Research, relate, and react to promoters so they become a referral source for more business within their own company and with their connections at other companies.
Tag: Client Experience
“Exceeding Expectations”: Why You’re Wasting Wins With an Empty Promise
We’ve all seen it on countless competitor websites: “We strive to exceed our clients’ expectations!” It’s a seemingly innocuous statement, a badge of honor in many industries. But what if there’s a better approach? What if exceeding expectations, while well-intentioned, actually undermines your value proposition? This article challenges the traditional “exceeding expectations” mantra used throughout […]
3 Steps to Activating Your Firm’s Net Promoters
Research, relate, and react to promoters so they become a referral source for more business within their own company and with their connections at other companies.
Best Practices for Sending Customer Feedback Surveys
In the world of customer feedback surveys, there exists a prevalent misconception that merely soliciting input from customers is enough to drive business growth, enhance customer experience, and align with expectations. While customer feedback is undeniably valuable, this belief oversimplifies the process and ignores the nuanced strategies required to effectively gather and utilize feedback. To […]
The ROI of Implementing a Customer Experience (CX) Strategy
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. Furthermore, it’s necessary to enable a business to continue to grow and provide jobs for its employees as well as service […]
Five Keys to Successful Client Feedback
The keys to successful client feedback are to: 1) get feedback early, 2) get feedback often, 3) get feedback from the right people, 4) listen, and, 5) follow-up.
Digital Transformation and Client Experience
Integrate client experience management into your digital transformation initiatives to accelerate the benefits and returns of each. Professional services firms are realizing the importance of technology and data to the success of their business. The professional services sector is seeing a wide performance gap between those firms that are using technology well, and those that […]
Optimize Client Feedback
Allowed, encouraged, prescribed, and required feedback help provide voice of the client data to improve client experience.
Eliminate Change Orders
By listening to client feedback, one client learned of their client’s preference for a higher contingency to eliminate change orders.
Client Experience Surprises and Predictions
What were your biggest client experience surprises in 2020? As we wrap up a very unusual year, we reached out to client experience professionals to ask what they have been surprised about with regards to CX over the past 12 months and what they see on the horizon in 2021. Here’s what we learned: 2020 […]