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...
“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...
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...
My colleague recently took a trip to the mountains of North Carolina for a long weekend with his new fiancée. He had 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...
Turn your superstar DOERS into confident DOER-SELLERS! 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. There is one problem though: many of these individuals are...
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...
Quantify your strengths. Growth is the ultimate test of business vitality, yet questions about it haunt business leaders. How much will we grow this year? How much growth do we need? How should we balance revenue growth against margin improvement? Do we want to...
I attended the SMPS Research Triangle event recently and had the pleasure of hearing 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...
In 2012, Client Savvy’s Client Feedback Tool began including the Net Promoter Score/Ultimate Question survey methodology as an option for our clients to use in their General Satisfaction feedback requests. Since then, our clients, with an average NPS score...
Leaders of professional services firms who are tasked with implementing CX programs are often looking for the best way to join the Client Experience movement without too much distraction from the day-to-day operation of their businesses. In some cases, CX leaders...
