Research shows the landscape is changing. To succeed, your firm must respond to this change by shifting your focus from what you deliver to what your clients experience.
Historically, the focus for most firms has been on efficiency – scope of work, frequency of contact, and depth of reporting. Shifting your focus to what your clients experience as they work with you looks at how what you deliver fits in with their journey – not just the journey of working with you but in achieving the overarching goal that drove them to engage your firm. Making this type of mindshift can feel overwhelming.
Wright Sullivan, President of A&E Engineering and a speaker at CXps 2018 says, “Creating a client-centric culture in your firm doesn’t have to be as scary as it sounds. There are a number of practical approaches you can take for balancing client-centricity efforts and day-to-day realities.”
I’m sure your firm is already focused on delivering great service to your clients. However, I want to challenge you to ask yourself these three questions:
- Does your firm design a deliberate client experience for key clients?
- Do you know what extraordinary looks like through their eyes?
- Do you understand how your clients think and feel?
When you attend CXps 2018, you will hear what CX innovators, your peers, are saying about the answers to these questions. They, like you, understand that CX is the differentiator now and will continue to be so in the future. They are part of the community working and growing together.
Are you a first timer? Be an Early Bird and double up on your discount. Save a total of $200 off the regular registration price by using the Discount Code First Timer before February 23, 2018. Click here to register.
I look forward to seeing you May 21-23, 2018.
Questions, contact Sally Orcutt at firstname.lastname@example.org