Client Journey Mapping is commonly done with a lack of concrete and actionable foresight about what the firm wants to gain from the exercise. We plan your journey mapping with an abundance of forethought...
A customer experience investment and funding calculator tool to establish firm CX investment. ...
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...
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?...
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....
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...
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?...
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. ...
This e-book helps people understand what differentiates X firms in Architecture. X firms enable their cultures to isolate and address friction inside their design studios and outward toward their clients....
This story is a sort of parable about one of the companies we’ve consulted with, intended to provide some insights about understanding whether your organization’s culture is ready to embrace CX, and if it’s not, identifying red flags and overcoming them....
