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 – […]
Author: Ryan Suydam
Quit Taking Client Feedback Personally
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 […]
Client Experience Engagement: They want to talk to you
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 […]
Feedback Scores don’t Matter – Margins Do
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. […]
Client Feedback Conversations: It’s not just about scores
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 […]
Client Feedback Best Practices
Client feedback best practices start with keeping surveys short, simple, and nuanced for the respondent.
How To Develop Empathy For Clients
Practice client empathy by asking, “I wonder why they said that?”
Benefits of Net Promoter Score (NPS)
Net promoter score measures likelihood to recommend rather than whether or not client expectations are being met over the course of a project or relationship.
Five Keys to Successful Client Feedback
The keys to successful client feedback are to: 1) get feedback early, 2) get feedback often, 3) get feedback from the right people, 4) listen, and, 5) follow-up.
Digital Transformation and Client Experience
Integrate client experience management into your digital transformation initiatives to accelerate the benefits and returns of each. Professional services firms are realizing the importance of technology and data to the success of their business. The professional services sector is seeing a wide performance gap between those firms that are using technology well, and those that […]