You may have read my last blog, “11 Reasons CX programs are doomed to fail”, but if not, I highlighted the number of reasons why CX programs are failing across the professional services industry. I decided it may be a clever idea to follow up with this blog as a good place to start next… […]

While traditionally associated with retail, understanding share of wallet is also crucial for maximizing the profitability of professional services firms. Clients have preferences, and your firm should ideally be their go-to choice. However, repeat business and client satisfaction alone don’t tell the whole story. If clients are turning to competitors for a significant (or any) […]

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 […]

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 […]

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 […]

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 […]