by Tom Smith | Feb 22, 2021 | Client Experience Management, Client Experience Strategy, Client Loyalty, Client Success, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
There are myriad benefits – here are our top 10. We frequently hear the following question from professionals in A/E/C, accounting, law, and technology companies, “What are some of the benefits we will see from client feedback program?” Here are our top 10: 1....
by Tom Smith | Feb 15, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics
Keep surveys short, simple, nuanced. We frequently hear the following when we first meet with professional services firms, “Our clients don’t have time for surveys.” We also know from experience that your clients are not interested...
by Tom Smith | Feb 8, 2021 | Client Experience Management, Client Experience Strategy, Client Journey Mapping, Relationship Building, Uncategorized
“Why do you think the client said that?” We frequently hear from our professional services clients, “I really like the work I do, if I just didn’t have to deal with the clients!” Doctors, lawyers, accountants, engineers,...
by Tom Smith | Feb 1, 2021 | Client Experience Management, Client Experience Strategy, Employee Experience, Feedback and Analytics
NPS Math A lot of professional services firms are using Net Promoter Score (NPS). Even more clients are asking for average NPS or client satisfaction (CSAT) scores when considering new service providers. It’s similar to shopping on Amazon and...
