by Tom Smith | Mar 1, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Growth Strategy
Data-driven feedback supports credible claims for sales and marketing. When is the last time you read a proposal from your top-three competitors back-to-back? Imagine what a prospective client goes through trying to differentiate your company from...
by Tom Smith | Feb 22, 2021 | Client Experience Management, Client Experience Strategy, Client Loyalty, Client Success, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
There are myriad benefits – here are our top 10. We frequently hear the following question from professionals in A/E/C, accounting, law, and technology companies, “What are some of the benefits we will see from client feedback program?” Here are our top 10: 1....
by Tom Smith | Feb 15, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics
Keep surveys short, simple, nuanced. We frequently hear the following when we first meet with professional services firms, “Our clients don’t have time for surveys.” We also know from experience that your clients are not interested...
by Tom Smith | Feb 8, 2021 | Client Experience Management, Client Experience Strategy, Client Journey Mapping, Relationship Building, Uncategorized
“Why do you think the client said that?” We frequently hear from our professional services clients, “I really like the work I do, if I just didn’t have to deal with the clients!” Doctors, lawyers, accountants, engineers,...
by Tom Smith | Feb 1, 2021 | Client Experience Management, Client Experience Strategy, Employee Experience, Feedback and Analytics
NPS Math A lot of professional services firms are using Net Promoter Score (NPS). Even more clients are asking for average NPS or client satisfaction (CSAT) scores when considering new service providers. It’s similar to shopping on Amazon and...
by Tom Smith | Jan 25, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Uncategorized
Get feedback early, often, from everyone, interpret, and respond. Over the past 17 years, we have gathered client feedback from more than one million clients of over 500 professional services companies spanning 20 time...
by Tom Smith | Jan 18, 2021 | Client Experience Management, Client Experience Strategy, Growth Strategy, Uncategorized
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...
by Tom Smith | Jan 11, 2021 | Client Experience Management, Client Experience Strategy, Client Success, CX Leadership, Feedback and Analytics
Each tier has a unique set of benefits, and the more tiers you use, the more insights you get. You are a professional services leader who knows a feedback program is important for your firm, but you’re not sure what the best strategy is to create the best outcomes. Or...
by Tom Smith | Jan 4, 2021 | Client Experience Management, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
A dream come true for professional services firms and their clients. Are you like most professional services firms where change orders are a pain for you and your clients? Learn how one client used feedback and an intentionally designed experience to eliminate change...
by Tom Smith | Dec 28, 2020 | Client Experience Management, Client Experience Strategy, Client Loyalty, Client Success, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
Connect with your “raving fans” to grow. As the leader of a successful professional services firm, you’re hopefully receiving a lot of positive feedback. How are you leveraging this positive feedback to generate more revenue? A member of our client success team shared...
