Client experience isn’t client service or client feedback or key account management or even client relationship management, write Lee Grunnell and Jerry Angrave in Five star: The silk & steel of client experience for professional firms. In fact, it isn’t a “thing” at all, but the way you do business:
Remember that client experience isn’t a project. It doesn’t start & finish. Done properly, it’s a fundamental part of how you do things – if you really want to be client-centric.
Their post provides a practical look at client experience and what means for you the service provider (and for your clients). It’s an excellent starting point for everyone who wants to take it on. Read it and get going.