The Role of Client Experience in Driving Revenue

Eighty percent of revenues for a typical AEC firm come from existing clients, but client loyalty is an increasingly difficult proposition. Developing and implementing a Client Experience program has never been more critical to a firm’s business development success, and seller-doers are often on the front lines of this approach.

Scott D. Butcher, FSMPS, CPSM defines Client Experience within the architecture, engineering, environmental, and construction market space; and explores how firms can successfully incorporate Client Experience into their culture to attract prospects and drive repeat business.

After attending this webinar, participants will:

• Understand Client Experience and the critical role it plays in revenue creation.
• Recognize and map the journey a client takes with their firm.
• Incorporate Client Experience strategies into marketing, business development, and project delivery.ller-doer