by Sally Orcutt | Jul 31, 2018 | Client Experience Strategy, Client Success, Feedback and Analytics, Relationship Building
We all have brands we love because they deliver on their promise and their promise relieves us of some pain, anxiety, or frustration. In this post, I looked at some brands Client Savvy team members love to see if I can connect the dots between the customer experience...
by Ryanne Nelson | Jul 17, 2018 | Client Loyalty, Feedback and Analytics, Increase Profitability
Give your clients a voice and you’ll never be surprised again. “We don’t need a Voice of Client (VoC) program at our firm. Our project managers talk to our clients all the time.” This was what Bill, the CEO of a mid-sized engineering firm told me about nine...
by Ryan Suydam | Jul 12, 2018 | Client Experience Strategy, Client Loyalty, Relationship Building
I have a few brands I love. Like many people, I fly Southwest any chance I can – even choosing connections and higher ticket prices just to stay in the brand. But we all know these consumer brands and their stories. Southwest, along with Ritz Carlton, Amazon,...
by Kate Lucey | Jul 5, 2018 | Client Experience Strategy, Employee Experience
We’ve all been there. You’re standing at a concierge desk or a check-out counter or you are on the phone with customer service, and it is like talking to a wall. Some policy or procedure or bureaucratic rule has trumped common sense. A week ago, I was preparing to go...
