91% of Fortune 2000 companies apply Customer Experience (CX) strategies to attract, delight, and retain customers. Explosive-growth companies (Amazon, Uber, Airbnb) used CX as the primary driver of their growth. CX tools and best practices have been developed in earnest for the last three decades in many industries. However, fewer than five percent of AEC firms practice any formal CX in their firms.
This session takes several CUSTOMER experience strategies and translates them to the unique needs of CLIENT-driven businesses like AEC. One tool, Client Empathy Mapping, merges processes used in designing service (Customer Journey Mapping) with user experience tools from software development (User Empathy Maps). We’ve added additional innovations to help you create a quick, simple, yet powerful way to think like your clients. Whether building a formal empathy map over several hours, or doing a quick “empathy sprint” in five minutes, the process is simple, teachable, and powerful.
Ryan Suydam, Client Savvy
Ryan Suydam co-founded Client Savvy in 2004 to help firms create fierce client loyalty. 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 studied architecture at N.C. State University, before beginning a career in an architectural firm. He quickly began leveraging technology and process to solve new problems in creative ways, leading to the foundation of Client Savvy.
He speaks at events across the nation, including national conferences such as the Lean Construction Congress, American Council of Engineering Companies Annual Convention, American Society of Quality, and the Society for Marketers of Professional Services.