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...
