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,...
“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...
