2010 Summit Panel Topic Two: Transforming the Client Experience Inside and Out
Panelists:
- Bob Dean, Profiling Online
- Frank Fenello, UHY Advisors
- Brett West, Kahler Slater
- Pam Tipton, Pathbuilders, Inc.
Summary of session:
In order to counteract the trend towards commoditization of professional services, firms must move from providing services and solutions to staging experiences that transform the client. Because enhancing the client experience is so people-dependent, the effort is inextricably linked to transforming the nature of the employment experience for the professionals of leading firms.
- What does the “client experience” mean in professional services or in your firm or profession specifically?
- How can “experts” become “experiences?”
- What’s the difference between a good client experience and a “transformational” one?
- What if the client doesn’t want to be transformed?
- Share a specific example of a firm that delivered a world-class or, even, transformational client experience for you personally. And, how did they do it?
- How can advisory firms change the nature of the employment experience for their professionals in order to ensure the delivery of transformational client experiences?
- Share a specific example of a firm that intentionally stages world-class employee experiences and how that’s impacted their service delivery for clients.
- What is one consequential, specific action that you advise other professionals and their firms to take immediately regarding staging great client experiences?