Have you or a staff member ever received challenging or critical customer feedback and immediately felt anxious or reacted defensively? It can be difficult to avoid these natural human reactions and take the time to view the feedback more openly and constructively. Framing feedback is key to responding to challenging customer feedback effectively. As easy […]
Tag: Feedback
10 Mistakes Professional Services Firms Make When Hiring a Customer Experience Professional
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… […]
What is Share of Wallet and How Can Your Firm Increase It?
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) […]
Increase Profitability Through Strong Client Experience & Employee Experience
Want to increase your organization’s profits? Did you know that the average annual growth rate of experience-driven businesses is 15% higher than companies that do not intentionally create a positive experience for their clients? The keyword here is intentionally. Your clients are already having an experience working with your firm. The only question is, what […]
Why your Net Promoter Score needs a GPS to drive success
The Net Promoter Score (NPS®) measures the willingness of clients to recommend your firm’s service to their peers. It is typically used as a proxy for gauging your clients’ overall loyalty to your firm and your brand. Many Client Experience (CX) and Voice of the Client (VoC) programs incorporate NPS. The founding principles of NPS […]
Increase Referrals With a Client Perception Study
“You guys are great. The slowdowns are all on my end.” “You provided us exactly what we needed.” “Mary is great to work with and always responds promptly.” It’s a funny thing about feedback. So many of us associate feedback with hearing what we’ve done wrong or how we missed the mark. When the reality […]
You’re ready to implement Client Experience. Now what?
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 prefer putting out fires. You’ve read the articles […]
Increase Referrals using Net Promoter Score
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 haven’t followed through. On […]
Increase Client Referrals using Client Feedback Tool and Net Promoter Score
In 2012, Client Savvy’s Client Feedback Tool began to implement the Net Promoter Score (NPS) survey as an option in our client’s General Satisfaction feedback requests. Since then, clients with an average year-over-year NPS of greater than 65 have surpassed the average NPS for professional services firms of 58(according to Forbes). Here is a quick look […]
Identify referrals with your Customer Feedback program
Implementing a customer feedback program gives your firm a tool to identify and quantify your raving fans. It also keeps your firm (and your customers’ appreciation for what you are doing for them) top-of-mind.