Discover why empowering frontline staff to request direct client feedback leads to higher response rates, deeper insights, and stronger relationships. Build trust, boost morale, and drive real improvement.
Tag: CX Strategy
Building a Customer Success Team to Boost Client Satisfaction and Loyalty
Learn the keys to building a strategic, scalable Customer Success team that can boost client satisfaction, strengthen loyalty, and create lasting positive client experiences.
Why NPS Alone Can’t Predict Individual Client Sentiment
Discover why Net Promoter Score (NPS), while useful for measuring group sentiment, falls short in predicting individual client behavior—and how balancing it with a more nuanced approach like Client Savvy’s 7-point CXI® scale can transform your client experience strategy.
Ghosted by a Survey: What to Do When Clients Don’t Hit Submit
Discover how to thoughtfully respond when a client begins a survey, shares feedback, and then abandons it. Learn proven strategies to build trust, foster meaningful conversations, and turn partial insights into opportunities for stronger client relationships
The CX Advantage: 24 Problems, One Powerful Solution
Solve 24 common business challenges with a strong Client Experience (CX) strategy—boost loyalty, improve efficiency, and drive growth across your professional services firm.
Five Truths about CX Every HR Professional Needs to Know
Discover the five powerful ways Employee Experience (EX) drives Client Experience (CX), retention, innovation, and profits. A must-read for HR leaders ready to unlock growth.
Why “Met Expectations” and a 10 NPS Is the Gold Standard for Client Feedback
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.
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.