Client Experience Management Professional Certification

Wednesday, April 5 from 1:00 p.m. – 4:00 p.m. ET

Most firm leaders believe their primary source of revenue comes from word-of-mouth marketing. And often, this is true! Our happy clients can be our best sales agents. What most firms fail to do is capitalize on the vast potential of referral marketing. In this interactive workshop attendees will practice a technique called Activating Promoters that turns clients from willing referral sources into actual active referral sources. A/E firms implementing this technique with a cohort of 20 seller-doers have found, on average, $1.8M in net new revenue in just 90 days.

We will learn the psychology of why clients make referrals and tap into core motivations that avoid “the pitch” and instead enable mutual success. Scripts, conversation guides, and accountability tracking tools will all be provided to enable attendees to return home and lead their teams.

Thursday, June 8 from 1:00 p.m. – 4:00 p.m. ET

Client Lifetime Value (CLV) calculations form a critical part of understanding how to invest and where to invest in your client experience efforts. Too often, firms look at short-term indicators to quantify how valuable a client is (such as trailing 12-month profit generated). Sophisticated firms are building more accurate models of client value that factor in the total expected profit a client will generate throughout the duration of their relationship with your firm. In this workshop, we will present several case studies, including how one firm analyzed the CLV of their clients factoring in profit, churn, and client sentiment data and identified a strategy to generate $138K in future CLV for each ‘unhappy’ client converted to a ‘happy’ client. You will learn how to gather these metrics yourself and perform this analysis for your firm and quantify the return on your CX investment.

Wednesday, July 12 from 1:00 p.m. – 4:00 p.m. ET

Today’s firms are reporting that the talent war is their top challenge. There’s work to be won, but not enough staff to deliver it. In this workshop, we’ll collaborate and apply the tools of CX to design the most compelling recruiting journey for your next hires. We’ll also investigate messaging, applications, interviewing, hiring, and onboarding. The goal is to increase the number of qualified applicants coming in the door and increase the success rate of your offers – even if your salary isn’t the highest on the table.

Wednesday, August 2 from 2:00 p.m. – 5:00 p.m. ET

This workshop will prepare CX leaders to continuously manage and re-prioritize CX projects in their organization, with a focus on short-term delivery, long-term evolution, and rapidly delivering value to your clients and organization.

Wednesday, August 30 from 1:00 p.m. – 4:00 p.m. ET

Clients select the firm which best shows an understanding of their situation. During this highly interactive session, you will learn a simple technique, Client Empathy Mapping, that aligns teams around a client’s questions, needs, thoughts, feelings, and anxieties. You will quickly recognize opportunities to differentiate with uniquely tailored service and spot the exact concerns that need to be addressed in your work. Leading your project and pursuit teams through a brief empathy mapping exercise before each new pursuit increases win & retention rates. Equipped with improved client insight, the team can describe the expected experience for that client, improving confidence and overcoming the “you don’t know me” barrier. The client experience plan enables the team to deliver a more satisfying result to the client after winning, driving retention of that client’s business year after year. Empathy mapping also provides many opportunities for service innovation brainstorming to out-compete your competition.

Thursday, September 28 from 2:00 p.m. – 5:00 p.m. ET