Practice Management

What is your most successful client experience (CX) strategy?

Illustration of a person developing a client experience strategy|Illustration of a person developing a client experience strategy

Has your firm developed a client feedback program? Fundamentally, client experience (CX) programs help build a deeper connection between your employees and your clientele. Forming a CX program helps provide further insight into your services’ potential shortfalls, helps you better understand your client’s needs, and ultimately improves your client experience (CX) strategy. We’ve asked a group of seasoned professionals what their approach is to incorporating feedback into their firm’s client experience (CX) strategy.

1. The Heart of your Client Experience

Soliciting ongoing client feedback, listening intently, and acting on it should be at the heart of every CX program. If you aren’t already engaged in a client feedback program, this is the time to launch one. Alyson Fieldman, chief marketing strategy officer, Marcum LLP

2. Client Experience and Employee Experience

Embrace the important connection between client experience and employee experience. As we see the virtual work trend continuing well into this year and the demand for more flexibility, it is as important as ever to keep all team members connected to the firm and to the ways we help our clients achieve their goals.
Saari K. Gardner, CCXP, director of client experience, Dixon Hughes Goodman LLP

3. Understanding Challenges and Opportunities

Have deeper and broader conversations with your clients to understand their challenges and opportunities. Also, make sure you are taking care of your own employees. Employee experience and CX are critically connected.
Leisa Gill, MSM, director of growth, LBMC

View the full article “What is your most successful client experience (CX) strategy?” in the Spring 2021 issue of Growth Strategies to hear from more professionals and their experience in forming a successful CX strategy.


About Christian Moises

Christian Moises APR is a digital marketing advisor for Inovautus Consulting. He previously served as practice growth specialist for Ericksen Krentel CPAs and Consultants in New Orleans, where he was a one-man shop doing it all. He spent the first 10 years of his career in journalism, serving as an editor with New Orleans CityBusiness, the business journal of New Orleans, before transitioning to marketing and communications, with stops in death care communications, community hospital public relations and marketing/communications for an AM 200 regional law firm. Christian earned his bachelor’s degree in journalism from Louisiana Tech University.

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