by Grant Williams | Aug 23, 2021 | Client Experience Management, Client Experience Strategy
There’s a disconnect between CEOs and Client Feedback. 80% of CEOs believe their businesses have a compelling client experience (CX) journey. Yet, it’s been proven that only 8% of clients agree. This phenomenon is known as the Client Experience Gap. What’s the...
by Tom Smith | Apr 12, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics
The power of client feedback improves relationships, decreases churn rate, and increases revenue. Eighty-five percent of small and mid-size enterprises (SMEs) say client feedback has been beneficial to their business in some way. This is especially true for...
by Tom Smith | Apr 5, 2021 | Client Experience Strategy, Feedback and Analytics
Does your company struggle to define and measure client feedback? It’s not just people or products, but processes. For professional services companies to capture sufficient nuance to understand what’s going on with their client’s expectations, they need to...
by Tom Smith | Mar 29, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Relationship Building
When we talk to professional services firms, we hear fear and concern from client-facing professionals about the feedback process. All too often, many firms are taking client feedback personally. Often afraid to pursue the practice at all due to fears of needing to...
by Tom Smith | Mar 22, 2021 | Client Experience Management, Client Experience Strategy
More and more professional services firms are exploring integrating client experience engagement and data-driven client experience programs into their core business processes. Client Savvy is frequently asked, “who is the best person to send the feedback request to a...
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, and have analyzed their Client Feedback scores....
by Tom Smith | Mar 8, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Relationship Building
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 the feedback and client experience process. And, the Client Feedback Tool is great at...
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
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 the client feedback program?” Here are our top 10 benefits of client feedback for improved CX Programming:...
by Tom Smith | Feb 15, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics
Keep surveys short, simple, nuanced. When it comes to Client Feedback Best Practices, it’s something many firms tend to overthink. Client Savvy frequently hears a common excuse when we first meet with professional services firms, “Our clients don’t...
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?” Having empathy for clients can be challenging, especially in such a fast-paced culture. 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...
