Working Remote Ideas
Working remotely doesn't have to be a scary thing. Moreover, it is super important that your employees feel comfortable, safe, and calm during this time. We KNOW home offices: laptops, journals, notebooks, ear buds, [...]
11 Client Experience Checklist
Client Experience Expectations Ideas that can make your client relationship easier and will make it work better. Is your firm taking a proactive stance in communication with your clients? Is your firm investing and [...]
How Can Technology Improve Your Customer Experience?
Integrate technology across multiple touch points What’s the role of technology in experience? Modern consumers are becoming accustomed to technology that makes it easier to get things done. You can now order Starbucks through [...]
Evolve Your Journey Map
Evolving Your Journey Map by Continually Assessment & Optimization Customer journey mapping is not something you do and then set aside. It’s an ever-changing, ever-evolving process. Build in automatic tripwires at key stages to generate [...]
Anything you can do, you can do better
Take it to the Next Level Where can you do better? Start looking at ways to improve on customer experience by creating a visual graph of the current situation where the X-axis represents the [...]
You’ll Need a Map
Define your customer journey Once you understand your buyer persona and customer journey, it’s time to combine the two and see how you’re doing. First you’ll need to map out the stages in your firm’s [...]
Do you know them?
Build a client persona and they will come Getting to know your customer The best place to start working on creating a more positive customer experience is by developing a buyer persona. A buyer persona [...]
One of the biggest mistakes I see firms make…
To create a great experience, you have to know... What Your Customers Know Your customers have all the answers One of the biggest mistakes I see firms make is the failure to involve customers in [...]
The New Competitive Advantage…
Customer Experience is the New Competitive Advantage Every firm knows it needs to innovate to stay competitive. The question is, innovate what? Technology? Training? Processes? These are all important areas. But in today’s market, the [...]
