The Client Experience Podcast presents its next episode featuring our host Blake Godwin (Client Savvy), as well as Steven Keith (CX Pilots), and Ryan Suydam (Client Savvy). These three individuals are the client experience (CX) and employee experience (EX) innovators and pioneers helping professional services firms understand and master the science and art of experience.
In this episode, the CX leaders discuss what client experience looks like during COVID-19 and what adjustments you need to make in light of the current environment. This is a great episode for anyone thinking about how to adjust their client experience management program in the midst of a pandemic to drive revenue, repeat business, and referrals.
Here are key insights and takeaways shared during the podcast:
- Think about how you, your firm, and your representatives are showing up to clients. Identify new ways of working together. Confront disruption directly. Proactively overcommunicate. Reassure your clients you are there for them. Continue to be committed to helping to solve your clients’ problems. Be open to discussing how working together has changed during the pandemic and what it will look like moving forward.
- Lack of proactive communication is one of the top two or top three reasons CX breaks. That stressor is being multiplied exponentially right now. It also leads to a fundamental shift in how we build trust with our clients and our employees. Previously the physical exchange has been a foundation of building trust.
- Uncertainty is one of the things you try to eliminate in CX because uncertainty leads to anxiety. Anxiety leads to frustration and wasted effort among clients and employees.
- Relearn how to build trust with employees and clients. Smart firms are building new methods of creating trust that will transcend the pandemic. While some companies will try to go back to their pre-COVID way of working, progressive firms have used this time to innovate.
- Curate successes happening every day. We all need more positivity in our lives. Connect your marketers with your frontline employees to learn about the successes they’re seeing helping clients in new and unconventional ways. Then, share those stories throughout the organization. That can help start a lot of dialogues which are particularly beneficial right now.
- Overcommunicate with clients and employees. During uncertain times, communication equals caring and concern.
- Address uncertainty with transparency.
- Identify how you will build trust post-COVID.
- Listen for and promote positive stories around the positive client and employee experiences.