Say hi to Leni 👋

Meet Leni, the newest member of the MyCustomerLens team - and the one with the longest trunk.

When everyone else is adding 'now with AI' stickers to their products, you may be wondering why we have brought an elephant onto the team?

Well firstly, our platform was built around AI from the beginning, so we already have that. More importantly, Leni is no ordinary elephant.

The champion of listening differently

During 2025, Leni will be helping professional services firms to listen differently by developing their own elephant super-powers. For example:

🐘 Leni has big listening ears

Perfect for picking up the client voice in more places

Client listening is evolving from a periodic 'opt-in' project to an always-on 'opt-out' process. That means firms need bigger listening ears, to hear the client voice across multiple channels, occasions and stages of the client journey.

We're currently running our Future of Client Insights survey, benchmarking how firms are using the voice of the client. The survey is still open, but early results show that only 20% of firms currently give clients a way to share feedback during the matter or project. Waiting until the end to get feedback, gives the impression that firms are more interested in measuring than listening.

🐘 Leni never forgets

Vital when creating a single source of truth

With feedback data, client and market intelligence sitting in many different systems and formats, it's easy to forget what clients have said and where the evidence is. That makes it very hard to use the data to strengthen relationships or win new work.

Our current research has already revealed that firms have as many as 10 different sources of feedback to juggle. With the client voice available in some many different formats, firms that want to listen differently need have all that data in one place. It's the only way everyone can see and remember what clients need and expect.

🐘 Leni oozes empathy

Empathy is central to building up engagement across the firm

Elephants are one of the most empathetic species. Yes Google helped me with that one! Our research is highlighting the challenges firms face in expanding the impact of their client insights. Chief amongst them is a fear of finding out. Partners believe they are doing a great job, and therefore fear that a few niggles within the feedback could undermine that.

Client listening teams need to be sympathetic to these feelings, while at the same time helping their colleagues to see the bigger picture. Client listening is no longer about gathering feedback on individuals. It's about generating a continuous flow of intel that the whole business can learn from to strengthen existing relationships, win new work and ultimately achieve organic growth targets.

🐘 Leni travels in herds

Client listening is a team sport

Implementing an impactful client listening programme is a "journey". But not one you need to take alone. Yes, I know gathering client feedback sometimes feels like a solo climb up a steep glacier wearing slippers.

But there is a wonderful camaraderie amongst those tasked with bringing the voice of the client into their firms. Just yesterday, someone said to me how pleasantly surprised they were about how about the openness of their peers. "They're so open to sharing, not competitive at all".

🐘 Leni has cool lenses

Having the right insights at the right time helps you see around corners

Admittedly not all elephants wear glasses. But they wish they had Leni's lenses because they help see what others are missing. Have you ever heard a partner say "I wish I'd known that before I walked into the meeting"?

The ultimate goal of client listening is to inform decision-making and actions that benefit the client and the firm. Static reports are like staring at a poster, interesting but it quickly turns stale and goes unseen. Instead, firms need augmented reality - a real-time view of insights that add context to what partners are seeing and hearing.

Get a head start

How do your superpowers compare to Leni's and to your peers?

You can find out by completing our Future of Client Insights survey before it closes next Monday (9th). Scan the QR code next to Leni to get started, or visit the MyCustomerLens | always-on listening page to find the link.

The next day (Tuesday 10th) we're running a '1st look' webinar to share the headlines and highlights from the report. The MyCustomerLens LinkedIn page also has the sign-up link for the webinar.

By Thursday (12th) all respondents will have received their benchmarking report. We can do this so quickly because MyCustomerLens is doing the analysis as the surveys are submitted.

So if you want to get the report next week, you need to complete the survey now. We won't be sharing the report with non-respondents until the new year.

#ListenDifferently