Design firms understand that their success depends on strong client relationships. But how many A/E/C firms use their resources to focus on their client experience (CX) strategy? And how well are firms implementing and measuring their CX initiatives and aligning these efforts with their strategic plans?
Ryan Suydam, Chief Experience Officer of Client Savvy, talks with A/E/C professionals and offers insight on how design firms can look at CX that is not “one more thing,” but rather an integrated approach that organically drives employee adoption and results in increased loyalty, client acquisitions (and referrals), and sustainable growth.
Suydam addresses some of the mistakes and apprehensions in an industry where tradition and methodology focuses on the professional and not on the services. By listening to this podcast, you will learn…
- In what way feedback plays a critical CX role
- How one firm reduced pursuits 67 percent and increased revenue 15 percent and backlog 30 percent in one year
- How another quantified the value of good CX – creating $138k in profit for every unhappy client converted to a raving fan
- Making CX work with your strategic planning process
About Your Presenter:
Ryan Suydam co-founded Client Savvy in 2004 to help firms create fierce client loyalty by designing, implementing, and measuring client experiences. He has coached over 300 organizations and over 10,000 professionals on the skills required to be client savvy. His clients are twice as likely to be recommended by their clients, three times as likely to realize above-average financial returns, and consistently attract and retain better employees. Ryan lives on a 7-acre dairy goat farm with his wife and four kids. He learned everything he knows about stats from an unhealthy obsession with baseball. Based in Raleigh, NC, he welcomes your questions at ryan@clientsavvy.com.
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