by Robb Fluet | Oct 27, 2020 | Client Experience Management, Client Experience Strategy, Client Journey Mapping, Client Loyalty, Growth Strategy
Hailstorm, roof damage, great CX Yes, you read that right! Believe it or not, by providing an exceptional client or customer experience (CX), your firm can turn an ordinary or undesirable situation into a moment of delight. Living in Raleigh, we’re used to hurricanes...
by Robb Fluet | May 16, 2018 | Client Experience Strategy, Client Success, Increase Profitability
People don’t want to buy a quarter-inch drill, they want a quarter-inch hole. – Theodore Levitt A client shared their challenge with identifying clients that would be willing to take advantage of a new technology they had adopted. This technology would allow the...
by Robb Fluet | Apr 3, 2018 | Client Experience Strategy, Client Loyalty, Client Success, Relationship Building
You are leaving me? Who will I call at your firm? I’m lost without you You lost your champion at one of your key clients. Maybe they retired, maybe they went and found a new job, either way, it’s not easy. You’ve spent years working with *THAT* person. You know their...
by Robb Fluet | Mar 8, 2018 | Client Success
35,000. That’s how many decisions the average adult makes in one day. Some of them will be trivial: choosing to change the channel from the evening news to Jeopardy. Some of them will be critical: choosing to swerve left to avoid the 12-point buck in the middle of the...
by Robb Fluet | Feb 15, 2018 | Client Loyalty, Client Success, Relationship Building
What would you say if I told you it is possible to: Reduce the number of client relationships each of your project managers must manage, Increase individual project profitability and overall revenue growth, Provide your clients with a better experience working with...
