In 2012, Client Savvy’s Client Feedback Tool began to implement the Net Promoter Score (NPS) survey as an option in our client’s General Satisfaction feedback requests. Since then, clients with an average year-over-year NPS of greater than 65 have surpassed the average NPS for professional services firms of 58(according to Forbes). Here is a quick look […]
Author: Ryan Suydam
Creating Value with Real-Time Feedback
“I laughed.” That’s what Forrester CEO, George Colony said he did when he saw the “instant customer feedback buttons’ at Heathrow Airport. It’s not as if a frowny face, a smiley face, and a straight face are exactly sophisticated. In his post, Real-Time Customer Experience he went on to share that he quickly realized he was […]
How to deliver a B2C experience in a B2B world
We all have brands we love because they deliver on their promise and their promise relieves us of some pain, anxiety, or frustration. In this post, I looked at some brands Client Savvy team members love to see if I can connect the dots between the customer experience (CX) those brands deliver and the world […]
To know me is to love you – building client loyalty
I have a few brands I love. Like many people, I fly Southwest any chance I can – even choosing connections and higher ticket prices just to stay in the brand. But we all know these consumer brands and their stories. Southwest, along with Ritz Carlton, Amazon, Chick-Fil-A, and the other darlings of customer experience […]
Empower your team to create great client experiences
We’ve all been there. You’re standing at a concierge desk or a check-out counter or you are on the phone with customer service, and it is like talking to a wall. Some policy or procedure or bureaucratic rule has trumped common sense. A week ago, I was preparing to go on a mini vacation. After […]
Is rapid growth stressing your team?
It doesn’t have to. I recently had dinner with a client while at an industry event. He’s the young leader of a regional office for a larger firm. He shared his story: “Six hundred percent growth in just a couple years. Most of my peers would envy what we’ve done. I’m not sure my staff […]
Go beyond the numbers using linguistic analysis
From time to time, Client Savvy selects a client, takes a chunk of their recent data and conducts a linguistic analysis to give them deeper insight into what their clients are saying. We believe that as important as numerical analysis is to understanding client perceptions, linguistic analysis is useful because it focuses on more of […]
Seven reasons to join our growing CX community
At Client Savvy, one of our core values is to be community makers. Specifically, our goal is to build communities of individuals around the focus of client experience (CX). Why do we do this? To help our clients differentiate their firms, increase growth and profitability, and retain key talent. Our values and goals drive our […]
Is your firm’s client experience building trust?
What is the emotion you want your clients to feel when they think about working with you? This is the question I asked several clients recently. It’s one of those questions I thought I knew the answer to but also realized I would be looking at the answer through my lens. I needed to hear […]
Results or Experience? Which one builds brand loyalty?
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 firm to more accurately identify the potential for inconsistencies and errors in […]