by Tom Smith | Feb 1, 2021 | Client Experience Management, Client Experience Strategy, Employee Experience, Feedback and Analytics
NPS Math A lot of professional services firms are using Net Promoter Score (NPS). Even more clients are asking for average NPS or client satisfaction (CSAT) scores when considering new service providers. It’s similar to shopping on Amazon and...
by James Howard | Oct 13, 2020 | Client Journey Mapping, Client Success, Employee Experience, Feedback and Analytics, Growth Strategy, Increase Profitability
I heard a speaker say recently, “There is no reason for any firm to apologize for its need to make a profit.” He was right. Profitability is essential to the health of any business. It is necessary to enable the business to continue to grow and provide jobs for its...
by Heather Hobbs | Sep 13, 2020 | Client Experience Management, Client Experience Strategy, Client Loyalty, Employee Experience, Increase Profitability
Want to increase your organization’s profits? Did you know that the average annual growth rate of experience-driven businesses is 15% higher than companies that do not intentionally create a positive experience for their clients? The keyword here is intentionally....
by Blake Godwin | Apr 22, 2020 | Client Experience Management, Client Experience Strategy, Client Loyalty, Client Success, CX Leadership, Employee Experience
The Client Experience Collaborative Podcast presents its first episode. It features Blake Godwin (Client Savvy), Steven Keith (CX Pilots), and Ryan Suydam (Client Savvy). These three individuals are client experience (CX) innovators and pioneers. They help...
by Blake Godwin | Nov 18, 2019 | Client Experience Management, Client Experience Strategy, Employee Experience, Increase Profitability, Relationship Building
“What do you mean it can create a negative outcome? If I at least try to improve my employees’ experience, will it not at least benefit them and the firm a little bit?” This was the comment from a COO of a 400-person firm I shared in last month’s blog, CX & EX:...
by Blake Godwin | Oct 28, 2019 | Client Experience Management, Client Experience Strategy, Client Success, Employee Experience, Growth Strategy, Increase Profitability, Relationship Building
You’re a believer. In this competitive marketplace, you see the positive ROI numbers firms that have implemented Employee Experience (EX) and Client Experience (CX) as an operational discipline are achieving. And you want the same success trajectory for your firm. So,...
