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 […]
Tag: Grow Revenue
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 […]
How a Great Client Experience Can Drive Revenue Growth, Referrals, and Cross-Selling Opportunities
Hailstorm, roof damage, great CX Yes, you read that right! Believe it or not, by providing an exceptional client or customer experience (CX), your firm can turn an ordinary or undesirable situation into a moment of delight. Revenue growth, referrals, and cross-selling opportunities become low-hanging fruit when it comes to CX focused initiatives. Living in […]
Create an Award-winning Client Experience Culture
My colleague recently took a trip to the mountains of North Carolina for a long weekend with his fiancée. He reserved a cute little cabin in the woods on Airbnb and looked forward to some quiet down-time. After a four-hour drive, they arrived – it was beautiful! The instructions in the Airbnb app said the […]
Increase Revenue with a Doer-Seller Approach
You want (and need) your highly successful project managers to generate sales opportunities for your firm. Your clients love them and the work they do, but there’s one problem. Your strongest DOERS aren’t seller-doers. Nothing against them, they work hard. Nevertheless, many of these PM’s are uncomfortable engaging with clients about upcoming pursuits. When asked […]
Want to Increase Share of Wallet?
Quantify your strengths. Growth is the ultimate test of business vitality. Yet, questions about growth haunt business leaders. What percentage will we grow this year? How much growth do we need? Can we balance revenue growth against margin improvement? Do we want to increase our ability to cross-sell? Can we expand into new markets? Once […]
How to use your blog to expand business growth
A great presetnation by SMPS I recently attended an SMPS Research Triangle event and listened to Danielle Gray share tips and tricks for extracting data from technical professionals. There was plenty of laughter as Danielle described personas for the technical professionals she’s worked with. Including Timmy Too Busy, Kara Don’t Cara, Sampson the Champion, and Neil […]
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.