There’s a disconnect between CEOs and Client Feedback. 80% of CEOs believe their businesses have a compelling client experience (CX) journey. Yet, it’s been proven that only 8% of clients agree. This phenomenon is known as the Client Experience Gap. What’s the cause of the divide? Where did the disconnect begin? I blame the internet. […]
The power of client feedback improves relationships, decreases churn rate, and increases revenue. Eighty-five percent of small and mid-size enterprises (SMEs) say client feedback has been beneficial to their business in some way. This is especially true for professional service providers and anyone whose business depends on having clients or benefits from client referrals. Do you want […]
Does your company struggle to define and measure client feedback? It’s not just people or products, but processes. For professional services companies to capture sufficient nuance to understand what’s going on with their client’s expectations, they need to measure the right thing. We know feedback and voice of customer (VOC) is about client perceptions – […]
When we talk to professional services firms, we hear fear and concern from client-facing professionals about the feedback process. All too often, many firms are taking client feedback personally. Often afraid to pursue the practice at all due to fears of needing to change a process, or learning a client doesn’t think too highly of […]
More and more professional services firms are exploring integrating client experience engagement and data-driven client experience programs into their core business processes. Client Savvy is frequently asked, “who is the best person to send the feedback request to a client?” The answer is “The person with the client relationship.” We found an interesting trend within […]
Overdelivering may be hurting your profitability. Consider this interesting and not uncommon scenario we see with many professional services companies after they’ve implemented a customer experience management program, and have analyzed their Client Feedback scores. Below is the answer scale we use for our customer feedback tool. Every question is posed based on this format. […]
Successful professional services firms are adopting and implementing data-driven decision-making to drive more revenue, repeat business, and referrals. Data is a good place to start the feedback and client experience process. And, the customer feedback tool is great at getting feedback and data (here’s a case study). However, the scores you get back from the […]
Here are the top-10 benefits of client feedback as part of a client experience management program.
Client feedback best practices start with keeping surveys short, simple, and nuanced for the respondent.
Practice client empathy by asking, “I wonder why they said that?”