Marketers are leading the Client Experience (CX) charge in AEC firms because we understand that our brand IS the experience clients have with us: our people, our processes, and even our proposals. While marketers can control the proposals, we have a lot less authority over people and processes – the majority of the brand-building touchpoints our clients encounter.
Our firm leaders look to us to drive revenue, attract clients, and contribute to the growth of the organization. Breakdowns in project management, finance, and other areas hurt the client experience, and make our jobs harder. Every lost client becomes marketing’s problem to replace. Every underwhelmed prospect falls on marketing’s shoulders. But most of the problems exist outside marketing!
This is why marketers are leading the CX management revolution: because CX crosses organizational bounds. Client Experience Managers engage marketing, sales, operations, project management, finance, IT, quality, human resources…. Since every touchpoint clients have with your firm is a part of their experience, marketers finally have a tool to influence (and maybe even control) the brand. With this influence, marketers are able to shape the firm to deliver better, more consistent experiences that drive retention up, win rates up, revenue up, profits up, employee recruiting up.
In this session, we will explore the fundamentals of CX Management and share case studies of how marketers across the industry are reinventing their roles to lead their firms forward.
Ryan Suydam, Client Savvy
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. Based in Raleigh, NC, he welcomes your questions at firstname.lastname@example.org.