Hospitals have them. Hotels have them. And, according to this HBR blog post, so do other B2C and B2B companies. I'm talking about a Chief Client (or Customer) Experience Officer. Caution: I'm not talking here about someone who has been designated to "look at our customers' needs and ... make their experience with [our firm] more efficient and pleasurable."
Instead, I'm talking about client experience as a strategic differentiator, in the same way that Southwest Airlines created an entirely distinct passenger experience that was totally unique from any other airline's experience.
But I have yet to find a professional services firm that has decided to:
- create 3-5 differentiated “client experiences” that ultimately would be distinctly recognizable as their firm, setting them apart from competitors; and
- help their people to consistently deliver those differentiated client experiences repeatedly.
One of the ways I think professional service firms could tackle this challenge is to exchange knowledge with someone who is a Chief Client Experience Officer in a services company.
Do any of you know of a (professional) services firm that has tasked a person to be a Chief Client (or Customer) Experience Officer? If so, I’d be interested in interviewing that person for a future blog post or speaking engagement with my clients.
I’d appreciate a referral.