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 […]
Tag: Differentiation
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 […]
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, […]
Selling a Client Experience Strategy to Your Boss
Avoid Commoditization – Tell A Story
It’s not what you do – it is the experience you provide. When was the last time you attended an industry meeting that did NOT highlight the plight of commoditization? Dictionary.com defines the word: “almost total lack of meaningful differentiation in the goods (or services) provided“. So how do you avoid commoditization and differentiate your […]