“We’re leaving revenue on the table.” “Do your clients even know we offer other services?” “The more services we offer to our clients, the deeper our relationship will be.” Do any of these statements sound familiar? Although cross-selling can be an easy way to...
You may think, what? I know it sounds crazy, but it’s true. I read an article recently that shared research from Dr. Daniel Kahneman’s “Peak/End” study and supported ensuring that each of your client’s interactions with your team is positive. In the study, Dr....
Most people have a go-to laundry detergent. When they need to replenish their supply, they head to the cleaning aisle, find their brand of choice, and put it into their cart without a second thought. Have you ever asked someone why they use the brand they use?...
The answer is yes. According to Walker Information, 86% of buyers will pay more for a better experience. And, by 2020 Experience will overtake price and product as the key brand differentiator. With clients having more choices and louder voices than ever before,...
35,000. That’s how many decisions the average adult makes in one day. Some of them will be trivial: choosing to change the channel from the evening news to Jeopardy. Some of them will be critical: choosing to swerve left to avoid the 12-point buck in the middle of the...
Your firm invests hours brainstorming and planning ways to improve internal processes and service delivery to clients. Do you know whether you are setting yourself up for sustainable success or disheartening disappointment? Understanding both your team of employees...
Empathy. That’s a tough word. It might even be frightening. Don’t worry. We’ll get through this together. Client Empathy Mapping (CEM) is a fairly simple exercise that will transform your firm’s way of thinking about how you engage with your clients. It will...
What would you say if I told you it is possible to: Reduce the number of client relationships each of your project managers must manage, Increase individual project profitability and overall revenue growth, Provide your clients with a better experience working with...
As a customer experience professional, I get caught up in the numbers. Customer Effort Scores. C-SAT, NPS, etc. As an organizational leader, my number focus moves to profit, employee engagement, growth, etc. A BASIC OF THE CUSTOMER EXPERIENCE A small note on my...
It is all about increasing or decreasing. Increasing revenue and/or decreasing costs. Using a CX strategy to improve sales and/or decrease marketing costs. Leaders must tie CX to business results. Everyone wants to have the best experiences for their clients. Some...
