Why don’t clients to tell us exactly what they need? How can we deliver to their expectations without that information? What is all this guess work doing to our bottom line? You may be asking yourself these questions, and if you’re not, you should be. Case Study Recently, a 400-person construction firm sent a baseline […]
Tag: Client Experience
The Chick-fil-A® Effect and the Golden Rule
Sound fundamentals drive successful client experience. When one mentions the name Chick-fil-A®, visions of a tasty chicken sandwich and waffle fries come to mind. However, when it comes to marketing and business development, Chick-fil-A becomes synonymous with superior service. They give the customer more than they expect. Corporate Philosophy The company was founded in the […]
An Adieu Haiku
You are leaving me? Who will I call at your firm? I’m lost without you You lost your champion at one of your key clients. Maybe they retired, maybe they went and found a new job, either way, it’s not easy. You’ve spent years working with *THAT* person. You know their kid’s favorite sports, their […]
Client Experience is like a colonoscopy?
You may think, what? I know it sounds crazy, but it’s true. I read an article recently that shared research from Dr. Daniel Kahneman’s “Peak/End” study and supported ensuring that each of your client’s interactions with your team is positive. In the study, Dr. Kahneman compared two groups of patients. The first group received a […]
Winning work based on relationships, not price
Most people have a go-to laundry detergent. When they need to replenish their supply, they head to the cleaning aisle, find their brand of choice, and put it into their cart without a second thought. Have you ever asked someone why they use the brand they use? Sometimes the answer is “it’s cheapest,” but most […]
Client Experience Strategy. Does your firm need one?
The answer is yes. According to Walker Information, 86% of buyers will pay more for a better experience. And, by 2020 Experience will overtake price and product as the key brand differentiator. With clients having more choices and louder voices than ever before, firms that want to outpace the competition and avoid commoditization need a […]
How do your service delivery initiatives ‘stack up’?
Your firm invests hours brainstorming and planning ways to improve internal processes and service delivery to clients. Do you know whether you are setting yourself up for sustainable success or disheartening disappointment? Understanding both your team of employees and your clients is integral to your initiative. Why? How your team works together to provide products […]
Getting Started with Client Empathy Mapping
Empathy. That’s a tough word. It might even be frightening. Don’t worry. We’ll get through this together. Client Empathy Mapping (CEM) is a fairly simple exercise that will transform your firm’s way of thinking about how you engage with your clients. It will create awareness, build value and allow you to design a framework and […]
Client Experience Flag Planters Needed
In my humble opinion, it doesn’t take much leadership courage to carry a flag for improvements to the client/customer experience. Compared to hoisting the improved profitability flag quarter after quarter, the weight of engaging employees on something the employees have an emotional attachment to has to be a more fulfilling and fruitful pursuit. Where are […]