B2B Voice Of The Customer Program For Professional Services Firms

Client Experience Strategy For Professional Service Firms

Center your client conversations on information that is critical to project success with Voice of the Client (VoC) tools and insights from Client Savvy.

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VoC Strategy

What Is Voice of the Client (VoC)?

Voice of the client is a part in the client experience process which provides insights into your client’s feedback about their experience working with you. The feedback allows companies to implement “client listening” strategies and provides a portion of the client experience framework for implementing and executing an active, ongoing, project-based electronic feedback process designed to increase the likelihood of a “best project ever” outcome, every time.

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Solving Problems

Give Your Clients A Voice With A Custom VoC Strategy

A Voice of the Customer strategy for your clients allows for routine feedback on the information you need to hear about client needs and perceptions. Including a VoC program as part of your service delivery provides clients the chance to share their personal sentiments regarding their relationship and interactions with your firm, thus helping you to be proactive about collaborative, positive outcomes.

Critical moments of projects to ask for client feedback:

Proposals

Kick-off

Deliverables

Milestones

Invoicing

Closeout

Other “Critical Moments of Truth”

VoC Strategy

Get Actionable Help With Client VoC Software & Tools

Most companies know how to handle positive sentiment, but what about those instances where feedback reveals expectations were missed? Client Savvy has the VoC tools and consulting you need to make your follow-up process easy and sustainable:

Alerts

Set up alerts on your system to trigger alerts to the right person, at the right time, to ensure prompt and reliable follow-up.

Tracking

To assure respondents’ issues are actually resolved, our tracking tools flag which responses need follow-up, which have follow-up, and what action items or improvement plans have been developed.

Reporting

As part of your drive for accountability, you or your leadership team may need reports of common issues, or of outstanding problems left unresolved. Our VoC reports help solve these issues before they become problematic.

Alerts

Set up alerts on your system to trigger alerts to the right person, at the right time, to ensure prompt and reliable follow-up.

Tracking

To assure respondents’ issues are actually resolved, our tracking tools flag which responses need follow-up, which have follow-up, and what action items or improvement plans have been developed.

Reporting

As part of your drive for accountability, you or your leadership team may need reports of common issues, or of outstanding problems left unresolved. Our VoC reports help solve these issues before they become problematic.

VoC Satisfaction

Voice Of The Customer Solutions

Ensure Satisfaction & Loyalty

Including a VoC strategy in your service delivery will prove to be integral to the success of your firm.

Your clients will feel comfortable giving updates

When clients understand there will be key points during project delivery in which they can provide feedback, you’ll be aware of any high or low scores that you can take action on.

You will never be surprised about what clients think

You will know at regular intervals what your clients are thinking and feeling as they work with you and your firm.

You can identify clients who will promote and refer you

Integrate Net Promoter Scores (NPS) into your VoC program and increase the chances of new business opportunities.

VoC Programs

for Professional Services Firms

Architects

Engineers

Contractors

Accountants

Lawyers

IT Solutions

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Get Started With a VoC Program

VoC Programs are one of many services related to Client Experience (CX) we provide. Contact us today to schedule a video meet and greet so we can show you how we can empower your firm to make positive CX changes.