by Blake Godwin | Feb 6, 2020 | Client Experience Management, Feedback and Analytics, Increase Profitability, Relationship Building
As the Chief Marketing Officer (CMO) in your firm, have you seized the opportunity to influence your clients’ end-to-end relationship with your firm? I hope the answer is a resounding YES because your organization and your team will give you superhero status if you...
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 I shared from a COO of a 400-person firm 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,...
by Heather Hobbs | Sep 13, 2019 | 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 key word here is intentionally....
by Ryan Suydam | Aug 6, 2019 | Client Loyalty, Feedback and Analytics, Increase Profitability
The Net Promoter Score (NPS®) measures the willingness of clients to recommend your firm’s service to their peers. It is typically used as a proxy for gauging your clients’ overall loyalty to your firm and your brand. Many Client Experience (CX) and Voice of the...
by Blake Godwin | Apr 16, 2019 | Client Experience Management, Client Experience Strategy, Employee Experience, Increase Profitability, Relationship Building
As a firm leader, you get it. You understand that your clients are already having an ‘experience’ working with your firm. You also know that their experience working with your firm is not always consistent and you and your team are still spending more time than you’d...
