by Robb Fluet | Oct 27, 2020 | Client Experience Management, Client Experience Strategy, Client Journey Mapping, Client Loyalty, Growth Strategy
It started with a hailstorm and roof damage….and ended with a great experience. Yes, you read that right! Believe it or not, by providing an exceptional client or customer experience, your firm can turn an ordinary or undesirable situation into a moment of...
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...
