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Strategic Client Interview Programs

A firm’s ability to secure, protect and grow strong and deep client relationships is its foremost strategic and competitive advantage. Sustaining a highly satisfied, loyal and profitable base of existing and new clients insures a healthy bottom line, attracts quality talent and builds an enviable brand. Protecting and nurturing these valuable client relationships should be job #1. If it isn’t, your greatest asset is at risk of becoming a liability.

Market leaders have long understood the value of candid client and customer input. LaBrie Consulting has helped dozens of professional service firms design and launch Strategic Client Interview Programs, the platform upon which market leaders build their key client protection and nurturing strategies.

Throughout this comprehensive and highly customized process, Linda LaBrie works closely with firm management on the development of all program components from measurable objectives to client selection to the critical follow-up strategy. And, in most cases, she also conducts all client interviews. A seasoned expert, she brings the third party objectivity proven to dramatically increase a client’s candor, personal openness, and professional commitment to this mutually beneficial process.

Maintaining her dual focus on program customization and client-centered outcomes, Linda has also helped a number of firms build “hybrid” client interview programs. The “hybrid” refers to the utilization of other firm professionals to conduct some, if not all, client interviews in an effort to “touch” more clients, insure the program’s longevity and/or reduce program costs. In all cases, Linda coached and trained these carefully selected internal candidates in the requisite approach, skills, behaviors and timely follow-up. Besides Managing Partners, with whom she has co-conducted key client interviews, Chief Marketing Officers, Executive Directors and Senior Partners, who do not service any of the targeted clients, have also been coached to effectively conduct key client interviews.

In today’s highly competitive professional services environment, conducting client research is no longer an option. What you don’t know can hurt you! And, there is no excuse for “guessing” when you can ask, confirm and build your future on your clients’ direct input. Without it, you risk client defections, poor marketing decisions, a compromised image and reputation and, ultimately, reduced revenues and less profit.

 

Stakeholder Intelligence Engagements