Embedding Client-Centric Culture Across Teams
In client services, it’s easy to assume that responsibility for the client experience lies solely with…
From Feedback to Action: Operationalizing VOC
In enterprise client relationships, loyalty hinges on effective listening and response, rather than perfection. Many organizations underutilize customer feedback, treating it as a mere checkbox. A robust Voice of the Customer (VOC) strategy transforms feedback into a growth engine, fostering collaboration and action to enhance customer satisfaction and drive revenue.
Exploring the Power of ‘Boring’ in Fostering Client Confidence
Boring Isn’t Bad. It’s Trust in Action. In high-stakes client relationships, especially with enterprise partners, “boring”…
The Client Retention Paradox: Why Doing the Job Isn’t Enough
Client retention isn’t just about satisfaction; it’s about continuously proving your team’s value to the client’s future. Successful account teams anticipate needs, engage strategically, create momentum, and own outcomes. Retention relies on fostering emotional connections and proactive partnerships, making each team member accountable for understanding client goals and adjusting accordingly.
Leading Through Ambiguity: How to Guide Clients When You Don’t Have All the Answers
In a perfect world, every client brief would be crisp, every KPI clearly defined, and every…
Transform Client Goals into Business Growth
Success in client services requires transforming client goals into actionable strategies that drive measurable outcomes. Key steps include identifying the urgency behind initiatives, clarifying goals in business language, analyzing gaps, fostering cross-functional collaboration, providing insights, linking execution to business impact, and continuously adapting strategies to evolving client needs.
Beyond the QBR: Rethinking How We Deliver Client Value
Tired QBRs don’t drive client loyalty. Learn how to reimagine client interactions to deliver strategic value and deepen long-term partnerships.
What Makes an Exceptional Client-Facing Leader? It’s More Than You Think
I’ve worked with, and been, many types of client leaders: problem-solvers, connectors, and strategists. But when…
From Delivery to Discovery: How Going Beyond the Ask Builds Strategic Client Partnerships
Delivering on what a client asked for, on time, on budget, and with high quality, is…
From Tactics to Transformation: Executive Leadership’s Role in Building Loyalty that Lasts
Introduction: Beyond Points and Perks Over the past two decades, I’ve seen loyalty evolve from transactional…