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.
Author: Ryan Suydam
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 […]
Optimize Client Feedback
Allowed, encouraged, prescribed, and required feedback help provide voice of the client data to improve client experience.
Eliminate Change Orders
By listening to client feedback, one client learned of their client’s preference for a higher contingency to eliminate change orders.
Client Experience Surprises and Predictions
What were your biggest client experience surprises in 2020? As we wrap up a very unusual year, we reached out to client experience professionals to ask what they have been surprised about with regards to CX over the past 12 months and what they see on the horizon in 2021. Here’s what we learned: 2020 […]
Client Experience (CX) Leader’s 50 best practices
Wondering how to fine tune your client experience program to get more feedback, more engagement, and more insights? We have a few ideas for you.
What’s the Difference Between Customer Experience and Client Experience?
What’s the difference between client experience and customer experience? Similar to the difference between a client and a customer. You typically strive to have long-term relationships with clients while your relationships with customers tend to be more short-term and transactional. Professional services firms have relationships. Retail firms have transactions.
Increase Share of Wallet with Top Clients
Experience drives differentiation and engagement. If you’re a professional services firm, chances are you have a group of top clients you work with. They pay you on time, your mission and values align, and they appreciate what you do. If only you could get more work with them. If only you could have a larger share of their wallet. Even better — get […]
How a Great Client Experience Can Drive Revenue Growth, Referrals, and Cross-Selling Opportunities
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. Revenue growth, referrals, and cross-selling opportunities become low-hanging fruit when it comes to CX focused initiatives. Living in […]