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...
by Tom Smith | Mar 8, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Relationship Building
Data-driven client feedback is important. What you do with the data is even more so. Successful professional services firms are adopting and implementing data-driven decision-making to drive more revenue, repeat business, and referrals. Data is a good place to start...
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,...
