by Terry Reynolds | Oct 3, 2016 | Client Experience Strategy, Client Success, Feedback to Business Results
As a customer experience professional, I get caught up in the numbers. Customer Effort Scores. C-SAT, NPS, etc. As an organizational leader, my number focus moves to profit, employee engagement, growth, etc. A BASIC OF THE CUSTOMER EXPERIENCE A small note on my...
by Terry Reynolds | Aug 24, 2016 | Client Experience Strategy, Feedback to Business Results
It is all about increasing or decreasing. Increasing revenue and/or decreasing costs. Using a CX strategy to improve sales and/or decrease marketing costs. Leaders must tie CX to business results. Everyone wants to have the best experiences for their clients. Some...
by Terry Reynolds | Aug 16, 2016 | Client Experience Strategy, Client Journey Mapping, Relationship Building
FIND. WIN. KEEP. In the professional services (Architecture, Engineering, Legal, Accounting, etc.) industries our focus remains on FINDING new clients (or new opportunities) and building a pursuit plan for WINNING the work. Although we think performing technically is...
by Terry Reynolds | Jul 8, 2016 | Client Experience Strategy
In my humble opinion, it doesn’t take much leadership courage to carry a flag for improvements to the client/customer experience. Compared to hoisting the improved profitability flag quarter after quarter, the weight of engaging employees on something the employees...
by Sally Orcutt | May 15, 2015 | Relationship Building
It’s not what you do – it is the experience you provide. When was the last time you attended an industry meeting that did NOT highlight the plight of commoditization? Dictionary.com defines the word: “almost total lack of meaningful differentiation...
