by Blake Godwin | Apr 12, 2018 | Client Success, Increase Profitability
Why don’t clients to tell us exactly what they need? How can we deliver to their expectations without that information? What is all this guess work doing to our bottom line? You may be asking yourself these questions, and if you’re not, you should be. Case Study...
by Kate Lucey | Apr 8, 2018 | Client Experience Strategy, Client Success, Employee Experience
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...
by Kraig Kern | Apr 5, 2018 | Client Experience Strategy, Client Success
When one mentions the name Chick-fil-A®, visions of a tasty chicken sandwich usually come to mind. However, when it comes to marketing and business development, Chick-fil-A® instantly becomes synonymous with superior service and giving the customer more than they...
by Robb Fluet | Apr 3, 2018 | Client Experience Strategy, Client Loyalty, Client Success, Relationship Building
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...
by Sally Orcutt | Mar 27, 2018 | Client Loyalty, Client Success, Relationship Building
“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...
by Heather Denny | Mar 20, 2018 | Client Experience Strategy, Client Loyalty, Relationship Building
You may think, what? I know it sounds crazy, but it’s true. I read an article recently that shared research from Dr. Daniel Kahneman’s “Peak/End” study and supported ensuring that each of your client’s interactions with your team is positive. In the study, Dr....
by Kate Lucey | Mar 19, 2018 | Client Experience Strategy, Client Loyalty, Relationship Building
Most people have a go-to laundry detergent. When they need to replenish their supply, they head to the cleaning aisle, find their brand of choice, and put it into their cart without a second thought. Have you ever asked someone why they use the brand they use?...
by Blake Godwin | Mar 12, 2018 | Client Experience Strategy, Client Loyalty, Relationship Building
The answer is yes. According to Walker Information, 86% of buyers will pay more for a better experience. And, by 2020 Experience will overtake price and product as the key brand differentiator. With clients having more choices and louder voices than ever before,...
by Robb Fluet | Mar 8, 2018 | Client Success
35,000. That’s how many decisions the average adult makes in one day. Some of them will be trivial: choosing to change the channel from the evening news to Jeopardy. Some of them will be critical: choosing to swerve left to avoid the 12-point buck in the middle of the...
by Ryanne Nelson | Mar 6, 2018 | Client Experience Strategy, Client Loyalty, Relationship Building
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...
