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 […]
Author: Ryan Suydam
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 […]
Feedback Quadrant – The missing axis of information
If you manage a professional services firm you have most likely seen numerous reports, charts, and other data measuring the financial performance of your projects. You have surely seen metrics of profitability, revenue, aged accounts, and more. These are usually mapped across an axis of time (monthly revenue, for example). However, none of these reports […]
Don’t let your clients’ experience be like a game of telephone
Do you remember playing the telephone game as a child? One friend would start with a sentence and the sentence would work its way around the circle. By the time it got to you it was a garbled circus of word entertainment. The point of the game was to illustrate how things are lost in […]
How to get buy-in from your team on a new initiative
Anyone who has worked in an office has had the experience of walking into a meeting to discover that management is launching yet another initiative, program, or system to address a need or problem in the organization. Many of us have become accustomed to watching these programs come and go without ever getting immersed in them. We […]
The Chick-fil-A® Effect and the Golden Rule
Sound fundamentals drive successful client experience. When one mentions the name Chick-fil-A®, visions of a tasty chicken sandwich and waffle fries come to mind. However, when it comes to marketing and business development, Chick-fil-A becomes synonymous with superior service. They give the customer more than they expect. Corporate Philosophy The company was founded in the […]
An Adieu Haiku
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 kid’s favorite sports, their […]
Overcoming Obstacles to Cross-Selling
“We’re leaving revenue on the table.” “Do your clients even know we offer other services?” “The more services we offer to our clients, the deeper our relationship will be.” Do any of these statements sound familiar? Although cross-selling can be an easy way to increase revenue, lower marketing costs, and extend your firm’s relationships deeper […]