by Tom Smith | Apr 12, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Increase Profitability, Relationship Building
Are you an ostrich or an owl? We frequently hear the following from professional services companies: “Asking for feedback can seem scary.” “What if I’m not as good as I think I am?” “What if someone doesn’t like me?” We respond by asking, “Would you rather not know...
by Tom Smith | Apr 5, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Growth Strategy, Increase Profitability
Not people, not products — process. Does your company struggle to define and measure quality? 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...
by Tom Smith | Mar 29, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Relationship Building
Feedback Is about your client, not you! When we talk to professional services firms, we hear fear and concern from client-facing professionals about the feedback process. They’re afraid their clients may not think as highly of them as they think they do. These fears...
by Tom Smith | Mar 22, 2021 | Client Experience Management, Client Experience Strategy, Client Success, CX Leadership, Feedback and Analytics, Relationship Building
People share their thoughts and suggestions more freely with those they know and like. More and more professional services firms are exploring integrating client experience management and data-driven client feedback into their core business processes. We are...
by Tom Smith | Mar 15, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
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. Below is the answer scale we use for our Client...
