Anyone who has worked in an office has had the experience of walking into a meeting to discover that management is launching yet another initiative, program, or system to address a need or problem in the organization. Many of us have become accustomed to watching these programs come and go without ever getting immersed in them. We […]
Tag: CX Strategy
The Chick-fil-A® Effect and the Golden Rule
Sound fundamentals drive successful client experience. When one mentions the name Chick-fil-A®, visions of a tasty chicken sandwich and waffle fries come to mind. However, when it comes to marketing and business development, Chick-fil-A becomes synonymous with superior service. They give the customer more than they expect. Corporate Philosophy The company was founded in the […]
An Adieu Haiku
You are leaving me? Who will I call at your firm? I’m lost without you You lost your champion at one of your key clients. Maybe they retired, maybe they went and found a new job, either way, it’s not easy. You’ve spent years working with *THAT* person. You know their kid’s favorite sports, their […]
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 […]
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 […]
Grow revenue with fewer clients? You Bet!
What would you say if I told you it is possible to: Reduce the number of client relationships each of your project managers must manage, Increase individual project profitability and overall revenue growth, Provide your clients with a better experience working with your firm, and Reduce the risk of key talent burnout (or worse) And, […]