“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 […]
Tag: Feedback
How to deliver a B2C experience in a B2B world
We all have brands we love because they deliver on their promise and their promise relieves us of some pain, anxiety, or frustration. In this post, I looked at some brands Client Savvy team members love to see if I can connect the dots between the customer experience (CX) those brands deliver and the world […]
Go beyond the numbers using linguistic analysis
From time to time, Client Savvy selects a client, takes a chunk of their recent data and conducts a linguistic analysis to give them deeper insight into what their clients are saying. We believe that as important as numerical analysis is to understanding client perceptions, linguistic analysis is useful because it focuses on more of […]
Is your firm’s client experience building trust?
What is the emotion you want your clients to feel when they think about working with you? This is the question I asked several clients recently. It’s one of those questions I thought I knew the answer to but also realized I would be looking at the answer through my lens. I needed to hear […]