In the world of client experience, not all interactions carry the same weight. Certain moments, known as Critical Moments of Truth (CMoT), hold disproportionate influence over a client’s perception of your service. These pivotal points can either elevate the client’s satisfaction or undermine their confidence, potentially prompting them to seek alternatives.
Tag: Client Insights
2025 CX Trends to Watch: Navigating the Future of Client Experience in AEC & Professional Services
In 2025, CX is no longer a nice-to-have—it’s a critical driver of success in professional services. By embracing these trends, AEC and professional services firms can build stronger client relationships, differentiate themselves from competitors, and drive meaningful business outcomes.
Delighting Clients by Anticipating Needs, Risks, and Effort
Understanding your clients’ needs, identifying potential risks, and acknowledging where their effort will be required transforms ordinary client engagements into extraordinary partnerships.
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?
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.
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.
Avoid the Telephone Game: How to Ensure Clear Client Communication
Implementing a voice of customer (VoC) program can help your firm avoid incomplete, indirect, and garbled communication with your clients.
Do Your Service Delivery Initiatives Have a Strong Structure for Success?
Your firm invests hours brainstorming and planning ways to improve internal processes and service delivery to clients. Do you know whether your initiatives set you up for sustainable success or disheartening disappointment? For initiatives to succeed, a stable structure is crucial, and this starts with understanding your team of employees and your clients. To create a […]
Overcoming the Cross-Selling Hurdle
Although cross-selling can be an easy way to increase revenue, lower marketing costs, and extend your firm’s relationships with your clients, getting buy-in from your team members is often challenging. Do any of these statements sound familiar? “We’re leaving revenue on the table.” “Do your clients even know we offer other services?” “The more services […]