05 Jan

Posted at 17:45h in AEC, Business, CEO, Client Experience, Culture, CX Program Management, Operations, Professional Services

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...

05 Jan

Posted at 17:07h in Business, CEO, Client Experience, Content, CX Program Management, Differentiation, Leadership, Marketing, Operations, Professional Services

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

Posted at 09:30h in AEC, Business, Client Experience, CX Program Management, Differentiation, Marketing, Professional Services

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. ...