What I’m about to write shouldn’t surprise anyone. Unfortunately, based on how B2B firms compare with their B2C cousins, it might. Here goes: Customer experience (CX) management is not a “nice to have” for B2B firms — it’s mission critical.
In light of decreasing trust in various institutions over the years, the focus on client experience (CX) is growing significantly. In our recent webinar, The Evolution of CX, we shed light on this trend in the context of the staffing industry, with implications that reach far beyond. Client Experience as the Heart of Decision-Making The…
Given today’s digital landscape, a great customer experience (CX) has become so vital for IT Service providers that it’s virtually a make-or-break requirement. By being committed to managing CX effectively, these firms can steer a strategic path towards success, trust, credibility, and growth. The Stakes Are High The game of delivering impeccable IT services is…
The original post was updated in October 2023 As a provider of outsourced HR services (like a PEO, ASP, HRO, or RPO) you strive to deliver great service to your business clients. And in 2023, your clients have come to expect nothing short of an excellent experience with your company. But, what steps can you take…
The original post was updated in October 2023 As an RPO organization, you strive to deliver great service to your clients. And in 2023, your clients have come to expect nothing short of an excellent experience with your company. But, what steps can you take to demonstrate your commitment to your clients and prospects? And how can…
The original post was updated in October 2023 As a lawyer or legal practice administrator, you strive to deliver great service to your clients. And in 2023, your clients have come to expect nothing short of an excellent experience with your firm. But, what steps can you take to demonstrate your commitment to your clients and…
The original post was updated in October 2023 As an insurance broker or agent, you provide the client service that differentiates a buyer’s experience from a commoditized interaction. You strive to consult, support, and provide expertise to your clients – all while delivering an exceptional service experience. And in 2023, your clients have come to…
NPS® 101 for IT Service Providers The original post was updated in October 2023 As an IT service provider, you strive to deliver great service to your clients. And in 2023, your clients have come to expect nothing short of an excellent experience with your company. But, what steps can you take to demonstrate your commitment…
The original post was updated in October 2023 As an accounting service provider, you strive to deliver great service to your clients. And in 2023, your clients have come to expect nothing short of an excellent experience with your firm. But, what steps can you take to demonstrate your commitment to your clients and prospects? And how…
The original post was updated in October 2023. As a staffing provider, you strive to deliver great service to your clients and candidates. And in 2023, these stakeholders have come to expect nothing short of an excellent experience with your firm. But, what steps can you take to demonstrate your commitment to your clients and talent? And…
Recent labor shortages seem to have touched every business in America, from large corporations to small-town, family-run businesses. And these companies are leaning heavily on staffing firms to find talent thanks to a job market tilted in candidates’ favor. But staffing firms are dealing with the same challenging circumstances. As firms struggle to find, recruit,…
Never before has diversity, equity, and inclusion (DEI) held the attention of so many organizations. And it’s about time. Many have publicly pledged to do better, but where do things truly lie after all the talk? Some studies have tracked whether there’s been real action and true progress, and we’ll get to them. But before…
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Bain & Company, and Fred Reichheld.
