“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 […]
Tag: Client Perception
Client Experience is like a colonoscopy?
You may think, what? I know it sounds crazy, but it’s true. I read an article recently that shared research from Dr. Daniel Kahneman’s “Peak/End” study and supported ensuring that each of your client’s interactions with your team is positive. In the study, Dr. Kahneman compared two groups of patients. The first group received a […]
Winning work based on relationships, not price
Most people have a go-to laundry detergent. When they need to replenish their supply, they head to the cleaning aisle, find their brand of choice, and put it into their cart without a second thought. Have you ever asked someone why they use the brand they use? Sometimes the answer is “it’s cheapest,” but most […]
Client Experience Strategy. Does your firm need one?
The answer is yes. According to Walker Information, 86% of buyers will pay more for a better experience. And, by 2020 Experience will overtake price and product as the key brand differentiator. With clients having more choices and louder voices than ever before, firms that want to outpace the competition and avoid commoditization need a […]
Is User Pause impacting your CX strategy?
35,000. That’s how many decisions the average adult makes in one day. Some of them will be trivial: choosing to change the channel from the evening news to Jeopardy. Some of them will be critical: choosing to swerve left to avoid the 12-point buck in the middle of the road. At some point, however, we […]
How do your service delivery initiatives ‘stack up’?
Your firm invests hours brainstorming and planning ways to improve internal processes and service delivery to clients. Do you know whether you are setting yourself up for sustainable success or disheartening disappointment? Understanding both your team of employees and your clients is integral to your initiative. Why? How your team works together to provide products […]
Getting Started with Client Empathy Mapping
Empathy. That’s a tough word. It might even be frightening. Don’t worry. We’ll get through this together. Client Empathy Mapping (CEM) is a fairly simple exercise that will transform your firm’s way of thinking about how you engage with your clients. It will create awareness, build value and allow you to design a framework and […]
Keeping Clients: Part of the Growth Equation
FIND. WIN. KEEP. In the professional services (Architecture, Engineering, Legal, Accounting, etc.) industries our focus remains on FINDING new clients (or new opportunities) and building a pursuit plan for WINNING the work. Although we think performing technically is all that is needed to delight and KEEP our clients, most clients will say that is a threshold. Keeping clients now requires a deeper […]