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 | Dec 18, 2019 | Client Experience Management, Client Experience Strategy, CX Leadership, Feedback and Analytics, Relationship Building
In October’s blog, CX & EX: Vicious or Virtuous Cycle, I discussed the importance of being intentional about your firm’s CX and EX efforts. Are you an engineering, architecture, construction, legal, accounting (fill in the blank here) that tries to provide a...
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 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...
by Blake Godwin | Jan 7, 2019 | Client Experience Strategy, Feedback and Analytics, Growth Strategy, Relationship Building
Has this ever happened to you? One of your clients says, “I’ll be happy to refer you to my colleague. You and your team have done a terrific job for us.” And then, NOTHING happens. Did they change their mind? Did they forget? It feels awkward to ask them why they...
