by Grant Williams | Aug 23, 2021 | Client Experience Management, Client Experience Strategy
There’s a disconnect between CEOs and Client Feedback. 80% of CEOs believe their businesses have a compelling client experience (CX) journey. Yet, it’s been proven that only 8% of clients agree. This phenomenon is known as the Client Experience Gap. What’s the...
by Tom Smith | Apr 12, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics
The power of client feedback improves relationships, decreases churn rate, and increases revenue. Eighty-five percent of small and mid-size enterprises (SMEs) say client feedback has been beneficial to their business in some way. This is especially true for...
by Tom Smith | Apr 5, 2021 | Client Experience Strategy, Feedback and Analytics
Does your company struggle to define and measure client feedback? It’s not just people or products, but processes. For professional services companies to capture sufficient nuance to understand what’s going on with their client’s expectations, they need to...
by Tom Smith | Mar 29, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Relationship Building
When we talk to professional services firms, we hear fear and concern from client-facing professionals about the feedback process. All too often, many firms are taking client feedback personally. Often afraid to pursue the practice at all due to fears of needing to...
by Tom Smith | Mar 22, 2021 | Client Experience Management, Client Experience Strategy
More and more professional services firms are exploring integrating client experience engagement and data-driven client experience programs into their core business processes. Client Savvy is frequently asked, “who is the best person to send the feedback request to a...
by Tom Smith | Mar 15, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
Overdelivering may be hurting your profitability. Consider this interesting and not uncommon scenario we see with many professional services companies after they’ve implemented a customer experience management program, and have analyzed their Client Feedback scores....
