Client experience. You've been hearing the term a lot lately. It's not marketing jargon, it's a genuine shift in how professional services firms think about the relationship between service quality and client loyalty. My 5Es - Entice, Enter, Engage, Exit, Extend - give lawyers and accountants a practical framework for managing the full client journey not just the work itself.
Read MoreAs professionals we often think we need be the dominant player, setting the course and steering the ship. But the best ideas usually arise when we’re surrounded by ambiguity.
Read MoreGood work isn't just technical expertise. It's systematic client experience management. Learn the four-phase framework that turns satisfied clients into your most powerful marketing engine.
Read MoreIn May, I joined Lynette Nixon Innovation Director at PWC to address the CXPS: Client Experience in Professional Services Conference. Together, we spoke on ‘Building client journey maps to drive action and deliver smart revenue’.
Read MoreThe value of client feedback to professional services firms is well documented. And yet, so many professionals let their fears about client feedback hold them back from doing it properly. If you’re one of them, read on...
Read MoreAsking for client feedback can seem confronting. In fact, many, if not most of us, would prefer not to know at all rather than be faced with the reality that a client didn’t like our service. But there are so many reasons to ask your clients what they think of you.
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