In this digital age where technology enhancements and AI implementation are on the rise, customer feedback, now more than ever, is an invaluable resource for businesses aiming to improve their products, services, and overall customer experience. However, the overuse of surveys can lead to a phenomenon known as “survey fatigue,” where respondents become tired of […]

You’ve determined your send list, carefully crafted your questions, launched your survey, and received your customers’ feedback – but now what? While Customer feedback can do many things, understanding the core basics of what to do with the feedback you receive is the first step on the path to CX success.    Actively Listen & […]

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 […]

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. […]

As the Chief Marketing Officer (CMO) in your firm, you have the opportunity to influence your clients’ end-to-end relationship with client experience management. Your organization and your team will give you superhero status when you implement a successful, data-driven client experience management initiative. I’m just scratching the surface of the benefits to your marketing team […]

In October’s blog, CX & EX: Vicious or Virtuous Cycle, I discussed the importance of being intentional about your firm’s client experience (CX) and employee experience (EX) efforts. Are you an engineering, architecture, construction, legal, accounting (fill in the blank here) firm? Does your company try to provide a positive CX OR are you a […]