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Client Experience is like a colonoscopy?
You may think, what? I know it sounds crazy, but it’s true. I read an article recently that shared research from Dr. Daniel Kahneman’s “Peak/End” study and supported ensuring that each of your client’s interactions with your team is positive. In the study, Dr....
A shift in focus
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...
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...