Discover why achieving a “Met Expectations” CXI score alongside a 10 NPS is the gold standard in client feedback. Learn how these metrics work together to signal client satisfaction and loyalty.
Tag: Client Listening
Why Every Firm Needs a Client Experience (CX) Program Charter
Discover why every firm needs a Client Experience (CX) Program Charter. Learn how this executive-backed document drives alignment, empowers teams, and transforms client relationships.
Electronic Feedback Doesn’t Replace Talking to Clients, It Starts the Right Conversations
Electronic feedback in AEC and professional services enhances client conversations by providing structured insights, not replacing personal interactions. When used thoughtfully, it strengthens relationships by making communication more intentional and informed.
Why You Shouldn’t Require Comments for Low Scores in Client Surveys
Requiring comments for low scores in client surveys can lead to inflated results and hinder honest feedback. Discover why optional comments preserve authenticity, foster trust, and encourage meaningful follow-up conversations.
Hosting Impactful Client Panels
Discover how to host effective client panels that foster trust, reveal valuable insights, and drive meaningful improvements for your business—all within a single, engaging session.
Creating A-Teams That Win More Business
Struggling to meet client expectations with limited A-team talent? Learn how to position your team as top-tier and develop high-performing professionals using client feedback. Boost trust, win more business, and future-proof your workforce.
Stop Wasting Wins: Why Elevating Expectations Beats Exceeding Them
Stop “exceeding expectations” and start elevating them. Learn why setting clear, high-value expectations upfront wins more work, builds trust, and drives long-term success in professional services.
Developing Empathy and Client Focus in Professional Services
Empathy and client focus are essential in professional services, yet many professionals struggle with effective follow-up. Learn how firms can transform weak responses into meaningful engagement, fostering stronger relationships, trust, and business growth.
How to Integrate Electronic Feedback into Your Client Interview Program
Enhance your Voice of Customer (VoC) program by integrating electronic feedback into your client interviews. Learn how to use surveys to prioritize conversations, prepare with data-driven insights, and track progress—making client interactions more efficient, strategic, and impactful.
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.