by Tom Smith | Apr 12, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Increase Profitability, Relationship Building
Are you an ostrich or an owl? We frequently hear the following from professional services companies: “Asking for feedback can seem scary.” “What if I’m not as good as I think I am?” “What if someone doesn’t like me?” We respond by asking, “Would you rather not know...
by Tom Smith | Apr 5, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Growth Strategy, Increase Profitability
Not people, not products — process. Does your company struggle to define and measure quality? For professional services companies to capture sufficient nuance to understand what’s going on with their client’s expectations, they need to measure the right...
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. Below is the answer scale we use for our Client...
by Tom Smith | Feb 22, 2021 | Client Experience Management, Client Experience Strategy, Client Loyalty, Client Success, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
There are myriad benefits – here are our top 10. We frequently hear the following question from professionals in A/E/C, accounting, law, and technology companies, “What are some of the benefits we will see from client feedback program?” Here are our top 10: 1....
by Tom Smith | Jan 4, 2021 | Client Experience Management, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
A dream come true for professional services firms and their clients. Are you like most professional services firms where change orders are a pain for you and your clients? Learn how one client used feedback and an intentionally designed experience to eliminate change...
by Tom Smith | Dec 28, 2020 | Client Experience Management, Client Experience Strategy, Client Loyalty, Client Success, Feedback and Analytics, Growth Strategy, Increase Profitability, Relationship Building
Connect with your “raving fans” to grow. As the leader of a successful professional services firm, you’re hopefully receiving a lot of positive feedback. How are you leveraging this positive feedback to generate more revenue? A member of our client success team shared...
