by Tom Smith | Feb 1, 2021 | Client Experience Management, Client Experience Strategy, Employee Experience, Feedback and Analytics
NPS Math A lot of professional services firms are using Net Promoter Score (NPS). Even more clients are asking for average NPS or client satisfaction (CSAT) scores when considering new service providers. It’s similar to shopping on Amazon and...
by Tom Smith | Jan 25, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Uncategorized
Get feedback early, often, from everyone, interpret, and respond. Over the past 17 years, we have gathered client feedback from more than one million clients of over 500 professional services companies spanning 20 time...
by Tom Smith | Jan 18, 2021 | Client Experience Management, Client Experience Strategy, Growth Strategy, Uncategorized
Integrate client experience management into your digital transformation initiatives to accelerate the benefits and returns of each. Professional services firms are realizing the importance of technology and data to the success of their business. The professional...
by Tom Smith | Jan 11, 2021 | Client Experience Management, Client Experience Strategy, Client Success, CX Leadership, Feedback and Analytics
Each tier has a unique set of benefits, and the more tiers you use, the more insights you get. You are a professional services leader who knows a feedback program is important for your firm, but you’re not sure what the best strategy is to create the best outcomes. Or...
by Tom Smith | Jan 4, 2021 | Client Experience Management, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
A dream come true for professional services firms and their clients. Are you like most professional services firms where change orders are a pain for you and your clients? Learn how one client used feedback and an intentionally designed experience to eliminate change...
by Tom Smith | Dec 28, 2020 | Client Experience Management, Client Experience Strategy, Client Loyalty, Client Success, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
Connect with your “raving fans” to grow. As the leader of a successful professional services firm, you’re hopefully receiving a lot of positive feedback. How are you leveraging this positive feedback to generate more revenue? A member of our client success team shared...
by Tom Smith | Dec 21, 2020 | Client Experience Management, Client Experience Strategy, Client Success
What were your biggest client experience surprises in 2020? As we wrap up a very unusual year, we reached out to client experience professionals to ask what they have been surprised about with regards to CX over the past 12 months and what they see on the horizon in...
by Tom Smith | Dec 14, 2020 | Client Experience Management, Client Experience Strategy, Client Journey Mapping, Client Loyalty, CX Leadership
We’ve been helping professional services firms develop and implement client experience management programs using data and insights to improve revenue, referrals, and repeat business for 17 years. In this blog post, we’re sharing a list of 50 best practices...
by Tom Smith | Dec 7, 2020 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Relationship Building, Uncategorized
They’re both CX. I recently joined Client Savvy, the leader in providing client experience management solutions and data-driven client feedback to professional services firms to help them drive revenue, referrals, and repeat business. Over the past 20 years, I...
by Elena Bombardier | Nov 30, 2020 | Client Experience Management, Client Experience Strategy, Growth Strategy
Experience drives differentiation and engagement. If you’re a professional services firm, chances are you have a group of top clients you work with. They pay you on time, your mission and values align, and they appreciate what you...
