LATEST PODCAST REVEALS HOW LAW FIRMS CAN TURN CLIENT FEEDBACK INTO COMPETITIVE ADVANTAGE
Osprey Approach has released the latest episode of its Empowering Law Firm Leaders podcast, now available to watch and listen to on YouTube, Spotify, and Amazon Music.
In episode 34, Amy Bruce, marketing director at Osprey Approach, speaks with Graham Archbold, founder of Chorus Insight and author of The Client Feedback Playbook, about how SME law firms can build effective client feedback programmes that strengthen client retention, support growth, and drive meaningful business improvements.
Drawing on years of experience helping professional services firms implement client feedback programmes, Graham shares practical advice on building sustainable feedback initiatives, securing leadership buy-in, conducting effective client interviews, and ensuring insights lead to measurable action across the business.
This latest episode explores:
- Why a sustainable, ongoing feedback programme matters – and what happens without one
- The three main reasons client feedback programmes fail
- Why personal interviews are an investment no firm should skip
- How to turn findings into clear, accountable recommendations
- How to communicate insights to the board in a way that drives action
Graham explains why firms must move beyond one-off surveys and commit to ongoing client engagement, as clients’ requirements are not static. “The world’s changing. Clients’ needs and expectations are changing. So you need to constantly be asking.”
He also highlights the importance of demonstrating the commercial value of client feedback programmes to secure engagement across the firm. “You’ve got to get attention, and I think the way to do that is to show the financial link… If you prevent a client from leaving because you’ve recognised there’s something wrong and you’ve fixed that problem, how much revenue have you protected?”
The conversation explores how firms can use client feedback to strengthen retention, uncover new opportunities for growth, and create a more client-focused culture. Graham also discusses the importance of combining interviews and surveys to generate richer insights and explains why accountability is critical to turning feedback into tangible improvements. “It’s deciding who’s going to do what and by when.”
Future episodes of the Empowering Law Firm Leaders podcast series will feature a range of industry experts including Matt Kelly, chief experience officer at DCM Insights, and Neil Heaney, former professional footballer turned founder of Judicare Law International.
Watch the full interview with Graham Archbold now to hear his advice on building a sustainable client feedback programme, measuring success, and creating a culture that genuinely listens to clients. You’ll also hear Graham’s exclusive insights on preparing teams for negative feedback, prioritising improvement initiatives, and communicating client insight in a way that drives action at board level.
Kindly shared by Osprey Approach
