Understanding your clients’ needs, identifying potential risks, and acknowledging where their effort will be required transforms ordinary client engagements into extraordinary partnerships.
Tag: Client Experience
Why Net Promoter Score Alone Falls Short for Measuring Client Experience in AEC Firms
Net Promoter Score (NPS) has gained traction across industries as a go-to metric for gauging client satisfaction and loyalty. This one-question survey—asking clients how likely they are to recommend a firm—provides a snapshot of client sentiment, yet, for Architecture, Engineering, and Construction (AEC) firms, relying solely on NPS can be limiting. While the metric is useful, it lacks the depth needed to cultivate exceptional client experiences and foster loyalty in the complex, relationship-driven AEC industry.
Feedback Quadrant: The Missing Axis of Information for Project Success
If you’re managing a professional services firm, you’ve probably reviewed profitability, revenue, and more—all mapped across an axis of time. But have you considered how your clients perceive the success of your projects?
Exceeding Expectations is the Art of Lesser Brands
Elite brands don’t just exceed expectations; they redefine them, setting standards so high they reshape clients’ perceptions of excellence itself. By continually elevating expectations and delivering flawlessly, these brands establish an undeniable reputation for quality, becoming the benchmark of distinction in their field.
Communicating Value: The Missing Link in Customer Feedback Management Tools
Customer feedback management tools can help project managers communicate the value they deliver to clients more effectively by providing insights into what clients appreciate most.
Crafting Unforgettable Client Experiences: Lessons from the Ballpark
Our most vivid memories often stem from emotional highs and lows, and while we can’t always control a project’s outcome, we can shape the journey. By focusing on creating deep, meaningful moments—whether through exceptional service, personalized touches, or moments of unexpected delight—we leave a lasting imprint.
Enhance Strategic Budget Management with Client Feedback Software
Client feedback software is more than a tool for collecting opinions—it’s a strategic asset for improving budget management. Leveraging these tools to train project managers in budget strategy enables your firm to deliver greater value to clients and stand out from competitors.
Thank You, AI: Exploring the Psychology of Gratitude in Human-Robot Interactions
Why do we thank AI, like ChatGPT? Because when it helps us, we feel a sense of relief or benefit, and expressing thanks fulfills a need to acknowledge that help. This same psychology applies to our clients.
Overestimating Client Expectations: A Costly Mistake
While exceeding expectations may delight clients, consistently delivering more than what’s expected can actually be harmful to profitability.
Outpace the Competition & Avoid Commoditization with a Solid CX Strategy
With clients having access to more options and a stronger voice in the marketplace than ever before, experience, over price and product, has become a key brand differentiator. Firms that want to outpace the competition and avoid commoditization need a robust Client Experience (CX) Strategy.