Wednesday 14 November 2018, Nottingham

The economics of client loyalty and our own personal experience both tell us that delivering great service is good for business. Very satisfied clients buy more often, pay premium prices, cost less to serve and recommend others. But how often do you get really good client experience?

Professional service firms often have a very strong focus on what they do and fail to recognise the importance of how they do it!

This session explored the business case for client experience, the mechanics and psychology behind it and the key tools we can use, including client journey mapping, closed loop service recovery and staff engagement. You left with a simple framework for improving the client experience of your business.