It started with a hailstorm and roof damage….and ended with a great experience. Yes, you read that right! Believe it or not, by providing an exceptional client or customer experience, your firm can turn an ordinary or undesirable situation into a moment of...
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 and necessary to enable the business to continue to grow and provide jobs for its...
Imagine this – you and I are working on a multi-million dollar, long term project of yours. About halfway through the project I ask you for some feedback, and then store it away in a file somewhere until my team and I have a chance to review it. Over the next...
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 key word here...
So you’re a professional services firm that has inconsistency from employee to employee from office to office as it pertains to Client Experience (CX). You may also have that within the employee experience as well. You are wondering how that affects the...
The Client Experience Collaborative Podcast presents its first episode featuring Blake Godwin (Client Savvy), Steven Keith (CX Pilots), and Ryan Suydam (Client Savvy). These three individuals are client experience innovators and pioneers in helping professional...
As the Chief Marketing Officer (CMO) in your firm, have you seized the opportunity to influence your clients’ end-to-end relationship with your firm? I hope the answer is a resounding YES because your organization and your team will give you superhero status if you...
In October’s blog, CX & EX: Vicious or Virtuous Cycle, I discussed the importance of being intentional about your firm’s CX and EX efforts. Are you an engineering, architecture, construction, legal, accounting (fill in the blank here) that tries to provide a...
“What do you mean it can create a negative outcome? If I at least try to improve my employees’ experience, will it not at least benefit them and the firm a little bit?” This was the comment I shared from a COO of a 400-person firm in last month’s blog, CX & EX:...
You’re a believer. In this competitive marketplace, you see the positive ROI numbers firms that have implemented Employee Experience (EX) and Client Experience (CX) as an operational discipline are achieving. And you want the same success trajectory for your firm. So,...
