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 cause of the divide? Where did the disconnect begin? I blame the internet. […]
Tag: Client Feedback
Five Keys to Successful Client Feedback
The keys to successful client feedback are to: 1) get feedback early, 2) get feedback often, 3) get feedback from the right people, 4) listen, and, 5) follow-up.
Optimize Client Feedback
Allowed, encouraged, prescribed, and required feedback help provide voice of the client data to improve client experience.
What’s the Difference Between Customer Experience and Client Experience?
What’s the difference between client experience and customer experience? Similar to the difference between a client and a customer. You typically strive to have long-term relationships with clients while your relationships with customers tend to be more short-term and transactional. Professional services firms have relationships. Retail firms have transactions.