Okay, I know what you are thinking or at least must be pondering: “Why are the thought leaders of Customer Experience Management in Professional Services saying our CX program is doomed to fail?” Or perhaps it’s: “Great! I just stared my customer experience management initiative as well as hired a CX professional in my firm […]
Author: Blake Godwin
What is First Contact Resolution and Why is it Important?
Your clients, when facing an issue with a product or service you have provided them with, will seek a quick resolution that minimizes their downtime and creates a streamlined experience for them. You know how it feels when your business technology isn’t working quite right, so it should be easy to put yourself in your […]
Meeting Customer Expectations: 4 Simple Steps You Must Be Sure to Take
Studies show that 87% of marketers believe they create engaging customer experiences. However, research also indicates the following: In the realm of customer experience, there is often a disconnect between the experience business owners believe they are creating and what customers perceive their experience to be. While this disparity may initially appear as an unfortunate […]
What is Employee Experience and Why Should Companies Prioritize It?
You’ve seen the classic cartoon moments when employees stare at the clock, anxiously awaiting for it to strike 5 pm so they can make a run for it. It’s humorous in TV shows, but no company actually wants its employees to feel that way about their work. If you run a business, you probably hope […]
Maximizing Customer Experience Management through Effective Customer Segmentation
Introduction In today’s highly competitive business landscape, delivering exceptional customer experiences has become a strategic necessity for organizations. To achieve this, businesses need to understand their customers on a deeper level and cater to their unique needs and preferences. We at Client Savvy have found one of the most powerful tools in this endeavor is […]
Feedback on Purpose: Create a Client Feedback Strategy to Drive Change and Profits
When a firm considers how to create client strategy through permissive feedback programs, but without a real purpose or a solid plan, other than “finding problems”, it’s lackluster. The result – increased workload for your team, and a minimal chance of anything beneficial being done with the data collected. This leaves both your team and […]
Operations and Client Experience
So you’re a professional services firm providing an inconsistent client experience (CX). The inconsistency is across employees as well as offices. You may also provide an inconsistent employee experience (EX). Wondering how this affects the organization’s bottom line and cross-selling abilities? The most significant factor impacting your clients’ experience and loyalty is not the behavior […]
Client Experience Collaborative Podcast: Embracing Client Experience During Coronavirus
The Client Experience Collaborative Podcast presents its first episode. It features Blake Godwin (Client Savvy), Steven Keith (CX Pilots), and Ryan Suydam (Client Savvy). These three individuals are client experience (CX) innovators and pioneers. They help professional services companies understand and master the science and art of CX. In this episode, we discuss how firms […]
Are you a CMO Superhero? Would you like to be?
As the Chief Marketing Officer (CMO) in your firm, you have the opportunity to influence your clients’ end-to-end relationship with client experience management. Your organization and your team will give you superhero status when you implement a successful, data-driven client experience management initiative. I’m just scratching the surface of the benefits to your marketing team […]
Where is Your Firm’s Client Experience Focus?
In October’s blog, CX & EX: Vicious or Virtuous Cycle, I discussed the importance of being intentional about your firm’s client experience (CX) and employee experience (EX) efforts. Are you an engineering, architecture, construction, legal, accounting (fill in the blank here) firm? Does your company try to provide a positive CX OR are you a […]