Regarding questions for feedback, what typically happens is a committee of people (principals, marketers, project managers, and anyone else in earshot) sit in a room and brainstorm questions they’d like to ask.  The result is a hodgepodge of overlapping and sometimes un-related questions – usually, a list too long to be practical. Since 2004, Client […]

Developing and sustaining a strong Client Experience (CX) Playbook (and Culture) is an iterative process. It takes time and consistent alignment with your firm’s CX Culture definition and processes. These six rules can help you in the development and implementation of your CX Playbook. Rule #1 – Balance prescription with latitude This rule is both […]