In the world of client experience, not all interactions carry the same weight. Certain moments, known as Critical Moments of Truth (CMoT), hold disproportionate influence over a client’s perception of your service. These pivotal points can either elevate the client’s satisfaction or undermine their confidence, potentially prompting them to seek alternatives.
Tag: Client Relationships
2025 CX Trends to Watch: Navigating the Future of Client Experience in AEC & Professional Services
In 2025, CX is no longer a nice-to-have—it’s a critical driver of success in professional services. By embracing these trends, AEC and professional services firms can build stronger client relationships, differentiate themselves from competitors, and drive meaningful business outcomes.
Delighting Clients by Anticipating Needs, Risks, and Effort
Understanding your clients’ needs, identifying potential risks, and acknowledging where their effort will be required transforms ordinary client engagements into extraordinary partnerships.
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.
Feedback Quadrant: The Missing Axis of Information for Project Success
If you’re managing a professional services firm, you’ve probably reviewed profitability, revenue, and more—all mapped across an axis of time. But have you considered how your clients perceive the success of your projects?
Less = More: Grow Revenue with Fewer Clients
Imagine you could: • Drastically reduce the number of client relationships each project manager must handle, • Skyrocket individual project profitability and overall revenue growth, • Offer clients a superior experience working with your firm, and • Drastically decrease the risk of key talent burnout (or worse) – all without doing a large-scale hiring of […]
10 Practical Ways to Combat Survey Fatigue and Enhance Customer Feedback
In this digital age where technology enhancements and AI implementation are on the rise, customer feedback, now more than ever, is an invaluable resource for businesses aiming to improve their products, services, and overall customer experience. However, the overuse of surveys can lead to a phenomenon known as “survey fatigue,” where respondents become tired of […]
We’ve Collected Customer Feedback, Now What?
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 & […]
Are you a CMO Superhero? Would you like to be?
As the Chief Marketing Officer (CMO) in your firm, you have the opportunity to influence your clients’ end-to-end relationship with client experience management. Your organization and your team will give you superhero status when you implement a successful, data-driven client experience management initiative. I’m just scratching the surface of the benefits to your marketing team […]
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 […]