You’ve determined your send list, carefully crafted your questions, launched your survey, and received your customers’ feedback – but now what? While Customer feedback can do many things, understanding the core basics of what to do with the feedback you receive is the first step on the path to CX success. Actively Listen & […]
Tag: Client Insights
Stepping into the Client Experience Gap
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. […]
Increase Profitability Through Strong Client Experience & Employee Experience
Want to increase your organization’s profits? Did you know that the average annual growth rate of experience-driven businesses is 15% higher than companies that do not intentionally create a positive experience for their clients? The keyword here is intentionally. Your clients are already having an experience working with your firm. The only question is, what […]
Where is Your Firm’s Client Experience Focus?
In October’s blog, CX & EX: Vicious or Virtuous Cycle, I discussed the importance of being intentional about your firm’s client experience (CX) and employee experience (EX) efforts. Are you an engineering, architecture, construction, legal, accounting (fill in the blank here) firm? Does your company try to provide a positive CX OR are you a […]
Increase Referrals With a Client Perception Study
“You guys are great. The slowdowns are all on my end.” “You provided us exactly what we needed.” “Mary is great to work with and always responds promptly.” It’s a funny thing about feedback. So many of us associate feedback with hearing what we’ve done wrong or how we missed the mark. When the reality […]
You’re ready to implement Client Experience. Now what?
As a firm leader, you get it. You understand that your clients are already having an “experience” working with your firm. You also know that their experience working with your firm is not always consistent and you and your team are still spending more time than you’d prefer putting out fires. You’ve read the articles […]
Create an Award-winning Client Experience Culture
My colleague recently took a trip to the mountains of North Carolina for a long weekend with his fiancée. He reserved a cute little cabin in the woods on Airbnb and looked forward to some quiet down-time. After a four-hour drive, they arrived – it was beautiful! The instructions in the Airbnb app said the […]
Increase Referrals using Net Promoter Score
Has this ever happened to you? One of your clients says, “I’ll be happy to refer you to my colleague. You and your team have done a terrific job for us.” And then, NOTHING happens. Did they change their mind? Did they forget? It feels awkward to ask them why they haven’t followed through. On […]
Client Experience Transformation
A Culture-Obsessed Quantum Change or a Hologram? Leaders of professional services firms are tasked with implementing Client Experience (CX) programs. Then again, they are often looking for the best way to implement CX without distraction from the day-to-day business operations. In some cases, CX leaders strapped with low levels of executive and employee support, feel […]
Creating Value with Real-Time Feedback
“I laughed.” That’s what Forrester CEO, George Colony said he did when he saw the “instant customer feedback buttons’ at Heathrow Airport. It’s not as if a frowny face, a smiley face, and a straight face are exactly sophisticated. In his post, Real-Time Customer Experience he went on to share that he quickly realized he was […]