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Client Speak: Client Feedback ' The 12 Essential Steps

By Donald Aronson
August 28, 2010

Over the past year, my articles in this column have primarily focused on the benefits and insights that can be derived from a well planned and well executed Client Feedback program.

These prior articles discussed such vital issues as: Alternative Fee Arrangements; the relative importance of Quality Work versus Quality Service; the nine prerequisites for successful Cross-Selling and Convergence; the necessary attributes of a Trusted Advisor; and, the substantial value that Client Feedback can provide above and beyond just an assessment of Client Satisfaction ' or Dissatisfaction ' and Loyalty.

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