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 […]
Tag: Voice of Client
Voice of Client (VoC) Feedback
Surprised when your clients leave? Give them voice and you’ll never be surprised again. “We don’t need a Voice of Client (VoC) Feedback program at our firm. Our project managers talk to our clients all the time.” This was what Bill, the CEO of a mid-sized engineering firm told me about nine months ago. Recently, […]
Empower your team to create great client experiences
We’ve all been there. You’re standing at a concierge desk or a check-out counter or you are on the phone with customer service, and it is like talking to a wall. Some policy or procedure or bureaucratic rule has trumped common sense. A week ago, I was preparing to go on a mini vacation. After […]
Is rapid growth stressing your team?
It doesn’t have to. I recently had dinner with a client while at an industry event. He’s the young leader of a regional office for a larger firm. He shared his story: “Six hundred percent growth in just a couple years. Most of my peers would envy what we’ve done. I’m not sure my staff […]
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 […]
Activate promoters to increase production
“Our Tier 3 and Tier 4 Services are by far our most profitable efforts. However Only 20% of our existing clients use us for those services.” – Operations […]
Results or Experience? Which one builds brand loyalty?
People don’t want to buy a quarter-inch drill, they want a quarter-inch hole. – Theodore Levitt A client shared their challenge with identifying clients that would be willing to take advantage of a new technology they had adopted. This technology would allow the firm to more accurately identify the potential for inconsistencies and errors in […]
Has your firm’s growth resulted in increased challenges?
“The growth of our firm has created more challenges than it has benefits.” This is a quote from the principal of a 660-person construction firm that has been growing quickly. They went from 300 to 660 employees in just 4 years and have felt the growing pains. Several additional comments from their executive team: “My […]
Feedback Quadrant – The missing axis of information
If you manage a professional services firm you have most likely seen numerous reports, charts, and other data measuring the financial performance of your projects. You have surely seen metrics of profitability, revenue, aged accounts, and more. These are usually mapped across an axis of time (monthly revenue, for example). However, none of these reports […]