by Sally Orcutt | Oct 2, 2018 | Growth Strategy, Increase Profitability, Relationship Building
I attended the SMPS Research Triangle event recently and had the pleasure of hearing Danielle Gray share tips and tricks for extracting data from technical professionals. There was plenty of laughter as Danielle described personas for the technical professionals she’s...
by Ryan Suydam | Sep 20, 2018 | Client Experience Strategy, Feedback and Analytics, Growth Strategy
In 2012, Client Savvy’s Client Feedback Tool began including the Net Promoter Score/Ultimate Question survey methodology as an option for our clients to use in their General Satisfaction feedback requests. Since then, our clients, with an average NPS score...
by Jamie Spreitzer | Sep 13, 2018 | CX Leadership, Growth Strategy, Increase Profitability
Leaders of professional services firms who are tasked with implementing CX programs are often looking for the best way to join the Client Experience movement without too much distraction from the day-to-day operation of their businesses. In some cases, CX leaders...
by Blake Godwin | Aug 28, 2018 | Client Loyalty, Client Success, Growth Strategy
“Our firm is committed to taking the time to understand each customer’s business objectives, both immediate and long-term. We focus on creating value-added, quality solutions based on those objectives through developing and maintaining a partnering mindset on every...
by Brad Porterfield | Aug 13, 2018 | Client Experience Strategy, Client Success, Feedback and Analytics, Relationship Building
“I laughed.” That’s what Forrester CEO, George Colony said he did when he saw the “instant customer feedback buttons’ at Heathrow Airport. It’s not as if a frowny face, a smiley face, and a straight face are exactly sophisticated. In his post, Real-Time Customer...
by Sally Orcutt | Jul 31, 2018 | Client Experience Strategy, Client Success, Feedback and Analytics, Relationship Building
We all have brands we love because they deliver on their promise and their promise relieves us of some pain, anxiety, or frustration. In this post, I looked at some brands Client Savvy team members love to see if I can connect the dots between the customer experience...
by Ryanne Nelson | Jul 17, 2018 | Client Loyalty, Feedback and Analytics, Increase Profitability
Give your clients a voice and you’ll never be surprised again. “We don’t need a Voice of Client (VoC) program at our firm. Our project managers talk to our clients all the time.” This was what Bill, the CEO of a mid-sized engineering firm told me about nine...
by Ryan Suydam | Jul 12, 2018 | Client Experience Strategy, Client Loyalty, Relationship Building
I have a few brands I love. Like many people, I fly Southwest any chance I can – even choosing connections and higher ticket prices just to stay in the brand. But we all know these consumer brands and their stories. Southwest, along with Ritz Carlton, Amazon,...
by Kate Lucey | Jul 5, 2018 | Client Experience Strategy, Employee Experience
We’ve all been there. You’re standing at a concierge desk or a check-out counter or you are on the phone with customer service, and it is like talking to a wall. Some policy or procedure or bureaucratic rule has trumped common sense. A week ago, I was preparing to go...
by James Howard | Jun 26, 2018 | Client Journey Mapping, Client Success, Employee Experience, Feedback and Analytics, Growth Strategy, Increase Profitability
I heard a speaker say recently, “There is no reason for any firm to apologize for its need to make a profit.” He was right. Profitability is essential to the health of any business and necessary to enable the business to continue to grow and provide jobs for its...
