Understanding your clients’ needs, identifying potential risks, and acknowledging where their effort will be required transforms ordinary client engagements into extraordinary partnerships.
Tag: Voice of Client
Why Net Promoter Score Alone Falls Short for Measuring Client Experience in AEC Firms
Net Promoter Score (NPS) has gained traction across industries as a go-to metric for gauging client satisfaction and loyalty. This one-question survey—asking clients how likely they are to recommend a firm—provides a snapshot of client sentiment, yet, for Architecture, Engineering, and Construction (AEC) firms, relying solely on NPS can be limiting. While the metric is useful, it lacks the depth needed to cultivate exceptional client experiences and foster loyalty in the complex, relationship-driven AEC industry.
Feedback Quadrant: The Missing Axis of Information for Project Success
If you’re managing a professional services firm, you’ve probably reviewed profitability, revenue, and more—all mapped across an axis of time. But have you considered how your clients perceive the success of your projects?
Exceeding Expectations is the Art of Lesser Brands
Elite brands don’t just exceed expectations; they redefine them, setting standards so high they reshape clients’ perceptions of excellence itself. By continually elevating expectations and delivering flawlessly, these brands establish an undeniable reputation for quality, becoming the benchmark of distinction in their field.
Communicating Value: The Missing Link in Customer Feedback Management Tools
Customer feedback management tools can help project managers communicate the value they deliver to clients more effectively by providing insights into what clients appreciate most.
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.
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 […]