No partner likes to receive a complaint from a client. However, what is far worse is when a partner does not receive a complaint when a client feels aggrieved because of a firm's actions or inactions ...

During times of economic instability, financial advice is often in high demand. As increased inflation and the Russia-Ukraine War continue to shake financial markets, many individuals working with ...

More than 70% of respondents to the sixth annual mental health survey by ALM and Law.com Compass said they feel coworkers care about their mental health. Just 14.4% said they feel their clients do. My ...

Advisors can stop spending time on fancy newsletters—clients prefer a simple, old-fashioned email, a recent survey found, and if advisors aren’t reaching out at all on a regular basis, their clients ...

A new survey emphasizes the value of face-to-face business meetings. “More client face time for my dime,” is a phrase that captures the results of Embassy Suites Hotels’ third annual nationwide ...

Poorly-designed surveys waste everyone’s time. Here are some common survey problems and ways to get the most out of your next. Can we talk? At the most basic level, these three words are the ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Survey response rates are dropping because customers feel brands ...

I recently had an outstanding experience at a diner—the food, atmosphere, presentation and service were terrific. I was extremely satisfied with the experience, yet I won’t return. Why? Because I ...