The Net Promoter Score (NPS®) measures the willingness of clients to recommend your firm’s service to their peers. It is typically used as a proxy for gauging your clients’ overall loyalty to your firm and your brand. Many Client Experience (CX) and Voice of the Client (VoC) programs incorporate NPS. The founding principles of NPS […]
Tag: Client Perception
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 […]
Increase Client Referrals using Client Feedback Tool and Net Promoter Score
In 2012, Client Savvy’s Client Feedback Tool began to implement the Net Promoter Score (NPS) survey as an option in our client’s General Satisfaction feedback requests. Since then, clients with an average year-over-year NPS of greater than 65 have surpassed the average NPS for professional services firms of 58(according to Forbes). Here is a quick look […]
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 […]
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 […]