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 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....
by Tom Smith | Mar 8, 2021 | Client Experience Management, Client Experience Strategy, Feedback and Analytics, Relationship Building
Successful professional services firms are adopting and implementing data-driven decision-making to drive more revenue, repeat business, and referrals. Data is a good place to start the feedback and client experience process. And, the Client Feedback Tool is great at...
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
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 the client feedback program?” Here are our top 10 benefits of client feedback for improved CX Programming:...
by Tom Smith | Feb 8, 2021 | Client Experience Management, Client Experience Strategy, Client Journey Mapping, Relationship Building, Uncategorized
“Why do you think the client said that?” Having empathy for clients can be challenging, especially in such a fast-paced culture. We frequently hear from our professional services clients, “I really like the work I do, if I just didn’t have to deal with the...
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...
