“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 […]
Tag: Client Perception
How to deliver a B2C experience in a B2B world
We all have brands we love because they deliver on their promise and their promise relieves us of some pain, anxiety, or frustration. In this post, I looked at some brands Client Savvy team members love to see if I can connect the dots between the customer experience (CX) those brands deliver and the world […]
Voice of Client (VoC) Feedback
Surprised when your clients leave? Give them voice and you’ll never be surprised again. “We don’t need a Voice of Client (VoC) Feedback program at our firm. Our project managers talk to our clients all the time.” This was what Bill, the CEO of a mid-sized engineering firm told me about nine months ago. Recently, […]
Go beyond the numbers using linguistic analysis
From time to time, Client Savvy selects a client, takes a chunk of their recent data and conducts a linguistic analysis to give them deeper insight into what their clients are saying. We believe that as important as numerical analysis is to understanding client perceptions, linguistic analysis is useful because it focuses on more of […]
Seven reasons to join our growing CX community
At Client Savvy, one of our core values is to be community makers. Specifically, our goal is to build communities of individuals around the focus of client experience (CX). Why do we do this? To help our clients differentiate their firms, increase growth and profitability, and retain key talent. Our values and goals drive our […]
Has your firm’s growth resulted in increased challenges?
“The growth of our firm has created more challenges than it has benefits.” This is a quote from the principal of a 660-person construction firm that has been growing quickly. They went from 300 to 660 employees in just 4 years and have felt the growing pains. Several additional comments from their executive team: “My […]
Feedback Quadrant – The missing axis of information
If you manage a professional services firm you have most likely seen numerous reports, charts, and other data measuring the financial performance of your projects. You have surely seen metrics of profitability, revenue, aged accounts, and more. These are usually mapped across an axis of time (monthly revenue, for example). However, none of these reports […]
Overestimating Client Expectations Costs Money
Why don’t clients to tell us exactly what they need? How can we deliver to their expectations without that information? What is all this guess work doing to our bottom line? You may be asking yourself these questions, and if you’re not, you should be. Case Study Recently, a 400-person construction firm sent a baseline […]
An Adieu Haiku
You are leaving me? Who will I call at your firm? I’m lost without you You lost your champion at one of your key clients. Maybe they retired, maybe they went and found a new job, either way, it’s not easy. You’ve spent years working with *THAT* person. You know their kid’s favorite sports, their […]
Overcoming Obstacles to Cross-Selling
“We’re leaving revenue on the table.” “Do your clients even know we offer other services?” “The more services we offer to our clients, the deeper our relationship will be.” Do any of these statements sound familiar? Although cross-selling can be an easy way to increase revenue, lower marketing costs, and extend your firm’s relationships deeper […]