Launching a new initiative can be daunting, especially with past failures fueling skepticism. The solution? Empathy. Start small, listen to your team, and involve them to turn resistance into buy-in.
Tag: Voice of Client
The Power of Great Questions to Enhance Client Feedback
The foundation of useful client feedback lies in asking the right questions. By mastering the art of asking great questions, you can transform feedback collection into a powerful tool for success.
Enhancing Client Experience Through a Formalized Flexibility Framework
Flexibility is a critical aspect of delivering exceptional client experiences, particularly in dynamic industries where project scope, timelines, and budgets can frequently shift. A formalized flexibility framework transforms adaptability from an informal, inconsistent trait into a structured, reliable strength that consistently enhances client satisfaction and trust.
Managing Strong Client Emotions & Challenging Feedback
Dealing with strong client emotions or challenging feedback can feel overwhelming, but these moments also present an opportunity to build trust and deepen client relationships.
Identifying and Managing Critical Moments of Truth
In the world of client experience, not all interactions carry the same weight. Certain moments, known as Critical Moments of Truth (CMoT), hold disproportionate influence over a client’s perception of your service. These pivotal points can either elevate the client’s satisfaction or undermine their confidence, potentially prompting them to seek alternatives.
2025 CX Trends to Watch: Navigating the Future of Client Experience in AEC & Professional Services
In 2025, CX is no longer a nice-to-have—it’s a critical driver of success in professional services. By embracing these trends, AEC and professional services firms can build stronger client relationships, differentiate themselves from competitors, and drive meaningful business outcomes.
Delighting Clients by Anticipating Needs, Risks, and Effort
Understanding your clients’ needs, identifying potential risks, and acknowledging where their effort will be required transforms ordinary client engagements into extraordinary partnerships.
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.