“Our firm is committed to taking the time to understand each customer’s business objectives, both immediate and long-term. We focus on creating value-added, quality solutions based on those objectives through developing and maintaining a partnering mindset on every...
“I laughed.” That’s what Forrester CEO, George Colony said he did when he saw the “instant customer feedback buttons’ at Heathrow Airport. It’s not as if a frowny face, a smiley face, and a straight face are exactly sophisticated. In his post, Real-Time Customer...
We all have brands we love because they deliver on their promise and their promise relieves us of some pain, anxiety, or frustration. In this post, I looked at some brands Client Savvy team members love to see if I can connect the dots between the customer experience...
Give your clients a voice and you’ll never be surprised again. “We don’t need a Voice of Client (VoC) program at our firm. Our project managers talk to our clients all the time.” This was what Bill, the CEO of a mid-sized engineering firm told me about nine...
I have a few brands I love. Like many people, I fly Southwest any chance I can – even choosing connections and higher ticket prices just to stay in the brand. But we all know these consumer brands and their stories. Southwest, along with Ritz Carlton, Amazon,...
We’ve all been there. You’re standing at a concierge desk or a check-out counter or you are on the phone with customer service, and it is like talking to a wall. Some policy or procedure or bureaucratic rule has trumped common sense. A week ago, I was preparing to go...
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...
It doesn’t have to. I recently had dinner with a client while at an industry event. He’s the young leader of a regional office for a larger firm. He shared his story: “Six hundred percent growth in just a couple years. Most of my peers would envy what we’ve...
From time to time, Client Savvy selects a client, takes a chunk of their recent data and conducts a linguistic analysis to give them deeper insight into what their clients are saying. We believe that as important as numerical analysis is to understanding client...
At Client Savvy, one of our core values is to be community makers. Specifically, our goal is to build communities of individuals around the focus of client experience (CX). Why do we do this? To help our clients differentiate their firms, increase growth and...
