How do your key clients experience your firm?
How do you define client service?
The way your professionals serve clients – from administrative staff through partners – is the core of your firm’s brand. It’s what differentiates you. Harness the power of client service using our unique and proven process to understand what is most important to your key clients, what your people believe about themselves, and what your competitors are saying to determine the attributes of client service that differentiate your firm.
Every firm should regularly measure client loyalty. If you lack the time or expertise internally to gather client feedback AND interpret what they are telling you, it may end up being one of those projects that everyone agrees on but never gets done. Our client survey process provides the structure and experience you need to gather this critical data from your key clients to ensure they are satisfied with the work you perform and are loyal to your relationship. Our professional interviewers ensure you receive high quality feedback from exactly the right individuals to provide actionable intelligence to improve your clients’ experience (CX) with your firm.
To ensure your clients are satisfied.
On the areas your clients care about.
From the right individuals.
Client Experience (CX)
- It’s much more expensive to acquire a new client than to retain an existing client. Client retention is vital to sustaining profitable growth and providing opportunities for your professionals that encourage them to stay with your firm. The Whetstone Group’s client experience (CX) consultants can guide your firm through a proprietary process to define what excellent client service is, translate the definition into actual behaviors by level of professional, and communicate the expectations to everyone in the firm. The result is a clearer understanding of how to deliver a CX that wows your best clients and encourages better engagement from your client-facing professionals.
We develop customized training for all levels of professionals in your firm based on the behaviors associated with outstanding client service and providing a carefully crafted client experience (CX). Our curriculum developers blend the behaviors that support your firm’s brand promise, your internal engagement processes and our proven tools and methodology to create a program for your firm. The result is not only a better experience for your clients, but better experiences for your people – which fosters quality top-line growth.
Take your clients’ experience to new levels of greatness by combining all three of these services into one powerful, customized client experience package designed exclusively for your firm.
“I’ve been very pleased with The Whetstone Group.
They have helped my firm with essential customer outreach and are handling it with utmost professionalism and flexibility to meet our unique wants/needs/concerns.”
— Michelle Golden River – K-Coe Isom