by Jamie Pollenz | Nov 27, 2022
Do you ever look at a client and wonder “why in the world do we do business with them?” Do you ever watch your pursuit teams chase every opportunity rather than target with laser precision? Do you ever wonder why you’re having to price work as a commodity rather than...
by Jamie Pollenz | Nov 27, 2022
Creating a culture focused on client experience that actually delivers positive ROI requires a clear focus. In this session, we’ll share how Client Experience can 1) identify business processes needed for each project that will deliver the most value to the client, 2)...
by Jamie Pollenz | Nov 27, 2022
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...
by Jamie Pollenz | Nov 27, 2022
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....
by Jamie Pollenz | Nov 27, 2022
Every robust CX program develops dozens of “we shoulds” that firms struggle to prioritize. There are so many opportunities to improve client experience, how do teams know which ones are most important? Using a collaborative decision-making framework like...
