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 […]
Author: Blake Godwin
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 […]
Three Steps to Retain High-Performing Talent
“What do you mean it can create a negative outcome? If I at least try to improve my employees’ experience, will it not at least benefit them and the firm a little bit?” This was the comment from a COO of a 400-person firm I shared in last month’s blog, CX & EX: Vicious or […]
Client Experience & Employee Experience: Vicious or Virtuous Cycle?
You’re a believer. In this competitive marketplace, you see the positive ROI numbers firms that have implemented Employee Experience (EX) and Client Experience (CX) as an operational discipline are achieving. And you want the same success trajectory for your firm. So, you do your homework, and your firm embarks on a new CX initiative with […]
Increase Referrals With a Client Perception Study
“You guys are great. The slowdowns are all on my end.” “You provided us exactly what we needed.” “Mary is great to work with and always responds promptly.” It’s a funny thing about feedback. So many of us associate feedback with hearing what we’ve done wrong or how we missed the mark. When the reality […]
You’re ready to implement Client Experience. Now what?
As a firm leader, you get it. You understand that your clients are already having an “experience” working with your firm. You also know that their experience working with your firm is not always consistent and you and your team are still spending more time than you’d prefer putting out fires. You’ve read the articles […]
Create an Award-winning Client Experience Culture
My colleague recently took a trip to the mountains of North Carolina for a long weekend with his fiancée. He reserved a cute little cabin in the woods on Airbnb and looked forward to some quiet down-time. After a four-hour drive, they arrived – it was beautiful! The instructions in the Airbnb app said the […]