Surprised when your clients leave? Give them voice and you’ll never be surprised again. “We don’t need a Voice of Client (VoC) Feedback program at our firm. Our project managers talk to our clients all the time.” This was what Bill, the CEO of a mid-sized engineering firm told me about nine months ago. Recently, […]

Your firm invests hours brainstorming and planning ways to improve internal processes and service delivery to clients.  Do you know whether you are setting yourself up for sustainable success or disheartening disappointment? Understanding both your team of employees and your clients is integral to your initiative.  Why?  How your team works together to provide products […]