedback culture across the firm
- How can you use feedback for continuous improvement
Presenters
Kirsty Shenton, Head of Client Development, Mills & Reeve (UK)
Kirsty is a client insight and development professional with more than 25 years of experience in developing and delivering client experience within a professional services environment. She has a clear focus on creating a client-centric culture through a consistent approach to insight gathering, continuous improvement and building strategic client relationships.
Nathan Newall, Head of Business Development, Acuigen
Nathan brings a wealth of pan-sector experience and knowledge, having worked in senior level Client Director and market research roles as both a trusted advisor and a ‘critical friend’. He has a track record of delivering game-changing client insight programmes which added a tangible return on investment for the clients he has worked with. He is highly skilled at formulating experience strategies and helping businesses put their clients at the heart of what they do.