There’s a disconnect between CEOs and Client Feedback. 80% of CEOs believe their businesses have a compelling client experience (CX) journey. Yet, it’s been proven that only 8% of clients agree. This phenomenon is known as the Client Experience Gap. What’s the cause of the divide? Where did the disconnect begin? I blame the internet. […]
Tag: CX Strategy
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 […]
Where is Your Firm’s Client Experience Focus?
In October’s blog, CX & EX: Vicious or Virtuous Cycle, I discussed the importance of being intentional about your firm’s client experience (CX) and employee experience (EX) efforts. Are you an engineering, architecture, construction, legal, accounting (fill in the blank here) firm? Does your company try to provide a positive CX OR are you a […]
Three Steps to Retain High-Performing Talent
“What do you mean it can create a negative outcome? If I at least try to improve my employees’ experience, will it not at least benefit them and the firm a little bit?” This was the comment from a COO of a 400-person firm I shared in last month’s blog, CX & EX: Vicious or […]
Client Experience & Employee Experience: Vicious or Virtuous Cycle?
You’re a believer. In this competitive marketplace, you see the positive ROI numbers firms that have implemented Employee Experience (EX) and Client Experience (CX) as an operational discipline are achieving. And you want the same success trajectory for your firm. So, you do your homework, and your firm embarks on a new CX initiative with […]
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 […]
Create an Award-winning Client Experience Culture
My colleague recently took a trip to the mountains of North Carolina for a long weekend with his fiancée. He reserved a cute little cabin in the woods on Airbnb and looked forward to some quiet down-time. After a four-hour drive, they arrived – it was beautiful! The instructions in the Airbnb app said the […]
Client Experience Transformation
A Culture-Obsessed Quantum Change or a Hologram? Leaders of professional services firms are tasked with implementing Client Experience (CX) programs. Then again, they are often looking for the best way to implement CX without distraction from the day-to-day business operations. In some cases, CX leaders strapped with low levels of executive and employee support, feel […]
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 […]
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, […]