of professional firms now have a named individual at Executive-level responsible for improving client experience.
Successful professional firms know that the delivery of technical advice is just one part of the overall experience they provide to clients. In a competitive market where technical excellence is necessary but not sufficient to win work, professionals have to provide their clients with compelling and differentiated experiences.
Although firms typically have many of the building blocks in place to deliver excellent client experiences, very few are able to do so in a consistent and coordinated way.
Delivering an outstanding client experience is only possible with a nuanced understanding of what clients expect of your firm. It requires the entire firm – from professionals on the front line to back-office processes – to be aligned around the client’s needs and preferences.