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 […]
Tag: Client Experience
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 […]