10.12.2021 | Client Empathy Mapping

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.