by Elena Bombardier | Sep 29, 2020 | Client Experience Management, Client Experience Strategy, Client Loyalty, Client Success, CX Leadership, Feedback and Analytics, Growth Strategy
Imagine this – you and I are working on a multi-million dollar, long term project of yours. About halfway through the project I ask you for some feedback, and then store it away in a file somewhere until my team and I have a chance to review it. Over the next...
by Heather Hobbs | Sep 13, 2020 | Client Experience Management, Client Experience Strategy, Client Loyalty, Employee Experience, Increase Profitability
Want to increase your organization’s profits? Did you know that the average annual growth rate of experience-driven businesses is 15% higher than companies that do not intentionally create a positive experience for their clients? The key word here...
by Blake Godwin | Jul 10, 2020 | Client Experience Management, Client Experience Strategy, Client Loyalty, CX Leadership, Feedback and Analytics, Growth Strategy
So you’re a professional services firm that has inconsistency from employee to employee from office to office as it pertains to Client Experience (CX). You may also have that within the employee experience as well. You are wondering how that affects the...
by Blake Godwin | Apr 22, 2020 | Client Experience Management, Client Experience Strategy, Client Loyalty, Client Success, CX Leadership, Employee Experience
The Client Experience Collaborative Podcast presents its first episode featuring Blake Godwin (Client Savvy), Steven Keith (CX Pilots), and Ryan Suydam (Client Savvy). These three individuals are client experience innovators and pioneers in helping professional...
by Blake Godwin | Feb 6, 2020 | Client Experience Management, Feedback and Analytics, Increase Profitability, Relationship Building
As the Chief Marketing Officer (CMO) in your firm, have you seized the opportunity to influence your clients’ end-to-end relationship with your firm? I hope the answer is a resounding YES because your organization and your team will give you superhero status if you...
by Blake Godwin | Dec 18, 2019 | Client Experience Management, Client Experience Strategy, CX Leadership, Feedback and Analytics, Relationship Building
In October’s blog, CX & EX: Vicious or Virtuous Cycle, I discussed the importance of being intentional about your firm’s CX and EX efforts. Are you an engineering, architecture, construction, legal, accounting (fill in the blank here) that tries to provide a...
by Blake Godwin | Nov 18, 2019 | Client Experience Management, Client Experience Strategy, Employee Experience, Increase Profitability, Relationship Building
“What do you mean it can create a negative outcome? If I at least try to improve my employees’ experience, will it not at least benefit them and the firm a little bit?” This was the comment I shared from a COO of a 400-person firm in last month’s blog, CX & EX:...
by Blake Godwin | Oct 28, 2019 | Client Experience Management, Client Experience Strategy, Client Success, Employee Experience, Growth Strategy, Increase Profitability, Relationship Building
You’re a believer. In this competitive marketplace, you see the positive ROI numbers firms that have implemented Employee Experience (EX) and Client Experience (CX) as an operational discipline are achieving. And you want the same success trajectory for your firm. So,...
by Ryan Suydam | Aug 6, 2019 | Client Loyalty, Feedback and Analytics, Increase Profitability
The Net Promoter Score (NPS®) measures the willingness of clients to recommend your firm’s service to their peers. It is typically used as a proxy for gauging your clients’ overall loyalty to your firm and your brand. Many Client Experience (CX) and Voice of the...
by Blake Godwin | May 30, 2019 | Client Experience Management, Client Experience Strategy, Client Loyalty, Feedback and Analytics, Growth Strategy
“You guys are great. The slowdowns are all on my end.” “You provided us exactly what we needed.” “Mary is great to work with and always responds promptly.” It’s a funny thing about feedback. So many of us associate feedback with...
