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). Blake, Steven, and Ryan are client experience (CX) and employee experience (EX) innovators and pioneers. They help professional services firms understand and master the science and art of experience.
In this episode, the CX leaders discuss the perceived risks and fears they hear about when discussing the development and implementation of a CX management program.
This is a great episode for anyone thinking about starting a client experience management program in drive revenue, repeat business, and referrals.
Here are key insights and takeaways shared during the podcast:
- Professional services firms are collaborative by nature. They vote every few years on who the managing partner and leadership team will be. Leadership is more tenuous than in a typical corporation. Leaders of professional services companies have an inherent fear they cannot make people in the organization pursue an initiative like CX — even when it’s in their, and the firm’s, best interest to do so.
- Many senior people in a professional services firm do not want anyone affecting their client relationship in any way.
- If you learn your client has a problem, you have to address the problem. You cannot ignore it. If you do, your client will know you do not care about addressing and correcting their problem.
- Execution of a CX management program is a huge problem. You need a CX operating system to equip and hold people accountable to listen to their clients and act.
- CX touches all aspects of the organization. It is becoming a core business function. As such, the CX expert in the company positions the individual to become the most valuable person in the company. The leader of the CX program owns the client’s perspective on all issues.
- Understand the value and ROI of CX and EX to sell the benefits throughout the organization.
- Don’t assume you know what your clients think about you and your firm.
- CX is only effective when you commit to improving.
- The leader of CX becomes powerful based on the knowledge they accrue in their role.
- CX and EX are about focusing on others to create value.