The Client Experience (CX) Podcast presents its next episode featuring our host Blake Godwin (Client Savvy), as well as Steven Keith (CX Pilots), and Elena Bombardier (Client Savvy). Blake, Steven, and Elena are CX and employee experience (EX) innovators, pioneers, and consultants. They help professional services firms understand and master the science and art of experience.

In this episode, the CX leaders discuss when and how to introduce the concept of CX to a firm. They also share ideas on how firms should roll-out their CX management program to their clients.

This is a great episode for anyone contemplating implementing a customer experience management program to drive revenue, repeat business and referrals.

Here are some key insights and takeaways shared during the podcast:

Insights

• CX management is a holistic approach and philosophy. To be effective, a lot of elements need to be integrated into a firm’s operating principles.
• Everyone in your firm needs to know what client experience management means, how they will benefit, and how they need to serve clients to provide an excellent client experience.
• Create a CX program area of your intranet where you can house your CX knowledgebase with schedules, strategies, documents, roadmaps, scripts, and success stories. Make it easy for employees to find the information they need to make the client experience program a success.
• Start by listening and learning about how your clients define success. Do they prefer to correspond via email, phone, or text? If they call at 4:30 on Friday, do they want you to get back to them on Friday night, over the weekend, or wait until Monday morning?
• Explain the client feedback process and how it helps ensure mutual success. Feedback is a great way to introduce clients to the principles and elements of CX management.
• Begin the initiative by segmenting your clients and focusing initially on those where you have the greatest opportunity to increase the share of wallet. This enables you to see some early financial returns on your client experience efforts.

Takeaways

• CX is becoming a core business function for professional services firms.
• Listen closely to clients’ desires and preferences and address them.
• If you’re unsure what your client wants or expects, ask.
• Everyone inside your organization should understand what CX is before you introduce it to your clients.
• Make it easy for everyone in your company to share their CX stories.
• Commit to creating and fostering a client-centric culture.

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