When considering what truly epitomizes poor client service, one mistake stands out above all others: focusing on your project rather than the client’s outcome.
Tag: Professional Services
The Pitfalls of Using Incentives for Client Surveys
While offering incentives may seem like an effective strategy for increasing response rates, it can actually undermine the quality and integrity of the feedback received.
Outpace the Competition & Avoid Commoditization with a Solid CX Strategy
With clients having access to more options and a stronger voice in the marketplace than ever before, experience, over price and product, has become a key brand differentiator. Firms that want to outpace the competition and avoid commoditization need a robust Client Experience (CX) Strategy.
Avoid the Telephone Game: How to Ensure Clear Client Communication
Implementing a voice of customer (VoC) program can help your firm avoid incomplete, indirect, and garbled communication with your clients.
Overcoming User Pause: Unlocking the Full Potential of Your CX Strategy
When overwhelmed by too many choices, decision-making can stall, resulting in “User Pause.” This affected a client’s feedback program, causing paralysis and missed opportunities. Streamlining options helped them re-energize their team and enhance their client experience strategy.
Using Electronic Listening & Feedback Software to Navigate & Improve Remote Work Models
By adding feedback software to their technology framework, professional services firms can establish strong electronic listening in their remote work environment.
Overcoming the Biggest Roadblocks to CX Adoption
With a clear business case, broad stakeholder support, and a strategic approach to implementation, firms can unlock the full potential of CX and achieve long-term success.
Do Your Service Delivery Initiatives Have a Strong Structure for Success?
Your firm invests hours brainstorming and planning ways to improve internal processes and service delivery to clients. Do you know whether your initiatives set you up for sustainable success or disheartening disappointment? For initiatives to succeed, a stable structure is crucial, and this starts with understanding your team of employees and your clients. To create a […]
Overcoming the Cross-Selling Hurdle
Although cross-selling can be an easy way to increase revenue, lower marketing costs, and extend your firm’s relationships with your clients, getting buy-in from your team members is often challenging. Do any of these statements sound familiar? “We’re leaving revenue on the table.” “Do your clients even know we offer other services?” “The more services […]
7 Words for Framing Client Feedback: Interesting – I Wonder Why They Said That
Have you or a staff member ever received challenging or critical customer feedback and immediately felt anxious or reacted defensively? It can be difficult to avoid these natural human reactions and take the time to view the feedback more openly and constructively. Framing feedback is key to responding to challenging customer feedback effectively. As easy […]