There’s a disconnect between CEOs and Client Feedback. 80% of CEOs believe their businesses have a compelling client experience (CX) journey. Yet, it’s been proven that only 8% of clients agree. This phenomenon is known as the Client Experience Gap. What’s the cause of the divide? Where did the disconnect begin? I blame the internet. […]
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.
Allowed, encouraged, prescribed, and required feedback help provide voice of the client data to improve client experience.
What’s the difference between client experience and customer experience? Similar to the difference between a client and a customer. You typically strive to have long-term relationships with clients while your relationships with customers tend to be more short-term and transactional. Professional services firms have relationships. Retail firms have transactions.