09 Jan How Much Should Your Firm Be Investing in CX?
A customer experience investment and funding calculator tool to establish firm CX investment. ...
05 Jan UNDERPERFORMING CX IN AEC FIRMS COSTS MILLIONS—BUT NOT IN THE WAY YOU THINK
Posted at 17:45h
in AEC, Business, CEO, Client Experience, Culture, CX Program Management, Operations, Professional Services 0 Comments
An AE firm captured $8.5 million in trapped client revenue, lowered it’s cost of client acquisition, dramatically improved its employee engagement rate, stabilized its proposal/win rate and created an employment brand that has virtually eliminated its recruitment challenges, all by implementing a strategic client experience (CX) management program....
05 Jan CX and CONTENT FEED EACH OTHER. HERE’S the 900% ROI PROOF.
Posted at 17:07h
in Business, CEO, Client Experience, Content, CX Program Management, Differentiation, Leadership, Marketing, Operations, Professional Services 0 Comments
A thought experiment for CEOs pondering CX. Suppose for a few minutes that you were either: a) open to managing your company’s customer experience; or b) open to improving the way it’s currently being managed. What do you suppose your smartest first step ought to be?...
30 Dec FREE DOWNLOAD: 2020 ANNUAL BULLET JOURNAL/PLANNER FOR CX LEADERS
CX Leader's 2020 Bullet Journal/Annual Planner. Designed to be printed and used by CX Leaders in charge of firm's client experience objectives....
09 Oct Client Empathy Training is Broken, Let’s Fix It
Posted at 05:27h
in Business, CEO, Client Experience, Culture, CX Program Management, Differentiation, Empathy, Leadership, Professional Services, Workshops/Training 0 Comments
Client empathy training ought to be where co-workers learn to make amazing client communication first nature and deepen their connection to everyone else in the organization...
03 Oct CEOs, Here’s Why Your Company is Going to Struggle With CX
Posted at 09:48h
in AEC, Business, CEO, Client Experience, CX Program Management, Leadership, Professional Services 0 Comments
A thought experiment for CEOs pondering CX. Suppose for a few minutes that you were either: a) open to managing your company’s customer experience; or b) open to improving the way it’s currently being managed. What do you suppose your smartest first step ought to be?...
03 Oct A Candid Case for Marketing Managers Leading CX in A/E/C
Posted at 09:30h
in AEC, Business, Client Experience, CX Program Management, Differentiation, Marketing, Professional Services 0 Comments
Marketing Managers in architecture, engineering, and construction firms ought to be leading CX (client experience) initiatives. Regardless of unique firm characteristics, the same truths and objectives play themselves out every time; Marketing Managers in AEC are perhaps the most under-utilized talent in AEC firms. ...
21 Aug What is an X Firm in Architecture?
This e-book helps people understand what differentiates X firms. X firms enable enable their cultures to isolate and address friction inside their firms and outward toward their clients....
10 Jul CX Value Drivers — CX Management’s Gas Pedal
Posted at 12:56h
in Business, Client Experience, CX Program Management, Differentiation, Operations, Professional Services 0 Comments
A short-cut to help C-level executives inject more value into their CX management programs through value driver analysis. ...
22 Jun Adrenaline for Sluggish CX Programs
Uncertainty in approach to Customer Experience program management causes the insurmountable obstacles....