CXps 2018 Updates

CX and EX – What’s the connection?

CX and EX – What’s the connection?

In a recent post,  Annette Franz, CCXP writes, “In business, your culture is the soul of the organization.” If, as she reminds us, the soul is the essence or the moral force of a person, the part of a person that consists of their mind, character, thoughts, beliefs,...

How Smart Brands Shape CX in Response to Crisis in Trust

How Smart Brands Shape CX in Response to Crisis in Trust

According to a recent post by Ryan Hart, Principle Analyst for Forrester, the best companies are strengthening their focus on CX in response to a crisis of trust. He indicates that misleading and false statements from executives and politicians combined with the speed...

In Client Experience, Bigger isn’t Better; Better is Better

In Client Experience, Bigger isn’t Better; Better is Better

For far too long companies have focused on size. More profits. More clients. More prospects in the funnel. Bigger, so the establishment believes, is better. I invite you to challenge that thinking for a moment. What if better were truly better? Charles Kuralt famously...

Use Research to Enhance Client Experience

Use Research to Enhance Client Experience

Conducting research is all about answering questions—and the results you discover can either drive your business forward…or hold it back. We all know research is critical for identifying your firm’s content issues and topics, but it can also create additional...

Use Client Empathy Mapping to Create Your Firm’s Next Big Win!

Use Client Empathy Mapping to Create Your Firm’s Next Big Win!

Have you ever wondered if your clients think your firm is “too busy” to successfully complete their next project? Client Savvy co-founder Ryan Suydam recently completed a Client Empathy Mapping (CEM) workshop with an engineering firm in the Northeast. The process...